Front Office Manager

About the role

Join our team as a Front Office Manager at Residence Inn Wilmington Downtown! Are you the driving force behind an unforgettable guest experience? As the Front Office Manager, you’ll be the driving force behind our guests' first and lasting impressions. Your leadership will ensure that every interaction at our Front Desk is met with warmth and efficiency, setting the stage for a memorable stay. If you’re ready to take charge of the Front Office and lead a team dedicated to top-notch service, we want you to be part of our team!

Responsibilities

• Lead the Front Office team with a focus on attentiveness, friendliness, and efficiency, ensuring exceptional service throughout guests’ stays.
• Handle all guest requests, problems, and complaints with professionalism and follow up to guarantee satisfaction.
• Hire, train, coach, and motivate team members while managing performance.
• Maximize room revenue and occupancy by analyzing daily reports, monitoring rate efficiency, and overseeing credit reports.
• Ensure that no-show revenue is maximized through consistent and accurate billing.
• Work closely with Accounting to handle purchase orders, invoices, returned checks, rejected credit cards, employee discrepancies, etc.
• Supervise Front Office functions, ensuring accuracy in reporting and meeting all end-of-month deadlines.
• Maintain and monitor key control systems and ensure the cleanliness of the lobby and public spaces.
• Oversee the reservation process, ensuring courtesy and effective upselling techniques are maintained.
• Manage payroll, scheduling, and ensure proper cash handling at the Front Desk.
• Participate in required M.O.D. and Night Audit coverage as scheduled.
• Other duties as assigned.

Requirements

• At least 2+ years progressive experience hotel front office operations.
• Previous supervisory experience required.
• A high school diploma or equivalent is required; a 2 to 4-year college degree is preferred.
• Must be proficient with Windows operating systems.
• Flexible availability.

Qualifications

• Proficiency in Microsoft Office Suite.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Knowledge of hotel operations and procedures.
• Experience with property management systems.

Skills

• Customer service orientation.
• Problem-solving abilities.
• Time management and organizational skills.
• Attention to detail.
• Ability to manage multiple tasks simultaneously.

Benefits

• Health Benefits – Comprehensive Medical, Dental, and Vision insurance available starting the first of the month after just 30 days. (Full-time team members)
• Holidays & Paid Time Off – Take time to relax and recharge. (For eligible team members)
• 401(k) Retirement Plan – Secure your future with our generous company match.
• Education Program – Further your career with our tuition reimbursement program.
• Hotel Travel Discounts – Explore the world with special rates.
• Daily Pay – Access your earnings when you need them.

Pay

Competitive salary based on experience and qualifications.

Schedule

Flexible schedule to accommodate hotel operations.