Head of Front Office & Guest Experience

Hei Hotels Inc.; Pasadena (CA); On-site; USD 85,000 - 90,000; Full time

Benefits offered by this job

401(k) Matching

Hotel room discounts

Medical & Dental plans

Vision insurance

Vacation/Sick/Holiday programs

Job summary

HEI Hotels and Resorts seeks a Front Office Manager to oversee the Front Office/Guest Services Department, ensuring profitability, quality standards, and top-tier guest satisfaction. You will lead a team, manage VIP arrivals, and drive service excellence across daily operations.

The role emphasizes staff leadership, training, and adherence to brand standards, with a focus on delivering warm, personalized service while maintaining payroll and scheduling efficiency.

Qualifications

• Minimum of three years of front office management experience.
• Minimum of two-year department head level experience.
• Excellent interpersonal skills to provide overall guest satisfaction.
• Excellent mathematical comprehension to understand numbers as they apply to operations in hotels.
• Ability to read, write, speak and understand the English language to communicate effectively with guests and team members.

Responsibilities

• Oversees the Front Office/Guest Services Department to ensure profitability, cost controls, and quality standards.
• Provides leadership and guidance to Front of House team members.
• Interacts positively with customers and resolves problems to satisfaction of parties involved.
• Manages VIP arrivals/departures and staff scheduling as required.
• Monitors staff training and adherence to Guest Service Delivery Standards.

Skills

Front office management

Guest services

Customer service

Team leadership

Communication skills

Job description

HEI Hotels and Resorts seeks a Front Office Manager to oversee the Front Office/Guest Services Department, ensuring profitability, quality standards, and top-tier guest satisfaction. You will lead a team, manage VIP arrivals, and drive service excellence across daily operations.

The role emphasizes staff leadership, training, and adherence to brand standards, with a focus on delivering warm, personalized service while maintaining payroll and scheduling efficiency.