Front Office & Guest Services Director — Guest Experience Leader

HEI Hotels & Resorts; Pasadena (CA); On-site; USD 95,000 - 100,000; Full time

Benefits offered by this job

Medical and Dental insurance

Vision insurance

Paid time off (Vacation/Sick/Holiday)

401(k) with matching

Job summary

HEI Hotels & Resorts in Pasadena is seeking an experienced Front Office Manager to oversee the Front Office and Guest Services departments. You will lead a team, manage VIP arrivals, and ensure exceptional guest service aligned with brand standards.

The role requires strong interpersonal skills, budgeting acumen, and the ability to streamline operations for efficiency while maintaining a guest-centric environment. Excellent communication and leadership are essential for success.

Qualifications

• Minimum three years of front office management experience.
• Minimum two-year department head level experience.
• Excellent interpersonal skills to provide guest satisfaction.
• Strong mathematical comprehension for operations and payroll.
• Ability to input information using a moderately complex computer system.
• Proficiency in English for effective guest and staff communication.
• Ability to work under pressure during busy periods.
• Effective verbal and written communication; adaptable to different audiences.

Responsibilities

• Oversees Front Office and Guest Services operations to ensure profitability and guest satisfaction.
• Provide leadership and guidance to Front of House team members.
• Interview, train, supervise, evaluate and counsel staff.
• Manage VIP arrivals/departures and staffing in coordination with Front Office Manager.
• Ensure training programs comply with brand standards and deliver quality service.
• Resolve guest issues and respond to surveys to maintain satisfaction.
• Monitor and improve QA and guest service delivery standards.
• Prepare payroll, schedules and reports within payroll budget.

Skills

Front office management

Department head

Interpersonal skills

Numerical aptitude

Computer systems

English proficiency

Stress management

Verbal and written communication

Adaptability

Job description

HEI Hotels & Resorts in Pasadena is seeking an experienced Front Office Manager to oversee the Front Office and Guest Services departments. You will lead a team, manage VIP arrivals, and ensure exceptional guest service aligned with brand standards.

The role requires strong interpersonal skills, budgeting acumen, and the ability to streamline operations for efficiency while maintaining a guest-centric environment. Excellent communication and leadership are essential for success.