Chief Front Office & Guest Services Leader

The Hotel at Avalon; Pasadena (CA); On-site; USD 85,000 - 90,000; Full time

Benefits offered by this job

Medical and Dental coverage

401(k) matching

Vacation/Sick/Holiday programs

Life insurance

Job summary

HEI Hotels and Resorts is seeking an experienced Front Office Manager to oversee the Front Office and Guest Services teams, ensuring profitability, quality, and guest satisfaction across hotel operations. You will lead staff, coordinate VIP arrivals, and maintain brand standards daily.

The role requires strong leadership, exceptional customer service, and the ability to manage payroll and training programs effectively in a dynamic hospitality environment.

Qualifications

• Three years minimum front office management experience.
• Two years minimum department head level experience.
• Excellent interpersonal and customer service skills.
• Ability to communicate effectively in writing and verbally.
• Strong mathematical comprehension for payroll and operations.

Responsibilities

• Oversees Front Office/Guest Services to ensure profitability, cost controls, and guest satisfaction.
• Leads and trains Front Office and Guest Services staff; conducts evaluations and progressive discipline as needed.
• Manages VIP arrivals/departures and coordinates with Front Office Manager on staffing.
• Ensures training programs meet brand standards and drives continuous improvement.
• Resolves guest complaints and ensures timely guest surveys responses.

Skills

Front office management

Department head experience

Customer service

Interpersonal skills

Payroll calculations

Job description

HEI Hotels and Resorts is seeking an experienced Front Office Manager to oversee the Front Office and Guest Services teams, ensuring profitability, quality, and guest satisfaction across hotel operations. You will lead staff, coordinate VIP arrivals, and maintain brand standards daily.

The role requires strong leadership, exceptional customer service, and the ability to manage payroll and training programs effectively in a dynamic hospitality environment.