Guest Experience Lead - Front Office & Service

HEI Hotels & Resorts; Orlando (FL); On-site; USD 22,041 - 30,307; Full time

Benefits offered by this job

Medical and Dental programs

Vision insurance

Vacation, Sick, and Holiday programs

Pet insurance

Life and Disability insurance

401(k) with matching

Hotel room discounts

Job summary

HEI Hotels & Resorts is seeking a Front Desk professional for the Sheraton Orlando Lake Buena Vista Resort, a Marriott property in the Lake Buena Vista area. You will manage guest registration, checkout, and phone operations while applying brand standards and delivering outstanding service.

The role emphasizes leadership in a team environment, cash handling, familiarity with PMS, and knowledge of local attractions.

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.
• Able to effectively deal with internal and external customers.
• General knowledge of local area attractions and transportation.
• Able to observe emergency situations and stay calm.
• Knowledge of equal employment opportunity and labor laws.
• Ability to establish and maintain effective relationships.
• Knowledge of hotel operations and budgeting basics.

Responsibilities

• Ensure efficient guest registration, checkout, guest service, and telephone service, while applying brand standards.
• Implement company and franchise programs.
• Prepare forecasts and reports and assist in the development of the room's budget.
• Monitor front office systems and equipment for optimum performance.
• Track guest satisfaction surveys and maximize use of the guest response system.
• Develop and implement controls for expense management and labor costs.
• Interview, hire, train, develop, and manage staff; ensure timely appraisals.
• Communicate clearly to staff and maintain positive interaction with customers.
• Coordinate with other hotel departments to boost communication and guest satisfaction.
• Assist in daily inventory maintenance to optimize revenues and guest expectations.
• Resolve customer complaints and anticipate problems to maintain service quality.
• Develop sales relationships to improve occupancy and revenue.
• Regular attendance and adherence to company standards.

Skills

Front Desk

PMS system

Rewards program

Cash handling

Financial literacy

Customer service

Conflict resolution

Local attractions

Emergency response

Labor laws

Hotel operations

Job description

HEI Hotels & Resorts is seeking a Front Desk professional for the Sheraton Orlando Lake Buena Vista Resort, a Marriott property in the Lake Buena Vista area. You will manage guest registration, checkout, and phone operations while applying brand standards and delivering outstanding service.

The role emphasizes leadership in a team environment, cash handling, familiarity with PMS, and knowledge of local attractions.