Front Office Manager - Beauport Hotel

Rockport, MA, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Salary

Range $60,000.00 - $70,000.00

Work Schedule

Flexible

Weekend Shifts

Benefits

Medical insurance

Dental Insurance

Vision Insurance

flexible spending accounts

Life insurance

401(k) with Company Match

Paid vacation

Paid holidays

Paid sick time

Access to employee perks

Job Description

Beauport Hotel is a premier waterfront destination located on Massachusetts' picturesque North Shore. Known for its rich history and charming ambiance, the hotel offers guests a unique and memorable stay experience, combining traditional elegance with modern amenities. The establishment caters to a diverse clientele, ranging from leisure travelers seeking a tranquil getaway to business guests attending local events. Beauport Hotel prides itself on delivering thoughtful, personalized service that exceeds guest expectations at every interaction, from the moment of reservation to their final morning at the hotel. The hotel features 94 guest rooms and offers various amenities designed to enhance guest comfort and convenience.\n\nThe Front Office Manager role at Beauport Hotel is essential in shaping the guest experience by overseeing the front desk, reservations, and night audit teams. This leadership position is responsible for ensuring the smooth operation and coordination of these departments to maintain high levels of guest satisfaction and operational efficiency. The ideal candidate will have a strong background in hotel front office operations, customer service excellence, and team leadership. Responsibilities include managing staff schedules, training new employees, monitoring daily activities, and collaborating directly with other hotel departments such as housekeeping to ensure seamless service delivery. The manager will also handle guest concerns promptly and effectively to guarantee positive outcomes and lasting impressions. \n\nThis position demands a bachelor’s degree, preferably in Hospitality Management or an equivalent field, coupled with at least two years of experience in hotel settings, including one year in a supervisory or management capacity at the front desk. Experience in boutique hotel environments is considered a plus. Proficiency in using industry-standard property management systems like RoomMaster, along with Microsoft Office and point-of-sale systems, is required to support backend operations and troubleshooting. The candidate must be an effective communicator, ideally bilingual, with the ability to lead and motivate a team to provide superior guest services. The role’s salary range is $60,000-$70,000 annually and is commensurate with experience.\n\nThe Front Office Manager will champion Beauport Hotel's commitment to creating unforgettable moments for every guest, emphasizing staff development, operational accuracy, and personalized attention. With a strong focus on teamwork, leadership, and guest engagement, this role plays a pivotal part in maintaining the hotel's reputation as a top hospitality destination. Candidates passionate about hospitality management and guest satisfaction are encouraged to join the Beauport Hospitality Group, which is an equal opportunity employer promoting diversity and inclusiveness in its workforce.

Job Requirements

Must have at least two years experience in a hotel with one or more years of management or supervisory experience in front office or front desk operations
Must have a working knowledge of front desk, reservations, and night audit operations
Must have experience in Microsoft Office and relevant hotel property management systems such as RoomMaster
Experience working point-of-sale systems to assist with troubleshooting
Familiarity with hotel rewards programs such as STASH
Ability to communicate effectively in English both verbally and in writing with a second language desirable
Ability to work a flexible schedule including weekends, holidays, and varying shifts based on hotel occupancy and business needs
Ability to stand for an eight-hour shift
Ability to lift up to 30 lbs
Salary range of $60,000 to $70,000 annually commensurate with experience

Job Qualifications

Bachelor's degree preferably specializing in Hospitality Management or equivalent experience
Minimum two years experience in a hotel environment with at least one year in a supervisory or management role in front office or front desk operations
Proficiency in Microsoft Office and hotel property management systems such as RoomMaster
Experience working with point-of-sale systems
Familiarity with hotel rewards programs such as STASH
Effective verbal and written communication skills in English
Ability to work flexible schedules including weekends, holidays, and varying shifts
Demonstrated leadership skills with ability to work efficiently and accurately
Strong customer service and interpersonal skills
Self-directed and motivated work ethic
Ability to exercise sound judgment and logic in evaluating situations

Job Duties

Oversee front desk, reservations, and night audit operations ensuring accuracy, proper procedures, and seamless shift transitions
Implement and maintain department standards
Hire and train all new staff in collaboration with the Director of Guest Services
Ensure all staff are trained and prepared to create memorable guest experiences
Monitor and manage staff coaching when necessary
Schedule staff adequately to maintain excellent service at all times
Oversee reservations process ensuring accurate bookings, rate application, and inventory management across all channels
Oversee nightly audit process ensuring accurate reconciliation of daily transactions and timely reporting
Monitor daily operations ensuring checklists are followed and shifts ready with promotional offers, VIP guests, and special event arrivals
Communicate with housekeeping to ensure guest rooms and special requests are up to standards and ready for check-in
Offer assistance to individual needs and requests of all guests
Ensure guests' needs are responded to in a timely and efficient manner
Tend to guests' complaints and questions providing exceptional customer service to ensure satisfaction
Manage performance reviews with staff
Maintain lobby and sitting area including ensuring coffee, beverages, and snacks are maintained
Follow proper cash handling procedures with the ability to post and reconcile charges applied to guest receipts
Maintain a positive work environment
Attend weekly meetings as necessary