Front Desk Leader – Guest Experience

HEI Hotels & Resorts; Georgia; On-site; USD 32,000 - 52,000; Full time

Benefits offered by this job

401(k) plan

Hotel discounts

Vacation & Sick time

Medical & Dental

Vision insurance

Pet insurance

Job summary

HEI Hotels & Resorts is seeking a Front Office leadership role to assist the Front Office Manager in delivering exceptional guest service at The Houston Grand – River Oaks. You will help oversee front desk operations, ensure guest satisfaction, and uphold brand standards.

The position emphasizes effective communication, accuracy in billing, and teamwork in a fast-paced hotel environment. Experience in hospitality customer service and a professional demeanor are essential; the role offers growth

Qualifications

• One year experience in customer service in hospitality or similar industry.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to stand, walk and continuously perform behind the front desk. Ability to observe and detect signs of emergency situations with or without reasonable accommodation.
• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
• Ability to establish and maintain effective working relationships with associates, customers and patrons.
• Effective verbal and written communication skills.
• Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Responsibilities

• Assist the Front Office Manager in managing the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchise policies and procedures while meeting/exceeding financial goals.
• Greet guests immediately with a friendly and sincere welcome and provide accurate information such as outlet hours and local attractions.
• Complete the registration process by inputting and retrieving information from a computer system and promoting HEI Hotels and Resorts programs.
• Verify and imprint credit cards for authorization using electronic methods; handle cash and balance an assigned house bank.
• Answer the telephone, input messages, retrieve mail and packages for customers as requested.
• Remain calm during emergencies and resolve customer complications by researching the situation and choosing effective solutions.
• Communicate to staff to provide clear direction and ensure attendance and regular availability.

Job description

HEI Hotels & Resorts is seeking a Front Office leadership role to assist the Front Office Manager in delivering exceptional guest service at The Houston Grand – River Oaks. You will help oversee front desk operations, ensure guest satisfaction, and uphold brand standards.

The position emphasizes effective communication, accuracy in billing, and teamwork in a fast-paced hotel environment. Experience in hospitality customer service and a professional demeanor are essential; the role offers growth