Front Office Manager

Dayton, OH, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Standard Hours

Benefits

Medical insurance

Dental Insurance

Vision Insurance

Life insurance

short-term disability

long-term disability

Competitive wages

Job Description

Our establishment is a distinguished hotel focused on providing exceptional guest experiences by maintaining high standards in service and hospitality. As a reputable player in the hospitality industry, we emphasize creating a welcoming environment that ensures every guest feels valued and satisfied during their stay. We pride ourselves on our commitment to quality, efficiency, and the continuous professional development of our team members. Our hotel operates with a strong adherence to brand standards, aiming to deliver superior product quality and customer service at every touchpoint.

We are currently seeking an experienced Front Office (Guest Services) Manager to lead our front desk operations. This role is pivotal in maintaining the seamless operations of the front office, ensuring that guests receive the highest level of satisfaction and service quality. The Front Office Manager will oversee all aspects of front desk management, including staff training, guest services, and operational standards compliance. This includes fostering a workplace culture that prioritizes guest satisfaction, empowering employees, and upholding the hotel’s brand reputation.

The ideal candidate will have a proven track record in hospitality management with hands-on experience in front desk operations. As the Guest Services Manager, you will act as the manager on duty, resolving issues promptly, and ensuring smooth communication among staff. Your role will encompass staff training and development, implementing customer service programs, and ensuring adherence to all applicable policies including health and safety codes and procedures. You will also be responsible for monitoring turnover rates, managing personnel files and payroll documentation following legal standards, and supporting the overall objectives of the hotel.

This full-time position offers competitive wages and is an excellent opportunity for those passionate about guest services and hotel management. We offer a comprehensive benefits package for full-time associates which includes medical, dental, vision plans, life insurance, and short-term/long-term disability options. By joining our team, you will play a key role in cultivating a positive service environment that promotes teamwork, professionalism, and elevated guest experiences.

Job Requirements

high school diploma or equivalent
prior experience in front office operations or guest services management
strong organizational skills
excellent communication skills
ability to manage multiple tasks efficiently
familiarity with hotel property management systems
knowledge of relevant health and safety regulations
ability to work a flexible schedule including weekends and holidays
leadership skills and experience supervising teams
attention to detail in compliance and reporting

Job Qualifications

experience in front office management or guest services leadership
strong knowledge of hotel front desk operations and guest service standards
excellent leadership and interpersonal skills
ability to train and mentor staff effectively
solid understanding of health and safety regulations in hospitality
proficiency with hotel management software and financial reporting
good conflict resolution and problem-solving abilities
demonstrated commitment to customer satisfaction
excellent organizational and communication skills
awareness of personnel policies and labor laws

Job Duties

maintains guest service as the driving philosophy of the hotel
is committed to making every guest satisfied
ensures all hotel staff, including new hires, know all components of guest services and are trained to meet standards
develops added value customer service programs
empowers hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance
acts as manager on duty for hotel and manages front desk operations
ensures front desk staff is trained in all front desk operations, including check-in/check-out procedures, telephone procedures, hotel amenities and computer systems
produces accurate financial reports on time
ensures all hotel employees know hotel objectives
ensures personnel files are accurate and comply with both local and federal laws and regulations
administers personnel policies fairly and consistently
resolves employee grievances in a fair and timely manner
helps develop management talent by acting as a mentor for direct reports
monitors and maintains acceptable turnover levels
knows local health and safety codes and regulations that apply to the hotel
understands and follows policies and procedures for the hotel’s key control system and ensures others follow them
has acceptable property quality audits
periodically inspects rooms, building exterior, parking lot, etc.