Guest Experience Front Office Manager

HEI Hotels & Resorts; United States; On-site; USD 70,000 - 75,000; Full time

Benefits offered by this job

Medical and Dental Insurance

Vision Insurance

Paid time off

401(k) with matching

Hotel room discounts

Pet insurance

Job summary

HEI Hotels & Resorts is seeking a Front Office Leader to oversee guest arrival, departure, and related interactions, ensuring brand standards are met with effective staffing and supervision. The role focuses on training, budgeting, and labor optimization to maximize guest satisfaction and revenue.

The ideal candidate brings 2+ years at the Front Desk, strong communication, and familiarity with hotel operations, rewards programs, and AML policies.

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.
• Effective verbal and written communication skills.
• Knowledge of local area attractions and transportation.
• Able to observe and detect signs of emergency situations.
• Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues and labor relations.
• Able to establish and maintain effective working relationships with associates and customers.
• Able to make sound business decisions and take action quickly based on previous experience and good judgment.
• Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning.
• Effective verbal and written communication skills.

Responsibilities

• Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being 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.
• Communicate both verbally and in writing to provide clear direction to staff.
• Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.
• Coordinate activities with other hotel departments to facilitate increased levels of communication and guest satisfaction.
• Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
• Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
• Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues.

Job description

HEI Hotels & Resorts is seeking a Front Office Leader to oversee guest arrival, departure, and related interactions, ensuring brand standards are met with effective staffing and supervision. The role focuses on training, budgeting, and labor optimization to maximize guest satisfaction and revenue.

The ideal candidate brings 2+ years at the Front Desk, strong communication, and familiarity with hotel operations, rewards programs, and AML policies.