Guest Services Lead: Front Office & Operations

HEI Hotels; Orlando (FL); On-site; USD 48,000 - 64,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) / Retirement plan

Paid time off

Employee discount

Pet insurance

Job summary

HEI Hotels is seeking a Front Office Manager for the Sheraton Orlando Lake Buena Vista Resort in Orlando, FL. You will oversee guest arrival/departure, staff supervision, and front desk operations to meet brand standards and drive guest satisfaction.

Responsibilities include forecasting, budgeting, labor control, and communicating clearly with staff and guests. Experience with PMS and rewards programs is essential for success in this role.

Qualifications

• Minimum of 2 years front desk experience with leadership responsibility.
• Proficient with PMS systems and guest service software.
• Advanced knowledge of the brand’s rewards program.
• Able to handle cash and credit transactions with accuracy.
• Strong communication and conflict resolution skills.
• Knowledge of local attractions and transportation helpful.

Responsibilities

• Ensure efficient guest registration, checkout, and telephone service.
• Monitor front office systems and equipment for optimal performance.
• Develop and manage labor budgets and schedule staffing.
• Investigate and resolve guest complaints to maintain high satisfaction.
• Coordinate with sales to improve occupancy and revenue.
• Complete performance appraisals and maintain staff coaching.

Skills

Leadership experience

PMS system

Cash handling

Guest service

Budget/expense control

Communication

Tools

PMS system

Job description

HEI Hotels is seeking a Front Office Manager for the Sheraton Orlando Lake Buena Vista Resort in Orlando, FL. You will oversee guest arrival/departure, staff supervision, and front desk operations to meet brand standards and drive guest satisfaction.

Responsibilities include forecasting, budgeting, labor control, and communicating clearly with staff and guests. Experience with PMS and rewards programs is essential for success in this role.