Guest Experience Lead – Front Office

Kaizen Lab Inc.; Birmingham, Northern (AL, KY); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Kaizen Lab Inc. in Birmingham, AL is seeking a Front Office Manager to oversee the front desk and guest services. You will lead a team to deliver courteous, efficient hospitality, handle guest requests, and coordinate reservations to maximize occupancy and revenue.

The role requires strong communication, leadership, and problem-solving skills, with experience in customer service or hotel-related fields. You will supervise scheduling, training, and adherence to SOPs in a collaborative environment.

Qualifications

• Preferably 3 years' experience in customer service, hotel, administrative, human resources, legal, educational, training, financial, or business related field
• Experience leading a team to deliver attentive, friendly, efficient hospitality at the Front Desk
• Ability to respond to guest requests, problems, complaints and/or accidents with courtesy and follow-up to ensure satisfaction
• Knowledge of front desk operations, scheduling, and revenue management principles
• Familiarity with hotel policies, safety, and compliance procedures

Responsibilities

• Establish and maintain attentive, friendly courteous and efficient hospitality at the Front Desk
• Respond to all guest requests, problems, complaints and/or accidents presented at the Front Desk or through the reservation, comment cards, letters and/or phone calls in an attentive, efficient, and courteous manner. Follow up to ensure guest satisfaction
• Motivate, coach, counsel and discipline all team members according to hotel standards
• Prepare team member schedules according to business forecast, payroll budget guidelines and productivity requirements
• Manage front desk operations to maximize room revenue and occupancy
• Ensure accurate cash handling and processes at the Front Desk
• Maintain SOPs for PBX and front office systems and oversee system operations

Skills

Customer service

Hospitality

Leadership

Staff coaching

Communication

Time management

Problem solving

Education

Higher education (2+ years)

Background screening

Tools

Microsoft Word

Excel

PowerPoint

Data entry

Database management systems

Job description

Kaizen Lab Inc. in Birmingham, AL is seeking a Front Office Manager to oversee the front desk and guest services. You will lead a team to deliver courteous, efficient hospitality, handle guest requests, and coordinate reservations to maximize occupancy and revenue.

The role requires strong communication, leadership, and problem-solving skills, with experience in customer service or hotel-related fields. You will supervise scheduling, training, and adherence to SOPs in a collaborative environment.