Front Desk Leader: Guest Experience & Operations

HHM Hotels; Miami (FL); On-site; USD 42,000 - 56,000; Full time

Job summary

HHM Hotels seeks a Front Desk Supervisor to oversee daily front desk operations, ensuring guest safety, satisfaction, and service quality. You will coach staff, handle reservations, and resolve issues with a focus on HHM’s brand standards and EarthView sustainability practices.

Growth path includes Assistant Front Office Manager and Front Office Manager roles. Expect variable shifts, physical tasks, and strong guest interaction with a team-oriented environment.

Qualifications

• Associate's or Bachelor's degree preferred.
• 1 to 3 years of related hotel experience.

Responsibilities

• Interview, select, train, schedule, coach, and support associates, ensuring they perform in accordance with established brand or hotel standards and HHM core values.
• Resolve guest complaints and concerns by conducting thorough research of the situation and determining the most effective solutions.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Participate in lobby ambassador and other activities related to interacting with guests on an individual level, creating a relationship and culture that will result in repeat stays.
• Oversee front office operations in the absence of the Front Office Manager or Assistant General Manager.
• Perform bookkeeping activities such as balancing accounts and conducting audits.
• Make and confirm reservations.
• Promote company and brand-specific marketing programs.
• Greet guests upon arrival; register and assign guests to hotel rooms.
• Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
• Compute bills, collect payments, handle cash, and make change for guests.
• Close out guest accounts at time of check out; negotiate compromises including revenue allowances when needed.
• Create action plans to remedy guest service deficiencies.
• Ensure hotel entrance, reception and public areas are clean and well-presented.
• Follow sustainability guidelines related to HHM's EarthView program.
• Practice safe work habits and follow MSDS and OSHA standards.
• Perform other duties as requested by management.

Education

Associate's or Bachelor's degree preferred

Job description

HHM Hotels seeks a Front Desk Supervisor to oversee daily front desk operations, ensuring guest safety, satisfaction, and service quality. You will coach staff, handle reservations, and resolve issues with a focus on HHM’s brand standards and EarthView sustainability practices.

Growth path includes Assistant Front Office Manager and Front Office Manager roles. Expect variable shifts, physical tasks, and strong guest interaction with a team-oriented environment.