Hotel Front Office Manager

About the role

Carter Hospitality Group, LLC is seeking a Front Office Manager to join our dynamic team. This position oversees all aspects of the Front Office, ensuring optimal guest service and revenue generation.

Responsibilities

• Controls all guestroom reservations, ensuring accuracy and monitoring for maximum occupancy and revenue.
• Coordinates daily check-in/check-out processes, including guest room list distribution, room inspections, amenity placement, welcome letters, and gifts.
• Maintains constant oversight of staff performance, knowledge, hours, and breaks, ensuring adherence to company policies and procedures.
• Conducts pre-shift meetings and inspects employee grooming and attire.
• Monitors the check-in/check-out process and ensures exceptional guest service.
• Maintains communication between the Front Office and other departments.
• Works closely with the General Manager to review revenue and guest service goals.
• Collaborates with the Sales Department to meet group room requirements and properly bill.
• Coordinates with sales department to fulfill group expectations and needs.
• Follows up on VIP blocks and inspects rooms prior to arrival.
• Controls and monitors blocks, timeshare blocks, reservations, and additional blocking as needed.
• Reviews and updates departure reports daily, correcting discrepancies as necessary.
• Reviews and verifies Room Revenue Reports to ensure rates are correctly entered.
• Coordinates with Housekeeping and Maintenance teams for timely and professional room cleaning and repairs.
• Monitors cashiering procedures, handling shortages, overages, late charges, adjustments, and change-making.
• Collects and reports guest feedback and makes recommendations for improvements.
• Anticipates and resolves critical situations, executing appropriate solutions.
• Manages inventory and completes close-outs on extranets as required.
• Interviews, hires, trains, and coaches employees; plans, assigns, directs, and evaluates work.
• Ensures compliance with safety, security, and emergency procedures.
• Monitors out-of-order room reports and coordinates room restorations.
• Learns, understands, and enforces Standard Operating Procedures.
• Fulfills Manager on Duty shifts.
• Performs any and all duties assigned by management.

Requirements

• High school diploma or equivalent.
• Minimum of three years’ experience in Hotel Front Desk operations, leadership preferred.
• Previous experience with Opera PMS system.
• Effective communication skills in English.
• Ability to pass pre-employment testing (drug test, background check).
• Full availability to work days, evenings, nights, weekends, and holidays.
• Self-starting personality with an even disposition.
• Professional appearance and demeanor.
• Ability to communicate well with guests.
• Observation and detection of emergency situations.
• Positive working relationships with associates, customers, and patrons.
• Willingness to assist co-workers and be a team player.
• Patience, tact, and diplomacy in dealing with internal and external customers.
• Basic mathematical skills and calculator proficiency.
• Access and accurate input of information using a computer system.

Qualifications

• Ability to reach, bend, twist, pull, push, grasp, walk, stand, stoop, kneel, run, sit, climb, reach overhead, and bend.
• Ability to frequently lift up to 30 pounds of weight to chest height.
• Ability to stand, walk, and perform tasks behind the front desk continuously.

Skills

• Leadership
• Communication
• Problem-solving
• Customer service
• Time management
• Teamwork
• Mathematical skills
• Computer literacy

Benefits

• 401(k) matching
• Employee discounts
• Paid time off

Pay

$X.XX - $X.XX per hour, depending on experience and qualifications.

Schedule

Days, evenings, nights, weekends, and holidays.

Contact

For more information about this opportunity, please visit us at CarterHospitality.com.

Purpose

We enrich lives by crafting exceptional environments and experiences.

Niche

We design, build, and care for unique settings where communities thrive and memorable experiences come to life.

Equal Employment Opportunity

We are an Equal Employment Opportunity employer.