HEI Hotels & Resorts
Front Office Manager – Courtyard Orlando Lake Buena Vista, Marriott Village
At HEI Hotels and Resorts, we recognize that our success is largely due to our people.
We invest in our associates with top‑tier tools, training, support, and competitive compensation and benefits to help them excel.
The Courtyard Orlando Lake Buena Vista is part of a complex of four Marriott properties in the Lake Buena Vista area.
Located in the center of the magic, it sits between Walt Disney World and Universal Studios.
We value U.S. military experience and encourage all qualified candidates to apply, even if your experience does not perfectly match every qualification listed.
Overview : Ensure guest service standards of arrival, departure, and all guest contacts by providing optimal training, staffing, and supervision, managing operating supplies, and proactively monitoring guest service scores and comments.
Essential Duties and Responsibilities :
Ensure efficient guest registration, checkout, service, and telephone service, while applying all brand standards.
Implement company and franchise programs.
Prepare forecasts and reports and assist in developing the room’s budget.
Monitor and maintain front office systems and equipment for optimal performance.
Track guest satisfaction surveys and maximize usage of the guest response tracking system.
Develop and implement controls for expense management; use labor management tools to schedule and control labor costs.
Interview, hire, train, develop, resolve problems, provide open communication, and recommend discipline or termination when appropriate; ensure timely completion of performance appraisals.
Communicate verbally and in writing to give clear direction to staff.
Interact positively with customers and take action to resolve problems, maintaining a high level of customer satisfaction and quality.
Ensure compliance of front office, guest service, and PBX standard operating procedures and policies. Ensure all Front Office Quality Standards are complied with and consistently applied.
Coordinate activities with other hotel departments to facilitate increased communication and guest satisfaction.
Assist in the daily maintenance of room inventory status to achieve optimal revenue levels while meeting guest expectations.
Resolve customer complaints; anticipate potential problems by reviewing complaints, operational issues, business flow, and associate performance.
Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy and revenues.
Maintain regular attendance and comply with attendance rules.
Perform any other job‑related duties as assigned.
Qualifications and Skills :
Minimum of 2 years front desk experience, preferably in a leadership role.
Proficient with PMS systems.
Advanced knowledge of brand reward programs.
Able to handle cash and credit transactions.
Computer literacy and financial management a must.
Able to effectively deal with internal and external customers, often requiring high patience, tact, diplomacy, and conflict resolution.
General knowledge of local attractions and transportation.
Able to observe and detect signs of emergency situations; remain calm and alert during emergencies or heavy hotel activity, serving as a role model for clerks and associates.
Working knowledge of federal, state, local equal employment opportunity, civil rights, occupational safety, health wage and hour issues, and labor relations laws.
Able to establish and maintain effective working relationships with associates and customers.
Ability to make sound business decisions and act quickly based on experience and good judgment.
Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long‑range planning.
Effective verbal and written communication skills.
Ability to adapt communication style for different audiences including supervisors, coworkers, and the public.
HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers choices for your physical, mental, and financial wellness, including medical, dental, vision, vacation, sick, holiday, pet, life, disability, 401(k) with matching, and other incentives.
Specific program details and eligibility vary by location and employment status.
HEI Hotels and Resorts is an equal opportunity employer.
We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
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We invest in our associates with top‑tier tools, training, support, and competitive compensation and benefits to help them excel.
The Courtyard Orlando Lake Buena Vista is part of a complex of four Marriott properties in the Lake Buena Vista area.
Located in the center of the magic, it sits between Walt Disney World and Universal Studios.
We value U.S. military experience and encourage all qualified candidates to apply, even if your experience does not perfectly match every qualification listed.
Overview : Ensure guest service standards of arrival, departure, and all guest contacts by providing optimal training, staffing, and supervision, managing operating supplies, and proactively monitoring guest service scores and comments.
Essential Duties and Responsibilities :
Ensure efficient guest registration, checkout, service, and telephone service, while applying all brand standards.
Implement company and franchise programs.
Prepare forecasts and reports and assist in developing the room’s budget.
Monitor and maintain front office systems and equipment for optimal performance.
Track guest satisfaction surveys and maximize usage of the guest response tracking system.
Develop and implement controls for expense management; use labor management tools to schedule and control labor costs.
Interview, hire, train, develop, resolve problems, provide open communication, and recommend discipline or termination when appropriate; ensure timely completion of performance appraisals.
Communicate verbally and in writing to give clear direction to staff.
Interact positively with customers and take action to resolve problems, maintaining a high level of customer satisfaction and quality.
Ensure compliance of front office, guest service, and PBX standard operating procedures and policies. Ensure all Front Office Quality Standards are complied with and consistently applied.
Coordinate activities with other hotel departments to facilitate increased communication and guest satisfaction.
Assist in the daily maintenance of room inventory status to achieve optimal revenue levels while meeting guest expectations.
Resolve customer complaints; anticipate potential problems by reviewing complaints, operational issues, business flow, and associate performance.
Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy and revenues.
Maintain regular attendance and comply with attendance rules.
Perform any other job‑related duties as assigned.
Qualifications and Skills :
Minimum of 2 years front desk experience, preferably in a leadership role.
Proficient with PMS systems.
Advanced knowledge of brand reward programs.
Able to handle cash and credit transactions.
Computer literacy and financial management a must.
Able to effectively deal with internal and external customers, often requiring high patience, tact, diplomacy, and conflict resolution.
General knowledge of local attractions and transportation.
Able to observe and detect signs of emergency situations; remain calm and alert during emergencies or heavy hotel activity, serving as a role model for clerks and associates.
Working knowledge of federal, state, local equal employment opportunity, civil rights, occupational safety, health wage and hour issues, and labor relations laws.
Able to establish and maintain effective working relationships with associates and customers.
Ability to make sound business decisions and act quickly based on experience and good judgment.
Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long‑range planning.
Effective verbal and written communication skills.
Ability to adapt communication style for different audiences including supervisors, coworkers, and the public.
HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers choices for your physical, mental, and financial wellness, including medical, dental, vision, vacation, sick, holiday, pet, life, disability, 401(k) with matching, and other incentives.
Specific program details and eligibility vary by location and employment status.
HEI Hotels and Resorts is an equal opportunity employer.
We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
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