Lead - Front Desk (high English communication)

100% Onsite in Rishikesh

Position Summary & Candidate Profile

Position Overview

Rishikesh Yogpeeth seeks a highly capable and service-driven Lead Front Desk to uphold the highest standards of guest interaction and operational excellence. This is an individual contributor role there are no team members reporting directly to this position, as the organization follows a flat hierarchy design. However, the Lead will act as the role model for the entire Front Desk function, setting the standard for professionalism, responsiveness, and guest empathy, and will lead by example through day-to-day excellence.

Professional Profile

• Total 4-5+ Years of professional experience
• Minimum 23+ years of hands-on front-desk management experience in hotels, resorts, wellness centers, hospitals/treatment centers, health or fitness facilities, or similar guest-oriented operations.
• Demonstrated ability to handle front-office operations independently, with accountability and attention to detail.
• Fluent in English communication both verbal and written with polished interpersonal and service etiquette.
• Proven ability to serve and communicate with guests from diverse backgrounds, demonstrating patience, resilience, and strong emotional intelligence.
• A proactive attitude, ownership mindset, and hospitality-first approach are mandatory.

Key Responsibilities

Guest Experience Management

• Lead by example in greeting, welcoming, registering, and assisting guests in a warm, courteous, and professional manner.
• Manage all front desk operations guest arrivals, check-ins, room allocations, billing, and departures independently and efficiently.
• Ensure smooth coordination across guest requests by liaising with accommodation, housekeeping, teaching faculty, kitchen, and wellness teams.
• Handle reservations tracking, pre-arrival confirmations, and communication clarity for all guests and participants.
• Maintain front-desk records, payment processing, and guest data accuracy with adherence to SOPs and confidentiality standards.
• Anticipate and resolve service challenges promptly, maintaining a calm demeanor and empathy at all times.

Operational Excellence

• Execute all administrative tasks with high precision from check-in documentation to final settlements and service reports.
• Ensure the front desk area is tidy, welcoming, and aligned with Rishikesh Yogpeeth's wellness ambience.
• Maintain internal communication logs and ensure seamless information flow between departments for guest-related updates.
• Represent the authenticity and warmth of Rishikesh Yogpeeth through every guest interaction, whether in person, online, or by phone.

Leadership by Example

• Though this is not a people-management role, lead by example to set professional standards for the front-desk function.
• Serve as a role model in punctuality, guest empathy, service recovery, and communication tone.
• Support peer development through knowledge sharing, mentoring, and consistent role modeling.
• Reinforce organizational values of attentiveness, empathy, and integrity within every guest touchpoint.

Key Result Areas (KRA) & Success Metrics

• Achieve a 95% or higher satisfaction score on guest surveys related to responsiveness, clarity, and kindness of communication.
• Zero tolerance for service errors in billing, registration, or communication lapses.
• Deliver consistent and effective communication that enhances trust and reduces guest anxiety or confusion.
• Demonstrate active listening and emotional composure with local and international guests alike.
• Inspire peers and colleagues through reliable, calm, and high-touch guest management.
• Be the visible anchor of service quality at the Front Desk, admired for integrity and dedication.