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Front Office Manager
Job Overview
Employment Type
Full-time
Compensation
Hourly
Range $16.00 - $18.25
Work Schedule
Flexible
Weekend Shifts
Night Shifts
Benefits
Medical insurance
Dental Insurance
Vision Insurance
Life insurance
401k
Employee Referral Program
hotel discounts
Paid Time Off
performance-based bonuses
Job Description
Hampton Inn & Suites Charlotte-Arrowood, located at 9110 Southern Pine Blvd., Charlotte, NC 28273, is part of the Maya Hotels family, a leading hospitality group dedicated to excellence and guest satisfaction. Maya Hotels represents a prestigious collection of brands including Holiday Inn Express, Candlewood Suites, Avid Hotel, Tru, Hilton Garden Inn, Hampton Inn, and Aloft, which are well-known for their consistent quality and outstanding guest experiences. The company prides itself on a welcoming atmosphere that fosters career growth, work-life balance, and a supportive team environment. At Maya Hotels, employees are valued for their talents and dedication, contributing directly to the... Show More
Job Requirements
- Education bachelor’s degree in hospitality management or related field preferred
- Experience 2+ years of supervisory experience in front office guest services hospitality management or similar leadership role
- Strong leadership and communication skills
- Ability to interact with guests resolve complaints and enhance guest experiences
- Ability to make quick decisions under pressure
- Familiarity with property management and reservation software
- Understanding of revenue management and budgeting
- Willingness to work flexible schedules including nights weekends and holidays
- Ability to stand and walk for extended periods during shifts
- Ability to lift and carry up to 25 lbs including luggage and office supplies
- Comfortable working in a high-energy guest-facing environment
Job Qualifications
- Bachelor’s degree in hospitality management or related field preferred
- 2+ years of supervisory experience in front office guest services hospitality management or similar leadership role
- Strong ability to train mentor and manage front office staff effectively
- Strong ability to interact with guests resolve complaints and enhance guest experiences
- Ability to think clearly under pressure and make quick effective decisions
- Familiarity with hotel property management systems (PMS) and reservation software
- Understanding of revenue management budgeting and reporting
- Willingness to work varied schedules including nights weekends and holidays
Job Duties
- Supervise and train front desk staff including receptionists concierge and bell staff
- Set clear performance expectations conduct regular evaluations and provide coaching
- Foster a positive team-oriented work environment that enhances guest services
- Lead by example by delivering exceptional customer service and professionalism
- Ensure a warm and efficient check-in check-out process for all guests
- Handle guest inquiries requests and concerns with professionalism and efficiency
- Monitor guest feedback addressing service improvements and implementing corrective actions
- Collaborate with other departments to ensure seamless communication and cooperation
- Oversee reservation processes ensuring accuracy and efficiency in bookings
- Implement strategic pricing and upselling opportunities to maximize occupancy and revenue
- Monitor room availability arrivals and departures to facilitate smooth operations
- Work closely with sales and marketing team to make guest bookings and optimize revenue
- Develop and enforce standard operating procedures for the front office team
- Maintain accurate records of guest accounts financial transactions and room inventory
- Ensure the front desk and lobby area remain clean professional and welcoming
- Enforce hotel policies security measures and emergency procedures to ensure guest safety
- Assist in preparing and managing the front office budget to control costs effectively
- Monitor departmental expenses optimizing resource allocation and inventory management
- Analyze financial reports and implement strategies to maximize revenue and minimize expenses
- Collaborate with accounting to ensure accurate billing and financial reconciliations
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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