Front Office Leader: Guest Experience & Operations

Marc & Rose Hospitality; Phoenix (AZ); On-site; USD 65,000 - 95,000; Full time

Job summary

The Arizona Grand Resort & Spa in Phoenix seeks a polished Front of House leader to partner with the Front Office Manager. You will shape first and last guest impressions and mentor staff across the front desks and related teams.

Responsibilities include welcoming VIP arrivals, resolving issues, coordinating events, and monitoring budgets to ensure outstanding service at a premier all-suite resort.

Qualifications

• High school diploma required; college degree preferred.
• At least two years of hospitality experience, including one year in a supervisory or leadership capacity.
• Exceptional command of written and spoken English; ability to communicate clearly under pressure.
• Comfort with moderately complex computer systems and the mathematical aptitude to manage billing and budgets.

Responsibilities

• Serve as a visible leader across Front Desk, Bell Desk, and PBX teams, coaching associates.
• Personally welcome VIP and VVIP arrivals, setting the tone for an unforgettable stay.
• Resolve guest challenges swiftly and professionally, documenting outcomes clearly.
• Partner with meeting planners and review group resumes to ensure flawless event execution.
• Monitor budgets, staffing levels, and labor reports, making informed decisions with Front Office Manager.
• Audit cash banks, handle departmental billing inquiries, and maintain accurate records.
• Respond to guest feedback across internal surveys and platforms, protecting the resort’s reputation.
• Prepare and distribute the Manager on Duty report for leadership alignment.
• Represent the Front Office with authority and warmth in pre-convention meetings.

Skills

English proficiency

Budgeting

Leadership

Customer service

Education

High school diploma; college degree preferred

Job description

The Arizona Grand Resort & Spa in Phoenix seeks a polished Front of House leader to partner with the Front Office Manager. You will shape first and last guest impressions and mentor staff across the front desks and related teams.

Responsibilities include welcoming VIP arrivals, resolving issues, coordinating events, and monitoring budgets to ensure outstanding service at a premier all-suite resort.