Guest Experience Leader - Front Office

Think Hospitality; Miami Beach (FL); On-site; USD 42,000 - 64,000; Full time

Job summary

Think Hospitality is seeking a Guest Experience Manager to oversee front desk operations, reservations, and guest services at our Miami property. The role emphasizes creating a seamless guest journey with proactive engagement and personalized touches.

You will handle check-in/out, room assignments, VIP treatments, and coordination with bell staff while maintaining high service standards and efficient cross-department communication.

Qualifications

• Guest experience manager preferred.
• Outgoing, guest-first personality withExcellent communication and interpersonal abilities.
• Strong leadership and ability to develop the team through training.
• Attention to detail and commitment to superior customer service.
• Fluency in English (verbal and non-verbal) and ability to work under pressure.
• Willingness to work days, evenings and weekends as necessary.

Responsibilities

• Oversees registration, check-in, and check-out processes, assigning rooms per requests and VIP status.
• Informs guests about hotel facilities and directions within the property.
• Coordinates luggage, bell staff, and valet services as needed.
• Manages basic accounting procedures including currency exchange and folio postings.
• Reviews operational reports and communicates findings to relevant departments.
• Handles guest complaints, researches issues, and resolves to guest satisfaction.
• Welcomes guests warmly, adhering to 10-5 rule and providing options and assistance.
• Fields guest requests and coordinates with appropriate departments to fulfill them.
• Makes reservations and acts as concierge for directions and transportation.

Skills

Guest experience management

Outgoing personality

Communication skills

Leadership skills

Team development

Attention to detail

Handle pressure

Fluency in English

Customer service

Problem solving

Job description

Think Hospitality is seeking a Guest Experience Manager to oversee front desk operations, reservations, and guest services at our Miami property. The role emphasizes creating a seamless guest journey with proactive engagement and personalized touches.

You will handle check-in/out, room assignments, VIP treatments, and coordination with bell staff while maintaining high service standards and efficient cross-department communication.