Front Office Leader: Guest Experience & Operations

HEI Hotels & Resorts; Miami (FL); On-site; USD 50,000 - 61,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

Paid time off: vacation, sick, and hol

Pet insurance through ASPCA

401(k) with matching + employee/room-

Job summary

Aloft Miami Airport, part of HEI Hotels & Resorts, is seeking a Front Desk Leader to oversee guest registration, checkout, and service standards at our busy property near MIA. You will manage staff, ensure brand procedures, and contribute to a welcoming, efficient guest experience.

The role involves forecasting, budgeting support, labor cost control, vendor coordination, and delivering consistent quality while maintaining guest satisfaction.

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.
• Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.

Responsibilities

• Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are applied.
• Implement company and franchise programs.
• 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. Utilize labor management tools to schedule and control labor costs.
• Interview, hire, train, develop, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate of staff members.

Skills

Front Desk Leadership

Cash Handling

Customer Service Excellence

Financial Management

Computer Literacy

Communication Skills

Conflict Resolution

Tools

PMS System

Job description

Aloft Miami Airport, part of HEI Hotels & Resorts, is seeking a Front Desk Leader to oversee guest registration, checkout, and service standards at our busy property near MIA. You will manage staff, ensure brand procedures, and contribute to a welcoming, efficient guest experience.

The role involves forecasting, budgeting support, labor cost control, vendor coordination, and delivering consistent quality while maintaining guest satisfaction.