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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
accident insurance
critical illness insurance
401k
Job Description
Holiday Inn Express Charlotte Airport located at 108 Airport Commons Dr, Charlotte, NC 28208 is part of the Maya Hotels family, a well-established hospitality company known for its commitment to delivering exceptional guest experiences and operational excellence. Maya Hotels represents a portfolio of respected hotel brands including Holiday Inn Express, Candlewood Suites, Avid Hotel, Tru, Hilton Garden Inn, Hampton Inn, and Aloft, all of which are recognized for their quality and dedication to customer satisfaction. Maya Hotels prides itself on creating a welcoming and supportive work environment, fostering career development opportunities for its team members, and operating in a manner... 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 in a similar leadership role
- Leadership strong ability to train mentor and manage front office staff effectively
- Guest relations strong ability to interact with guests resolve complaints and enhance guest experiences
- Problem-solving ability to think clearly under pressure and make quick effective decisions
- Technical proficiency familiarity with hotel property management systems (PMS) and reservation software
- Revenue and financial acumen understanding of revenue management budgeting and reporting
- Flexibility willingness to work varied schedules including nights weekends and holidays
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 in a 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
- Ensure a warm and efficient check-in and 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
- 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
- Develop and enforce standard operating procedures for the front office team
- Maintain accurate records of guest accounts financial transactions and room inventory
- 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
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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