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Summary of Position:

The Front Desk Lead plays a pivotal role in ensuring a seamless guest experience at the front desk by providing welcoming, efficient, and resourceful service. In addition to performing standard front desk duties, the Front Desk Lead supports the leadership team by mentoring front desk agents, assisting with training, resolving escalated guest issues, and maintaining daily front office operations in alignment with resort standards.

Essential Functions:

Provide exceptional service during the check-in and check-out process using the property management system, confirming guest information and updating reservations as needed.
Lead by example in delivering a friendly and sincere welcome, ensuring guest satisfaction with a positive and solution-oriented approach.
Support team members by acting as a resource for guest issue resolution and by handling escalated concerns promptly and professionally.
Supervise and coach front desk agents during shifts to ensure consistency in service delivery and adherence to resort standards, including Mystery Shopper and AAA guidelines.
Verify payment methods, swipe credit cards for authorization, handle cash transactions, and balance assigned house bank accurately.
Accept and process vouchers, traveler’s checks, and other approved forms of payment.
Post charges to guest accounts using the PMS and ensure accuracy of billing.
Answer phones promptly and professionally, respond to guest inquiries, and relay messages efficiently.
Close guest accounts at check-out and ensure that any issues are resolved or properly communicated for follow-up.
Maintain the organization of front desk documents including registration cards and perform regular bucket checks.
Ensure daily shift checklists are completed and hand-offs between shifts are thorough and professional.
Monitor lobby and front office appearance, ensuring a welcoming and professional environment.
Provide guests with safety deposit boxes upon request and ensure proper handling of confidential information.
Actively participate in team huddles, training sessions, and departmental meetings.
Serve as acting supervisor in absence of Front Office Supervisor or Manager.
Complete additional tasks as assigned by Front Office Leadership.

Qualifications:

Education: High School Graduate or equivalent required; college education highly preferred

Experience:

Minimum of 1–2 years front desk or guest service experience required.
Prior experience in a lead or supervisory role in hospitality is highly preferred.

Certificates or Licenses: N/A

Knowledge, Skills, and Abilities:

Strong leadership and mentoring skills with the ability to lead by example.
Excellent communication skills—clear, concise, and engaging, both verbally and in writing.
Proficient in hotel property management systems (PMS) and ability to troubleshoot basic technical issues.
Strong organizational and multitasking skills with a high attention to detail.
Ability to work independently and collaboratively in a fast-paced environment.
Solid mathematical and cash-handling abilities, including balancing a cash drawer and reconciling reports.
Ability to memorize and perform resort, AAA, and Mystery Shopper standards.
Must be able to type a minimum of 15 WPM.

Personal Characteristics:

Models HEART values: Helpful, Ethical, Attentive, Resourceful, Thankful
Maintains a professional and polished appearance in alignment with resort grooming standards.
Maintains a calm and professional demeanor under pressure.
Demonstrates enthusiasm, accountability, and initiative.

Working Conditions:

Attendance as scheduled is a critical element in all positions at High Country Motor Lodge.

High Country Motor Lodge Associates believe each guest (internal and external) should be treated with respect, kindness and professionalism. We create a genuine hospitality experience, enticing our guests to return again and again. In order to be successful at High Country Motor Lodge, all Associates must demonstrate both our Purpose (Genuine Hospitality) and Pillars (Hands-On & Heartfelt, Sincere & Focused, Collaborative & Curious and Conscientious).

High Country Motor Lodge

High Country Motor Lodge is a modern mountain retreat nestled in the Arizona wilderness. Completely reimagined, this boutique hotel melds iconic 1960's retro elements with a contemporary lodge aesthetic. The resulting concept offers an elevated — yet casual — experience along Flagstaff's historic Route 66.

Boasting 123-rooms, including three private cottage suites and two junior suites, the High Country Motor Lodge is the premier destination on the Colorado Plateau with 4,700-sq.-ft. of indoor/outdoor meeting and event space, an expansive outdoor pool and oversized hot tub, two private saunas, and an innovative culinary concept — The General Store — offering everything from grab & go provisions to an indoor/outdoor lounge with craft beer and cocktails, fresh-cooked personal Pinsa-style pizza, and an artisanal coffee and espresso selection.

Notable guest experiences also include a fully decked-out game room with shuffleboard, pool, darts, and board games, as well as movie nights on the lawn, live music, and stargazing.

About the Company

Family-owned and family-built, Marc & Rose is an eclectic collection of iconic resorts and hidden gems — each a tribute to place-based sensuality and playful improvisation. Born of an irreverent spirit and a passion for hard work, our collection makes its home across the American West. It embodies the sounds, smells, and colors of iconic landscapes – and it doesn’t come to life without the human heart.

Our passionate team breathes new life into familiar places, imagines original spaces into being, and practices the art of welcome. We consider hospitality an essential part of being human. But it is also a calling — a creative and professional pursuit that requires curiosity, care, and grit. Because the heartbeat of genuine hospitality is always, first and foremost, you.

High Country Motor Lodge provides equal employment opportunities (EEO) to all associates and applicants for employment without regard to ethnicity, religion, gender, sexual orientation, national origin, age, disability or genetics. In addition to federal law requirements, High Country Motor Lodge complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

M/F/D/V

Address	1000 West Route 66, Flagstaff, AZ 86001
Property Type	Hotel
# Jobs	3

About Marc & Rose Hospitality

Practicing Genuine Hospitality Since 1962

Marc & Rose is a company of professionals passionate about opening doors for travelers; about cheering, 'the more the merrier!' as a party of two becomes twenty; about food first and questions later; about sharing stories around a fire and making friends among strangers. We are owner-operators, which enables us to practice high-touch, genuine hospitality within intentionally crafted and sophisticated spaces. By deploying well-earned generational knowledge, we create places that settle the soul and stoke the spirit. Our hospitality emerges at the intersection of empathy, aesthetics, and atmosphere. It is an instrument of connection and care; a practice.

We are committed to fundamentals and to the evolving rhythm of a genuinely warm welcome. That is why we never stop studying people and places, integrating and honing our skills, training our minds and bodies, and reimagining what’s possible. We keep channels open and hearts attuned. It is because of our decades-long devotion to excellence that we are able to practice skillful improvisation and appropriate restraint. With a passion for hard work and genuine hospitality, we leverage our knowledge and lifelong curiosity to build worlds — containers and catalysts for spontaneous joy.

We know that each of us is the host one day; the next, the traveler. Both roles require a willingness to say, “yes” to life and to each other; to step perceptively into the now. At Marc + Rose, what emerges is as magical as it is earnest: a tradition of warm and sophisticated hospitality. We live to welcome.

Why people like to work here

Marc & Rose is an eclectic collection of iconic resorts and hidden gems — each a tribute to place-based discovery, sensuality, and improvisation. Born of an irreverent spirit and a passion for hard work, the collection makes its home across the American West. It embodies the sounds, smells, and colors of iconic landscapes. This passionate, multigenerational collective breathes new life into familiar places, imagines original spaces into being, and practices the art of welcoming one-time strangers into belonging — whether for the length of a single stay, or over a lifetime of return visits. To this team, hospitality is an essential part of being human and also a calling — a creative pursuit that requires curiosity, care, and grit.