Assistant Front Office Manager—Guest Experience & Ops Lead

StepStone Hospitality; Charlotte (NC); Sur place; USD 52 000 - 76 000; Plein temps

Résumé du poste

StepStone Hospitality is seeking an Assistant Front Office Manager for the Le Meridien | Sheraton Charlotte Hotel. This role emphasizes guest service excellence, revenue management support, and operating oversight when the GM is unavailable.

You will lead front desk and reservations teams, ensure accurate reporting and training, and ensure compliance with health and safety regulations while delivering high hospitality standards and guest satisfaction.

Qualifications

• High school diploma required; further education is a plus.
• Comprehensive knowledge of hotel departments and functions.
• Experience in front office or hospitality management.
• CPR certification required; first aid training preferred.
• Ability to lift 20 pounds and perform manual tasks.
• Excellent communication and leadership skills.
• Ability to design and present reports and statistics.

Responsabilités

• Maintain high standards of quality guest service.
• Achieve budgeted revenues and expenses; maximize profitability.
• Develop short- and long-term financial and operational plans.
• Oversee all operational aspects in the GM's absence, including departments.
• Lead resolution of guest issues and escalations promptly.
• Drive guest satisfaction through service delivery and staff development.
• Manage the reservations function to maximize occupancy and ADR.
• Maintain procedures for credit control and asset security.
• Respond to guest requests, complaints, and questions courteously.
• Attend required meetings and uphold company policies.

Connaissances

English proficiency

Leadership

Customer service

Communication

Problem solving

Room revenue awareness

Formation

High school diploma

Outils

Office software

Accounting software

Description du poste

StepStone Hospitality is seeking an Assistant Front Office Manager for the Le Meridien | Sheraton Charlotte Hotel. This role emphasizes guest service excellence, revenue management support, and operating oversight when the GM is unavailable.

You will lead front desk and reservations teams, ensure accurate reporting and training, and ensure compliance with health and safety regulations while delivering high hospitality standards and guest satisfaction.