Guest Services Lead

Job Description

Job Description

Guest Services Lead Location : 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 :

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