Assistant Front Desk Leader: Guest Experience & Operations

Concord Hospitality Enterprises; Raleigh (NC); On-site; USD 55,000 - 70,000; Full time

Job summary

Concord Hospitality Enterprises is seeking an Assistant Front Office Manager to support the leadership of our guest services team at our Raleigh, North Carolina properties. This role focuses on guest satisfaction, service excellence, and driving front desk efficiency.

The ideal candidate is a proactive leader with excellent communication and organizational skills, capable of mentoring associates, managing scheduling, budgets, and ensuring adherence to safety and company policies.

Qualifications

• Previous hotel front office or guest services supervisory/management experience.
• Strong knowledge of guest service standards, recovery planning, and associate training.
• Ability to analyze guest satisfaction data and implement improvement strategies.
• Excellent communication, leadership, and organizational skills.
• Strong financial acumen and knowledge of budgeting/accounting procedures.
• Familiarity with HR compliance, safety programs, and hotel systems.

Responsibilities

• Support and train associates to deliver exceptional guest service and resolve concerns proactively
• Monitor Guest Satisfaction Survey (GSS) results, create action plans for improvement, and recognize top performers
• Assist with front office operations, revenue strategies, and inventory management
• Oversee staff scheduling, hiring, onboarding, and performance management to maintain a strong team
• Ensure compliance with safety programs, emergency procedures, audits, and corporate policies
• Assist in developing and managing departmental budgets and financial objectives
• Partner with the Guest Service Manager to drive service culture and operational excellence

Skills

Front desk supervision

Guest service standards

Communication

Leadership

Organizational skills

Financial acumen

HR compliance & safety

Job description

Concord Hospitality Enterprises is seeking an Assistant Front Office Manager to support the leadership of our guest services team at our Raleigh, North Carolina properties. This role focuses on guest satisfaction, service excellence, and driving front desk efficiency.

The ideal candidate is a proactive leader with excellent communication and organizational skills, capable of mentoring associates, managing scheduling, budgets, and ensuring adherence to safety and company policies.