Careers

I begin my day by saying good morning & goodbye to our night staff and checking in on any concerns from overnight. I then check today’s occupancy, arrivals, departures, and ensure agents and the lobby ambassador are ready to welcome our guests. After assigning tasks for the day, I check to ensure the ambiance and cleanliness is tidy and welcoming. The morning guest traffic to the front desk begins.

One of the most important parts of the day for me. I communicate guest numbers to our leadership team so they’re aware of how the flow of the day will impact each department. I work closely with Housekeeping to ensure rooms are ready for our arriving guests. Next, I share our Guest Services team goals for the shift, as well as set Individual goals for the day with our front desk agents—and remind them to have some fun! After all, we set the tone for a great day: Front desk is the first and last stop for many guests.

The morning guest traffic is in full swing, and this is where I support our front desk agents with checking in guests, assisting departing guests, and answering any questions our guests may have. I also provide the necessary praise, coaching, and feedback to our front desk agents—a continued focus through the shift. Our goal is to create a memorable arrival experience for every one of our guests and ensure we bring joy to families!

As the day continues and we approach our peak check-in times (1:00pm – 4:00pm) I am looking ahead to proactively ensure we’re set up with all the necessary tools needed, such as vouchers and wristbands. I manage pack member break times to ensure they stay sharp and refreshed.

As I approach the end of my shift, I set up the PM Supervisor and Front Desk Agents for success to take over the evening shift. I debrief the morning shift with the PM supervisor and pass along any follow-up items needed. I celebrate the wins from this shift with High Paws, praise, and huge thanks to our Pack members!