Guest Services Lead

Job Description

Job DescriptionGuest Services LeadLocation: FastTrax Entertainment – Fort Myers, FL
Department: Guest Services
Reports To: Assistant General Manager
Position Type: Full-Time

Overview:
The Guest Services Lead at FastTrax is responsible for overseeing front desk operations, ensuring a smooth guest check-in process, and supporting a high-performing Guest Services team. This leadership role requires strong communication, problem-solving skills, and the ability to maintain a fast-paced, guest-first environment.
Key Responsibilities:

• Supervise and support front desk team during daily operations
• Ensure all guests are greeted, checked in, and assisted efficiently and professionally
• Train and mentor new Guest Services Agents on systems, service standards, and procedures
• Handle guest escalations and resolve issues promptly and professionally
• Oversee POS accuracy, cash handling, and daily reporting
• Monitor lobby traffic flow and coordinate with attractions and F&B teams
• Maintain a clean, organized, and well-stocked front desk environment
• Support online bookings, group reservations, and phone inquiries as needed

Qualifications:

• At least 1 year of experience in guest services, front desk, or customer-facing leadership
• Strong communication and organizational skills
• Calm and confident in high-pressure situations
• Experience with POS systems and booking software preferred
• Ability to multitask and delegate when needed
• Weekend, evening, and holiday availability required

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