Guest Experience Lead - Front Desk & Concierge

Think Hospitality; Miami Beach (FL); On-site; USD 34,000 - 52,000; Full time

Job summary

Think Hospitality in Miami Beach is seeking a Front Desk Guest Experience Manager to oversee registration, reservations, concierge services and front office reporting.

You will supervise check-in/out, communicate with bell staff and valet, handle guest requests and complaints, and ensure high service standards across departments. The role requires English fluency, leadership, and the ability to work day/evening/weekend shifts.

Qualifications

• Guest experience manager preferred.
• Outgoing and guest-first personality.
• Excellent communication, interpersonal, and organization skills.
• Sense of ownership.
• Guest-oriented mindset.
• Strong leadership skills.
• Integrity and professionalism.
• Ability to develop the team through training and follow-ups.
• Attention to detail.
• Must be able to carry 10 lbs.
• Commitment to superior customer service and excellent customer service skills.
• Proven ability to influence a team and achieve results.
• Flexibility and creative problem-solving ability.
• Strong initiative and self-motivation.
• Fluency in job related English both verbal and non-verbal.
• An appreciation and respect for the diversity of all individuals in the workplace.
• Ability to handle pressure and work in a fast paced environment.
• Must be able to work days, evenings, and weekends as necessary.

Responsibilities

• Oversees the registration process including inputting and retrieving information from computer, confirming pertinent information including number of guests and room rates. Assigns rooms based on guest's specific requests, VIP status etc. Issues keys and non-verbally confirms the room number and rate
• Informs guests on hotel facilities and amenities, provides directions within the property.
• Communicates luggage delivery / retrieval with the bell staff, and car requests with the valet if needed
• Oversees basic accounting procedures including exchange of foreign currency, cash handling, posting charges to guest folio, making adjustments etc
• Reviews reports such as credit limit report, arrivals/ departures, discrepancy report, group resumes etc and communicates pertinent information to the respective department
• Communicates credit issues to all revenue generating departments
• Projects a warm welcome, follows 10-5 rule, acknowledges waiting guests with no exception. Uses a clear and positive speaking voice, listens to understand requests, responds with appropriate action and provides options
• Communicates guest requests with the appropriate department
• Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listens and extends assistance in order to resolve guest dissatisfaction using empowerment within acceptable limits. Consults FO managers for further assistance
• Reviews departing guest's folios and invites guests back
• Makes reservations
• Acts as concierge assisting guests with directions, transportation and coordinated further accommodation through concierge.

Skills

Guest experience

Communication

Leadership

Problem solving

Customer service

Team development

Organizational skills

Flexibility

Job description

Think Hospitality in Miami Beach is seeking a Front Desk Guest Experience Manager to oversee registration, reservations, concierge services and front office reporting.

You will supervise check-in/out, communicate with bell staff and valet, handle guest requests and complaints, and ensure high service standards across departments. The role requires English fluency, leadership, and the ability to work day/evening/weekend shifts.