Guest Experience Director, Front Office

Desert Hospitality Management, LLC Career Center; Oro Valley (AZ); On-site; USD 60,000 - 82,000; Full time

Job summary

Desert Hospitality Management, LLC Career Center is seeking a seasoned Guest Services Manager to supervise front desk, bell, concierge and night audit teams, and to drive guest satisfaction and profitability for the rooms division.

You will lead scheduling, training, and performance reviews, coordinate with revenue management, and ensure smooth nightly operations while upholding company policies and standards.

Qualifications

• High School diploma or equivalent and two years’ experience in Guest Services in medium to large sized hotel or similar industry.
• Alcohol awareness certification.
• Experience supervisory in guest services and front desk operations.

Responsibilities

• Schedules front desk agents, concierge and bell staff and telephone services; oversees reviews and development of staff.
• Oversees guest registration processes and check-in.
• Motivates staff and maintains a productive working environment.
• Achieves budgeted revenues and expenses and maximizes profitability for the rooms department.
• Assists revenue management with occupancy and ADR goals.
• Analyzes and reports departmental performance to leadership.
• Prepares financial and operating plans for the rooms department, including annual budget.
• Maintains knowledge of hotel property, amenities, and local attractions.
• Maintains procedures for hotel accounting, credit control and financial transactions.
• Ensures security procedures for monies, guest safety, and emergency situations.
• Aims to increase guest satisfaction through staff development and professional image.
• Responds promptly to guest requests or complaints and follows up.
• Maintains a professional image in appearance and conduct.
• Communicates policies to subordinates and aggressively recruits staff using company standards.
• Conducts safety and service training across the department.
• Fulfills Manager on Duty shifts and supports hotel operations.
• Ensures compliance with EEOC and Wage Hour laws.

Skills

Leadership

Interpersonal

Communication

Planning

Customer service

Computer skills

Education

High School diploma or equivalent

Tools

Hotel management software

Job description

Desert Hospitality Management, LLC Career Center is seeking a seasoned Guest Services Manager to supervise front desk, bell, concierge and night audit teams, and to drive guest satisfaction and profitability for the rooms division.

You will lead scheduling, training, and performance reviews, coordinate with revenue management, and ensure smooth nightly operations while upholding company policies and standards.