Guest Experience Leader, Front Office

One Ocean Resort & Spa; El Paso, Northern (TX, KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Courtyard by Marriott in El Paso is seeking a hands-on Front Office Manager to lead the Front Office team, drive guest satisfaction, and uphold Marriott brand standards.

You will coach staff, manage scheduling, handle guest concerns, and collaborate with Housekeeping and Sales to ensure seamless operations.

This role requires strong leadership, excellent communication, and the ability to stay calm under pressure while delivering exceptional service.

Qualifications

• High school diploma or equivalent; hospitality degree preferred.
• Experience in Front Office or Guest Services is preferred.
• Supervisory or management experience is preferred.
• Brand hotel experience (Marriott or comparable) is strongly preferred.
• Familiarity with PMS systems and Front Office procedures.
• Excellent written and verbal communication skills.
• Strong organizational and problem-solving abilities.
• Ability to lead a team and work independently.
• Calm and professional under pressure; focus on guest service.

Responsibilities

• Oversee daily Front Office operations including check-in/out, reservations, room assignments, and cashiering.
• Lead Front Desk staff to ensure efficient, consistent operations.
• Ensure Front Office staff follow Marriott brand standards and hotel policies.
• Monitor guest satisfaction and handle concerns and service recovery.
• Coordinate with Housekeeping and other departments for smooth operations.
• Train, coach, and develop Front Office employees.

Skills

Front Office experience

Management experience

Brand hotel experience

PMS knowledge

Communication skills

Organizational skills

Leadership

Stress management

Customer service

Conflict resolution

Education

High school diploma

Hospitality degree preferred

Job description

Courtyard by Marriott in El Paso is seeking a hands-on Front Office Manager to lead the Front Office team, drive guest satisfaction, and uphold Marriott brand standards.

You will coach staff, manage scheduling, handle guest concerns, and collaborate with Housekeeping and Sales to ensure seamless operations.

This role requires strong leadership, excellent communication, and the ability to stay calm under pressure while delivering exceptional service.