Guest Experience Leader - Front Office

HEI Hotels & Resorts; Reston (VA); On-site; USD 65,000 - 72,000; Full time

Job summary

HEI Hotels & Resorts is seeking an experienced Front Office Manager to ensure guest service standards during arrival, stay, and departure. You will supervise labor, manage operating supplies, and monitor guest feedback to maintain high satisfaction scores.

The role requires leadership of front desk operations, training staff, and coordinating with other departments to optimize occupancy and revenue while upholding brand standards.

Qualifications

• At least 2 years Front Desk experience, preferably in leadership.
• Proficient with PMS system.
• Advanced knowledge of brand's rewards program.
• Able to handle cash and credit transactions.
• Computer literacy and financial management a must.

Responsibilities

• Oversee efficient guest registration, checkout, guest service and telephone service per 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 to ensure optimum performance.
• Track guest satisfaction surveys and maximize use of feedback systems.
• Develop controls for expense management and manage labor costs.

Skills

Front Desk Leadership

PMS System

Cash Handling

Customer Service

Budgeting

Staff Training

Job description

HEI Hotels & Resorts is seeking an experienced Front Office Manager to ensure guest service standards during arrival, stay, and departure. You will supervise labor, manage operating supplies, and monitor guest feedback to maintain high satisfaction scores.

The role requires leadership of front desk operations, training staff, and coordinating with other departments to optimize occupancy and revenue while upholding brand standards.