Front Desk Lead — Guest Experience & Operations

Hei Hotels Inc.; Tampa (FL); Hybrid; USD 35,000 - 52,000; Full time

Benefits offered by this job

Free meals

Complimentary parking

Monthly birthday/anniversary events

Hotel room discounts

Job summary

HEI Hotels and Resorts in Tampa, FL is seeking a Front Desk leader to standardize guest registration, check-out, and telephone service while enforcing brand standards. You will implement company programs, assist with budgeting, and monitor front office systems to ensure optimal performance.

The role requires 2+ years in front desk, PMS proficiency, cash handling skills, and strong communication. Join a team that prioritizes guest satisfaction and efficient labor management in a dynamic

Qualifications

• Minimum of 2 years Front Desk experience, preferably in leadership role.
• Proficient with PMS system.
• Advanced knowledge of brand’s reward program.
• Able to handle cash and credit transactions.
• Computer literacy and financial management a must.
• Able to observe and detect signs of emergency situations.
• Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues and labor relations.

Responsibilities

• Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.
• Implement company and franchise programs.
• Prepare forecasts and reports and assist in the development of the room’s budget.
• Monitor and maintain the front office systems and equipment to ensure their optimum performance.
• Track guest satisfaction surveys and maximize usage of the guest response tracking system.
• Develop and implement controls for expense management.
• Utilize labor management tools to schedule and control labor costs.
• Interview, hire, train, develop, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate of staff members.
• Ensure timely completion of performance appraisals.
• Communicate both verbally and in writing to provide clear direction to staff.
• Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.
• Ensure compliance of front office, guest service, and PBX standard operating procedures and policies.
• Ensure all Front Office Quality Standards are complied with and are consistently applied.
• Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
• Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
• Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
• Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues.
• Regular attendance in conformance with the standards is essential to the successful performance of this position.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

Skills

Front Desk experience

PMS proficiency

Guest service

Cash handling

Communication

Job description

HEI Hotels and Resorts in Tampa, FL is seeking a Front Desk leader to standardize guest registration, check-out, and telephone service while enforcing brand standards. You will implement company programs, assist with budgeting, and monitor front office systems to ensure optimal performance.

The role requires 2+ years in front desk, PMS proficiency, cash handling skills, and strong communication. Join a team that prioritizes guest satisfaction and efficient labor management in a dynamic