Front Office Supervisor: Guest Experience Leader

Hei Hotels Inc.; United States; Remote; USD 31,000 - 44,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k)

Job summary

HEI Hotels and Resorts in the United States seeks a Front Office role to assist the Front Office Manager in delivering exceptional guest service and efficient operations. The position emphasizes adherence to brand standards, smooth guest registration, and proactive problem resolution.

The role requires strong communication, multitasking, and teamwork, with an emphasis on maintaining a professional demeanor and contributing to revenue-focused objectives in a fast-paced hotel environment.

Qualifications

• Minimum 1 year front desk experience.
• High School diploma or equivalent required.
• Hotel experience preferred.
• Proficient with PMS system and computer literacy.
• Advanced knowledge of brand’s reward program.
• Able to handle cash and credit transactions.
• Maintain a professional appearance and manner at all times.
• Must possess thorough knowledge of all front office operations and individual job requirements.
• 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.
• Able to manage multiple tasks at all times and have excellent organizational skills.
• General knowledge of local area attractions and transportation.
• Must be able to stand up for 4 or more hours at a time with or without reasonable accommodation.
• Able to observe and detect signs of emergency situations.
• Able to establish and maintain effective working relationships with associates and customers.
• Able to remain calm and alert during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.
• Effective verbal and written communication skills.
• Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Responsibilities

• Ensure efficient guest registration, checkout, and service.
• Implement company and franchise programs.
• Prepare forecasts and reports and assist in Rooms Division budget.
• Monitor and maintain front office systems and equipment.
• Track guest satisfaction surveys and utilize feedback.
• Provide training for entry level staff.
• Control and manage expenses; optimize labor costs.
• Schedule staff with labor management tools.
• Interview, hire, train, develop, and discipline staff when needed.
• Ensure timely performance appraisals.
• Communicate directions to staff clearly.
• Resolve guest issues to maintain high satisfaction.
• Coordinate with other departments to improve occupancy and revenue.
• Maintain room inventory status to optimize revenues.
• Maintain front desk equipment and supplies.

Skills

Front desk

Customer service

Cash handling

PMS knowledge

Professional image

Communication

Multitasking

Problem solving

Brand rewards

Teamwork

Education

High School diploma

Tools

PMS system

Job description

HEI Hotels and Resorts in the United States seeks a Front Office role to assist the Front Office Manager in delivering exceptional guest service and efficient operations. The position emphasizes adherence to brand standards, smooth guest registration, and proactive problem resolution.

The role requires strong communication, multitasking, and teamwork, with an emphasis on maintaining a professional demeanor and contributing to revenue-focused objectives in a fast-paced hotel environment.