Guest Services Lead Workforce Housing

Guest Services Lead

LEMOINE a Great Place to Work Certified company is seeking an experienced Guest Services Lead to direct daily front-of-house operations at a remote workforce housing community serving up to 2000 residents in West Texas. Reporting to the Camp Manager the Guest Services Lead oversees check-in and check-out processes room assignments resident communication service request handling and team performance to deliver consistent professional resident experiences. This visible resident-facing leader maintains accurate occupancy data resolves issues in real time and coordinates closely with housekeeping maintenance laundry and administration so the camp remains ready to support arrivals departures and ongoing resident needs 24/7. This position is based at the West Texas camp and is not remote or hybrid.

Job Responsibilities

• Leads the guest services team on the assigned shift including scheduling attendance confirmation task assignment coaching and performance follow-up to meet occupancy and service demands.

• Directs high-volume check-in and check-out operations verifies room readiness assigns accommodations according to priority and availability and communicates arrival and departure information to supporting departments.

• Maintains real-time occupancy tracking room status boards and daily logs covering arrivals departures no-shows extensions and open service requests.

• Serves as the primary on-site point of contact for resident inquiries service requests and complaints; coordinates prompt resolution with the responsible department and confirms closeout.

• Conducts start-of-shift briefings and structured handoffs that cover occupancy room readiness pending requests resident concerns and required follow-through.

• Coordinates with housekeeping laundry maintenance and administration on room turns work orders key control and access issues to keep rooms available and serviceable.

• Monitors guest services quality standards reinforces procedures documents deficiencies and escalates recurring performance or service gaps to the Camp Manager.

• Prepares and submits accurate shift reports on occupancy service volume resolution times incidents and open items for Camp Manager review.

• Supports emergency and severe-weather response by accounting for residents communicating instructions and assisting with controlled movement or shelter-in-place actions as directed.

• Maintains organized records key inventories and front-desk systems while protecting resident information in accordance with company standards.

Required Qualifications

• Associates or Bachelors degree in hospitality business customer service management or a related field or equivalent operational experience.

• 4 years of progressive experience in guest services front desk lodging operations or high-volume customer-facing roles including at least 2 years leading or supervising staff in a shift-based environment.

• Experience in remote workforce housing large-scale lodging or comparable austere accommodation settings is strongly preferred.

• Demonstrated ability to manage check-in/check-out workflows occupancy tracking room assignments service request resolution and shift handoffs under high volume.

• Working knowledge of hospitality and facilities operations including coordination with housekeeping maintenance and administrative teams.

• Strong interpersonal communication organization and decision-making skills with the ability to remain composed visible and resident-focused while working on site in remote West Texas on an assigned 12-hour day or night shift rotation including weekends and holidays. Must maintain a valid drivers license and meet company and client access requirements.

Equal Opportunity Employer

The Lemoine Company L.L.C. is an Equal Opportunity Employer. All applications are considered without regard to race color sex age religion national origin or disability. Only job-related factors will be considered in deciding applicants qualifications for positions.