Front Desk Leader: Guest Experience & Operations

StepStone Hospitality; Charlotte (NC); On-site; USD 50,000 - 65,000; Full time

Job summary

Le Méridien Charlotte and Sheraton Charlotte, two connected hotels in Uptown Charlotte, seek a Front Desk Manager to lead the front desk team and elevate guest experiences.

The ideal candidate thrives in a fast-paced hospitality environment, excels in problem-solving, and is passionate about guest satisfaction and team development. This is a hands-on leadership position within a dynamic hotel operation.

Qualifications

• Minimum of 2 years of hospitality experience.
• Front Office supervisory or management experience required.
• Strong leadership, guest service, communication, and problem-solving skills.
• Experience training, coaching, and developing team members.
• Ability to work in a fast-paced environment and collaborate across departments.
• Flexible availability, including weekends and holidays.

Responsibilities

• Maintain high standards of quality and exceptional guest service.
• Lead and support Front Desk operations to ensure a positive guest experience.
• Respond to and resolve guest requests, concerns, and complaints promptly.
• Support departmental revenue and expense goals while identifying profitability opportunities.
• Assist in developing short- and long-term operational and financial plans.
• Provide operational oversight across Engineering, Housekeeping, and Food & Beverage as needed.
• Oversee problem resolution in the absence of the Director of Front Office.
• Increase guest satisfaction through strong leadership and consistent service standards.
• Manage reservation functions to optimize occupancy and average daily rate.
• Maintain procedures related to credit control, financial transactions, and guest security.
• Recruit, hire, train Front Office staff, including the Assistant Front Office Manager.
• Accurately utilize hotel systems and accounting software required for the position.

Skills

Leadership

Guest service

Communication

Problem solving

Job description

Le Méridien Charlotte and Sheraton Charlotte, two connected hotels in Uptown Charlotte, seek a Front Desk Manager to lead the front desk team and elevate guest experiences.

The ideal candidate thrives in a fast-paced hospitality environment, excels in problem-solving, and is passionate about guest satisfaction and team development. This is a hands-on leadership position within a dynamic hotel operation.