Guest Experience Lead – Front Office & Operations

Le Meridien & Sheraton Charlotte Hotels; Charlotte (NC); On-site; USD 48,000 - 72,000; Full time

Job summary

Le Meridien & Sheraton Charlotte Hotels is seeking an Assistant Front Office Manager to lead guest services, front desk operations, and revenue strategies in a dynamic hotel environment. The role requires a results-driven, guest-focused leader with operational knowledge and strong communication skills.

The position emphasizes staff development, professional presentation, and adherence to company policies while driving guest satisfaction and profitability across departments during the GM's

Qualifications

• Maintain high standards of quality guest service throughout hotel operations.
• Develop short- and long-term financial and operational plans aligned with hotel objectives.
• Oversee all operational aspects in the GM's absence, including Engineering, Housekeeping, and F&B.
• Lead resolution of guest issues and escalations promptly and professionally.
• Drive guest satisfaction through staff development and exceptional service delivery.
• Manage reservations to maximize occupancy and average daily rate via upselling.
• Maintain procedures for credit control, financial transactions, security of assets, and guest safety.

Responsibilities

• Provide support across various office functions as needed.
• Attend required meetings and uphold StepStone and hotel policies.

Skills

Guest service

Communication

Leadership

Education

High school diploma

Tools

Office software

Job description

Le Meridien & Sheraton Charlotte Hotels is seeking an Assistant Front Office Manager to lead guest services, front desk operations, and revenue strategies in a dynamic hotel environment. The role requires a results-driven, guest-focused leader with operational knowledge and strong communication skills.

The position emphasizes staff development, professional presentation, and adherence to company policies while driving guest satisfaction and profitability across departments during the GM's