Front Office Team Lead – Guest Experience

HEI Hotels & Resorts; Orlando (FL); On-site; USD 48,000 - 66,000; Full time

Benefits offered by this job

Medical and Dental programs

Vision insurance through EyeMed

Vacation, Sick and Holiday programs

Pet insurance through ASPCA

401(k) with matching funds

Hotel room discount programs

Job summary

HEI Hotels & Resorts in Orlando is seeking a Front Office Manager to oversee day-to-day front desk operations and drive guest satisfaction. You will support registration, checkout, and service while ensuring brand standards and financial goals are met.

The role requires strong PMS skills, leadership in staffing, and ability to manage multiple tasks with superior communication. A high school diploma is required, with hotel experience preferred; on-site at our Bonnet Creek area property.

Qualifications

• Minimum 1 year of front desk experience.
• High School diploma or equivalent required.
• Hotel experience preferred.

Responsibilities

• Assist the Front Office Manager in managing front office operations.
• Ensure guest registration, checkout and telephone service align with brand standards.
• Prepare forecasts, reports and assist with the Rooms Division budget.
• Monitor front office systems and equipment for optimal performance.
• Track guest satisfaction surveys and maximize feedback usage.
• Provide training for entry level associates and supervisors.
• Schedule and control labor costs using labor management tools.
• Hire, train, develop and counsel staff as needed.
• Communicate directions clearly to staff and maintain professional relationships.

Skills

Front desk experience

PMS proficiency

Guest service oriented

Cash handling

Communication skills

Organizational skills

Leadership potential

Education

High School diploma or equivalent

Hotel experience preferred

Tools

PMS system

Job description

HEI Hotels & Resorts in Orlando is seeking a Front Office Manager to oversee day-to-day front desk operations and drive guest satisfaction. You will support registration, checkout, and service while ensuring brand standards and financial goals are met.

The role requires strong PMS skills, leadership in staffing, and ability to manage multiple tasks with superior communication. A high school diploma is required, with hotel experience preferred; on-site at our Bonnet Creek area property.