Assistant Front Office Manager: Guest Experience & Revenue

Northwood Investors LLC; Charlotte (NC); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Hotel Discounts

Paid Time Off

Employee Assistance program

Job summary

Northwood Investors LLC is seeking an Assistant Front Office Manager to support the Front Office Manager in daily operations at our Charlotte hotel asset. The role focuses on guest satisfaction, revenue optimization, and staff leadership to ensure smooth front desk operations.

You will oversee check-in/check-out, handle guest issues, and supervise front office personnel, while coordinating with revenue management to optimize rates and occupancy.

Qualifications

• Proven experience in a hotel front office management role.
• Strong leadership and supervisory skills.
• Excellent communication and interpersonal skills.
• Proficiency in hotel property management systems (PMS).
• Knowledge of revenue management principles.
• Ability to work flexible hours, including weekends and holidays.

Responsibilities

• Oversee guest check-in and check-out processes, ensuring efficiency and accuracy.
• Resolve guest complaints and issues promptly and professionally.
• Maintain a high level of guest satisfaction and loyalty.
• Supervise and train front office staff, including receptionists, bellhops, and concierge.
• Create and maintain a positive and productive work environment.
• Manage staff schedules and ensure adequate coverage.
• Monitor daily operations and identify areas for improvement.
• Ensure compliance with hotel policies and procedures.
• Assist with the implementation of new systems and procedures.
• Assist with revenue management strategies, including room rate optimization and yield management.
• Monitor occupancy rates and average daily rates.
• Prepare reports and analyze key performance indicators.
• Assist with budgeting and forecasting.
• Handle administrative tasks, such as payroll, scheduling, and inventory control.

Skills

Front office management

Leadership

Communication

Interpersonal skills

PMS proficiency

Revenue management

Flexibility with hours

Tools

PMS software

Job description

Northwood Investors LLC is seeking an Assistant Front Office Manager to support the Front Office Manager in daily operations at our Charlotte hotel asset. The role focuses on guest satisfaction, revenue optimization, and staff leadership to ensure smooth front desk operations.

You will oversee check-in/check-out, handle guest issues, and supervise front office personnel, while coordinating with revenue management to optimize rates and occupancy.