Assistant Front Office Manager

Le Meridien & Sheraton Charlotte Hotels; Charlotte (NC); On-site; USD 60,000 - 80,000; Full time

Job summary

Le Meridien | Sheraton Charlotte Hotel is seeking an Assistant Front Office Manager to lead guest services, oversee reservations, and support the General Manager in daily operations.

The role focuses on maintaining high quality service, optimizing occupancy and ADR, coordinating with departments, and ensuring compliance with safety and financial controls.

Qualifications

• Maintains high standards of guest service.
• Ability to design and report statistics and presentations.
• Strong mathematical and computer skills.
• Comprehensive knowledge of hotel departments and functions.

Responsibilities

• Maintain high standards of quality guest service.
• Oversee reservations to maximize occupancy and ADR.
• Lead guest issue resolutions promptly and professionally.
• Drive guest satisfaction through staff development and service quality.
• Ensure compliance with credit control, assets security, and safety procedures.

Skills

Guest service

Communication

Upselling

Financial reporting

Team leadership

Education

High school diploma

CPR certification

Tools

Office software

Job description

Description

The Le Meridien | Sheraton Charlotte Hotel is currently seeking a dynamic, and motivated individual for the position of Assistant Front Office Manager at our StepStone Hospitality managed hotel. If you are a results-driven, guest-focused, and experienced sales professional, we want you to be a part of our team!

Administration

• Maintain high standards of quality guest service.


• Achieve budgeted revenues and expenses; maximize profitability across guest services.


• Develop short- and long-term financial and operational plans aligned with overall hotel objectives.


• Oversee all operational aspects in the GM’s absence, including Engineering, Housekeeping, and F&B.


• Lead resolution of guest issues and escalations promptly and professionally.


• Drive guest satisfaction through employee development and exceptional service delivery.


• Manage the reservations function to maximize room occupancy and average daily rate through strategic upselling.


• Maintain accurate procedures for credit control, financial transactions, security of assets, and guest safety.


• Respond to and resolve guest requests, complaints, and questions in a courteous and timely manner.


• Proficiently use various office and accounting software systems.

Support

• Strong command of the English language to communicate effectively with guests, team members, and vendors.


• Ability to assist in designing and preparing statistical reports and presentations.


• Accurately compile and report operational information.


• Provide support across various office functions as needed.


• Consistently uphold all StepStone and hotel policies and procedures.


• Attend all required meetings.

Personal Effectiveness

• Completes projects and assignments thoroughly, professionally, and with care.


• Adapts effectively to high-pressure situations and embraces change.


• Takes ownership of personal growth and professional development.


• Maintains a professional appearance and demeanor at all times; models standards for the entire team.

Communication

• Understands and actively promotes the StepStone mission and core values.


• Expresses ideas and conveys information clearly, effectively, and professionally.


• Listens actively and attentively to guests and colleagues.


• Shares company information, decisions, and concerns with appropriate parties in a timely manner.


• Resolves disagreements constructively and maintains respectful relationships with peers and co-workers.

Requirements

Required of All Associates

• Ability to lift a minimum of 20 pounds.


• Ability to push, bend, stoop, reach overhead, and perform tasks requiring manual dexterity.


• Ability to hear, write, and type accurately.


• Ability to pull a minimum of 20 pounds.


• Additional duties may be assigned as needed.

Additional Requirements Specific to This Role

• Comprehensive knowledge of all hotel departments and functions.


• Working knowledge of applicable federal, state, and local health, safety, and legal regulations.


• Strong mathematical and computer skills.


• High school diploma required; additional education or relevant training preferred.


• Ability to obtain required licenses or certifications in a timely manner.


• CPR certification required; first aid training preferred.


• Additional language proficiency preferred.

EOE – All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.