Front Office Lead: Guest Experience

Hei Hotels Inc.; Northern, New York (KY, NY); Hybrid; USD 75,000 - 78,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid time off

Pet insurance

401(k) plan

Job summary

The Westin Grand Central on-site in New York, NY is seeking a Front Office Manager to oversee guest arrival, departure, and service excellence. Lead front desk operations, monitor guest satisfaction, and collaborate with other departments to drive revenue and guest loyalty.

Ideal candidates will have at least 2 years of Front Desk leadership experience, strong PMS skills, and a solid understanding of the brand rewards program, cash handling, and executive communication.

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.
• Strong communication and customer service skills.

Responsibilities

• Ensure efficient guest registration, checkout, and telephone service.
• 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 and labor scheduling.

Skills

Front Desk

PMS System

Brand Rewards

Cash Handling

Computer Literacy

Customer Service

Emergency Response

Interpersonal Skills

Job description

The Westin Grand Central on-site in New York, NY is seeking a Front Office Manager to oversee guest arrival, departure, and service excellence. Lead front desk operations, monitor guest satisfaction, and collaborate with other departments to drive revenue and guest loyalty.

Ideal candidates will have at least 2 years of Front Desk leadership experience, strong PMS skills, and a solid understanding of the brand rewards program, cash handling, and executive communication.