Guest Experience Lead — Front Office

HEI Hotels & Resorts; San Diego (CA); On-site; USD 41,000 - 44,000; Full time

Benefits offered by this job

Medical & Dental insurance

Vision insurance

401(k) with match

Hotel room discounts

Job summary

HEI Hotels & Resorts in San Diego is seeking a front office professional to assist the Front Office Manager in overseeing daily guest registration, checkout, and service standards. You will support staff, manage guest communications, and help ensure superior guest experiences at the Wyndham San Diego Bayside.

The role emphasizes strong customer service, teamwork, and adherence to brand standards, with opportunities to influence budget, scheduling, and staff development in a busy hotel

Qualifications

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

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 Rooms Division 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.
• Provide training for entry level associates and supervisors.
• 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.
• Ensure compliance of front office, guest service, and PBX standard operating procedures and policies.
• Coordinate activities with other hotel departments in order 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.
• Maintain all front desk related equipment and a par stock of supplies.
• 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.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

Skills

PMS Proficiency

Rewards program knowledge

Cash handling

Professional appearance

Front office operations

Communication skills

Multitasking

Organizational skills

Knowledge of local attractions

Customer relations

Verbal and written communication

Education

Front desk experience

High School diploma

Hotel experience preferred

Job description

HEI Hotels & Resorts in San Diego is seeking a front office professional to assist the Front Office Manager in overseeing daily guest registration, checkout, and service standards. You will support staff, manage guest communications, and help ensure superior guest experiences at the Wyndham San Diego Bayside.

The role emphasizes strong customer service, teamwork, and adherence to brand standards, with opportunities to influence budget, scheduling, and staff development in a busy hotel