Hotel Front Desk: Guest Experience Leader

East Miami; Miami (FL); On-site; USD 29,000 - 41,000; Full time

Job summary

East Miami is seeking a Guest Experience Supervisor to support daily operations in Miami, FL. This full-time role focuses on delivering exceptional guest service, maintaining brand standards, and ensuring smooth check-in and payments.

You will lead Guest Experience Hosts, resolve guest and staff inquiries, and uphold safety and SOPs while promoting hotel programs and local attractions.

Qualifications

• Minimum three years hotel operations experience preferred.
• Excellent communication and guest relations skills.
• Knowledge of the local area, roadways, and services
• Must be able to lift up to 100 pounds and push/pull a cart weighing up to 350 pounds
• Position requires continual bending, lifting, stooping, and pushing
• Able to work a flexible schedule, including weekends and holidays.
• Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to stand, walk and continuously perform behind the front desk.
• Ability to observe and detect signs of emergency situations with or without reasonable accommodation.
• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
• Ability to establish and maintain effective working relationships with associates, customers and patrons.
• Command of languages at the workplace both written and verbal.

Responsibilities

• Delivers the brand promise and provides exceptional guest service at all times.
• Provides excellent service to internal customers.
• Handles all guest and employee complaints and inquiries in a courteous and efficient manner.
• Maintains positive guest and colleague interactions with good working relationships.
• Ensures that all hotel, company and local rules relating to money handling and licensing are adhered to.
• Communicates effectively both verbally and in writing to provide clear direction to staff.
• Assigns and instructs Guest Experience Hosts in details of work.
• Observes performance and encourages improvement.
• Greets guests immediately with a friendly and sincere welcome and provides accurate information.
• Completes registration by inputting and retrieving information from computer systems.
• Verifies credit cards for authorization; handles cash and posts charges.
• Promotes East Miami brands and programs; codes keys; closes out guest accounts at checkout.
• Answers telephone promptly and relays messages.
• Remains calm during emergencies and resolves issues with effective solutions.
• Makes decisions based on experience and adjusts approach for unusual situations.
• Complies with attendance rules and is available to work regularly.
• Performs other duties as assigned; stays up-to-date with SOPs.

Skills

Excellent communication

Guest relations skills

Knowledge of local area

Lift up to 100 pounds

Push/pull heavy cart

Flexible schedule

Basic mathematical skills

Input information on computer

Stand and walk behind front desk

Observe emergency situations

Verbal and written communication

Establish relationships with staff and

Languages at workplace

Job description

East Miami is seeking a Guest Experience Supervisor to support daily operations in Miami, FL. This full-time role focuses on delivering exceptional guest service, maintaining brand standards, and ensuring smooth check-in and payments.

You will lead Guest Experience Hosts, resolve guest and staff inquiries, and uphold safety and SOPs while promoting hotel programs and local attractions.