Front Desk Experience Lead - Guest Service & Ops

EVEREST HOTEL GROUP LLC; Monrovia (CA); On-site; USD 62,000 - 83,000; Full time

Benefits offered by this job

401(k)

Dental insurance

Health insurance

Vision insurance

Employee discounts

Job summary

The DoubleTree by Hilton Monrovia Pasadena is seeking a Front Office Manager to lead the front desk team and oversee guest arrivals and departures, ensuring a warm welcome and seamless check-in/out in line with brand standards.

You will manage labor, cash handling, and room inventory controls, report to the General Manager, and work closely with Housekeeping and Engineering to optimize occupancy and guest satisfaction.

Qualifications

• 2+ years in hotel front desk, including at least 1 year in a supervisory or management role.
• Hotel or hospitality degree preferred, not required.
• Ability to lead, train, and motivate a team.
• Working knowledge of property management systems, cash handling, and night audit procedures.
• Strong customer service, communication, and problem solving skills.
• Flexibility to work weekends, holidays, and varied shifts.

Responsibilities

• Direct daily front desk operations, including check in, check out, reservations, guest requests, and night audit.
• Interview, select, train, coach, schedule, and evaluate front desk agents, night auditors, and guest service team members, and recommend discipline when needed.
• Prepare schedules based on occupancy and arrivals, and manage labor hours to budget.
• Resolve guest complaints promptly and follow up to make sure the guest is satisfied.
• Track guest satisfaction scores and feedback, and share results with the team to drive improvement.
• Make sure room status is communicated accurately with Housekeeping and Engineering, and that guest room moves, upgrades, and out of order rooms are handled correctly.
• Monitor room inventory, rates, and availability in the property management system, and work with the General Manager and sales team on pricing and occupancy.
• Oversee cash handling, cash drawers, deposits, and credit card procedures, and follow all audit and fraud prevention controls.
• Maintain guest safety and security, including key control, lost and found, and emergency procedures.
• Keep the lobby and front desk area clean, organized, and well stocked.
• Prepare departmental reports and paperwork, and help develop and apply department policies and procedures.
• Cover front desk shifts when needed to maintain service levels.
• Perform other duties as assigned.

Skills

Team leadership

Customer service

Communication

Problem solving

Training

Education

Hospitality degree

Job description

The DoubleTree by Hilton Monrovia Pasadena is seeking a Front Office Manager to lead the front desk team and oversee guest arrivals and departures, ensuring a warm welcome and seamless check-in/out in line with brand standards.

You will manage labor, cash handling, and room inventory controls, report to the General Manager, and work closely with Housekeeping and Engineering to optimize occupancy and guest satisfaction.