Front Office Lead — Guest Experience & VIP Service

Highgate; San Juan (PR); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k) with employer matching

Paid holidays

Paid vacation

Paid sick leave

Employee assistance program (EAP)

Tuition reimbursement

Job summary

Highgate Hotels in San Juan, Puerto Rico, seeks a Front Office Manager to oversee the Front Office operations, ensuring attentive service and maximum occupancy. The role emphasizes guest satisfaction, upselling, and seamless coordination with Sales and Reservations.

The position requires a 4-year degree and supervisory experience, with strong Windows skills and OPERA familiarity. Expect long hours, including overnight shifts, in a fast-paced luxury setting.

Qualifications

• A 4-year college degree and at least 1 year of related experience required.
• Supervisory experience required. Labor experience and OPERA experiences preferred.
• Must be proficient in Windows, Company approved spreadsheets and word processing.
• Long hours sometimes required. Two overnight shifts with this position.
• Ability to stand during entire shift and maintain professional appearance.

Responsibilities

• Works closely with Sales and Reservations to fulfill all special requests for groups and VIPs.
• Assist daily in guest reception.
• Responds to social media feedback and follows up with guests.
• Communicates effectively with guests and team members across departments.
• Leads guest service training initiatives within the front office.
• Resolves guest complaints to satisfaction and escalates when needed.
• Registers guests, upsells to maximize room rates, and handles check-ins/check-outs.
• Maintains guest profiles and reviews reservations for special needs.
• Trains new front office staff and participates in MOD coverage.

Skills

Supervisory experience

Windows proficiency

Guest service

Communication

Multitasking

Education

4-year college degree

Tools

OPERA

Job description

Highgate Hotels in San Juan, Puerto Rico, seeks a Front Office Manager to oversee the Front Office operations, ensuring attentive service and maximum occupancy. The role emphasizes guest satisfaction, upselling, and seamless coordination with Sales and Reservations.

The position requires a 4-year degree and supervisory experience, with strong Windows skills and OPERA familiarity. Expect long hours, including overnight shifts, in a fast-paced luxury setting.