Front Office Manager OEM/HM

Pay

Pay range: $21.63 – $26.44 hourly (approximately $45,000 – $55,000 annually), based on a 40‑hour work week. The position is eligible to participate in an incentive program.

Schedule

Shift: 11:00 p.m. – 7:00 a.m. – must be able to work weekends, holidays, and Virginia Tech football games.

Overview

The Night Manager provides friendly, efficient, and hospitable front‑desk service, handling check‑in and check‑out, completing the night audit through the property management system, and ensuring a high‑quality guest experience. This role is part of the only full‑service hotel on the Virginia Tech campus, offering opportunities to expand hospitality knowledge and contribute to the Inn at Virginia Tech and Crestline Hotels & Resorts.

Responsibilities

• Create and execute innovative front‑office strategies to exceed guest satisfaction and revenue goals.
• Collaborate with front‑office team members in planning, development, and execution of departmental initiatives.
• Ensure front‑office staff and management are properly trained to standards and can operate all front‑office functions.
• Develop department managers and supervisors both personally and professionally.
• Investigate and resolve all guest complaints regarding service or accommodations.
• Monitor budgets and payroll records; review financial transactions for authorization and budgeting compliance.
• Establish performance and customer‑service standards for personnel.
• Review work procedures and operational issues to improve service, performance, or safety.
• Organize and direct training programs, resolve personnel problems, hire new staff, and evaluate employee performance.
• Provide leadership and mentoring to front‑office staff.
• Maintain complete knowledge of front‑office policies, service procedures, hotel features, room types, rates, packages, promotions, daily arrivals/departures, and in‑house group activities.
• Respond to daily operational demands and prepare weekly, monthly, quarterly, and yearly financial and payroll forecasts.
• Monitor security of public areas and establish par levels for supplies and equipment.
• Foster a quality, professional work environment and administer performance evaluations.
• Anticipate guest and employee needs, promote positive guest relations, and conduct pre‑shift meetings.
• Facilitate departmental strategic planning meetings.

Requirements

• High School diploma, GED, or equivalent work experience.
• Minimum 3 years of hospitality management experience.
• Computer skills required; familiarity with Microsoft Office preferred.
• Experience with hotel information systems is required.