Front Office Manager

Concord Hotels and Resorts is a reputable hospitality company known for delivering quality service and ensuring guest satisfaction across its properties. With a strong foundation built on five cornerstones: Quality, Integrity, Community, Profitability, and Fun, Concord prides itself on creating a work environment that nurtures and values its associates, offering them career advancement opportunities in a supportive and engaging atmosphere. The company is dedicated to hiring the best talent in the hospitality market and maintains a drug-free workplace while fostering a culture where the Associate First policy is a way of life.

We are currently hiring a full-time Front Office Manager, a key leadership role within our hotel operations team, with a starting salary of $53,000 per year. The Front Office Manager, also referred to as the Guest Services Manager, is responsible for overseeing the front desk's success, guaranteeing guest satisfaction, and maintaining product quality standards that align with brand expectations. This role requires strong management skills to handle all aspects of the hotel’s front office in accordance with Brand standards, thereby ensuring a welcoming and friendly environment that promotes superior guest service.

As a leader, the Front Office Manager embodies exemplary performance, setting the standard for front desk staff and other hotel employees to follow. This role necessitates a hands-on approach to staff training, mentoring, and development to maintain a qualified and motivated front desk workforce. The Manager ensures all team members, including new hires, fully understand guest service requirements and hotel operational standards. By fostering added-value customer service programs and empowering employees to respond effectively to guest needs, the Manager contributes to a memorable guest experience.

In addition to managing front desk operations such as check-in/check-out processes, telephone etiquette, and computer systems, the Front Office Manager acts as the Manager on Duty, ensuring smooth daily operations of the front office. The role also involves revenue management support, participating in corporate and brand calls related to revenue strategies, and producing accurate financial reports punctually to support business growth.

Collaboration with the General Manager and Sales Manager/Director of Sales is essential to generate new business ideas, optimize rate codes, and manage rooming lists efficiently. The role also extends to human resource functions such as recruiting, orientation, training, performance planning, evaluation, and administering fair pay and reward programs. Maintaining compliance with local and federal laws for personnel files and applying policies consistently across the workforce are vital responsibilities.

Resolving employee grievances fairly and timely and serving as a mentor to develop management talent within the team are critical to maintaining a positive work environment. Monitoring turnover levels to ensure workforce stability is also part of the role. The Front Office Manager remains knowledgeable about applicable health and safety regulations and ensures the hotel's key control system policies are strictly followed.

The maintenance of physical product standards, including preventive maintenance programs, scheduling of deep cleaning activities, and regular property inspections, are also managed by this position to uphold high-quality audit standards. This multifaceted role is integral to creating an inviting environment for guests and associates alike and plays a pivotal part in upholding the stellar reputation of Concord Hotels and Resorts.