Front Office Leader: Guest Experience & Hotel Ops

Hei Hotels Inc.; Miami (FL); On-site; USD 50,000 - 61,000; Full time

Benefits offered by this job

Medical and Dental through Anthem Blue

Vision insurance through EyeMed

Vacation, Sick and Holiday

Pet insurance through ASPCA

401(k) with matching funds

Hotel room discounts

Job summary

HEI Hotels and Resorts is seeking a Front Desk leader to ensure guest registration, check-out and service excellence across the guest experience. You will enforce brand standards, manage front office operations, and monitor guest satisfaction while coordinating with other departments to maximize occupancy and revenue.

The role requires at least 2 years of Front Desk experience, proficiency with the PMS system, and strong cash handling and communication skills.

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.
• Computer literacy and financial management a must.
• Knowledge of local area attractions and transportation.
• Able to observe and respond to emergencies calmly.

Responsibilities

• Ensure efficient guest registration, checkout, and telephone service.
• Maintain brand standards across front office operations and PBX.
• Prepare forecasts and reports; assist in room budgeting.
• Monitor front office systems and guest satisfaction tracking.
• Schedule and control labor costs using labor management tools.
• Hire, train, and develop front desk staff; address performance issues.
• Coordinate with other departments to improve occupancy and guest satisfaction.

Skills

Front Desk Experience

PMS System

Cash Handling

Customer Service

Communication Skills

Emergency Preparedness

Tools

PMS System

Job description

HEI Hotels and Resorts is seeking a Front Desk leader to ensure guest registration, check-out and service excellence across the guest experience. You will enforce brand standards, manage front office operations, and monitor guest satisfaction while coordinating with other departments to maximize occupancy and revenue.

The role requires at least 2 years of Front Desk experience, proficiency with the PMS system, and strong cash handling and communication skills.