Guest Experience Manager — Front Office & Operations

Crestview Management, LLC; Orlando (FL); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

401(k)

Flexible spending account

Health insurance

Health savings account

Life insurance

Paid time off

Vision insurance

Job summary

Crestview Management, LLC is looking for a Front Office Manager for the Orlando Airport Marriott Lakeside. This full-time role involves managing all Front Office operations, ensuring high guest satisfaction, and supervising team members.

The ideal candidate will have at least three years of hotel experience, two years in management, and a commitment to exceptional service. Benefits include health insurance, paid time off, and a 401(k) plan.

Qualifications

• 3 years hotel experience is required.
• 2 years management experience is required.
• 2 years in hotel & accommodations guest services is required.

Responsibilities

• Manage all Front Office operations including guest service and registration.
• Supervise and develop team member performance.
• Ensure compliance with company standards.
• Monitor guest satisfaction trends and resolve issues.

Skills

Guest service

Team management

Budgeting and forecasting

Complaint resolution

Education

High school or equivalent

Job description

We are currently seeking a new team member as a Front Office Manager at Orlando Airport Marriott Lakeside.

Our property, located by one of the busiest airports in the country, offers 485 guest rooms , approximately 30,000 square feet meeting space along with resort-like amenities such as an outdoor pool, pool bar and several food and beverage outlets including a full service restaurant, coffee shop and a concierge lounge reserved for our valued frequent travelers and VIP guests.

As Front Office Manager, you would be responsible for directing and administering Front Office operations in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards:

* Manage all Front Office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation
* Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations and delivering recognition and reward
* Monitor and assess service and satisfaction trends, evaluate and address issues and make improvements accordingly
* Ensure compliance with Company standards
* Meet and greet guests and respond to guest inquiries, requests and issues in a timely, friendly and efficient manner and resolves guest concerns
* Initiate and implement up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue
* Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
* Complete audit procedures, as needed
* Recruit, interview and train team members

Job Type: Full-time

• 401(k)
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• Holidays
• Night shift
• Weekend availability

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel experience: 3 years (Required)
• Management: 2 years (Required)
• Hotel & Accommodations Guest Services Staff: 2 years (Required)