Front Desk Manager: Lead Guest Experience

Le Meridien & Sheraton Charlotte Hotels; Charlotte (NC); On-site; USD 52,000 - 75,000; Full time

Job summary

Le Méridien Charlotte and Sheraton Charlotte Hotels in Uptown Charlotte seek a Front Desk Manager to lead guest services and front office operations. This hands-on leader will drive guest satisfaction, empower the team, and ensure smooth hotel operations.

The ideal candidate has hospitality leadership experience, exceptional communication, and strong problem-solving skills, with the ability to collaborate across Engineering, Housekeeping, and Food & Beverage to optimize occupancy and

Qualifications

• Minimum of 2 years of hospitality experience.
• Previous 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 and welcoming guest experience.
• Respond to and resolve guest requests, concerns, and complaints in a courteous and timely manner.
• Support departmental revenue and expense goals while identifying opportunities to maximize profitability.
• Assist in developing short- and long-term operational and financial plans that support the hotel’s objectives.
• Provide operational oversight across departments, including Engineering, Housekeeping, and Food & Beverage, as needed.
• Oversee problem resolution in the absence of the Director of Front Office.
• Increase guest satisfaction through leadership and consistent service standards.
• Manage reservation functions to support occupancy and ADR through associate selling techniques.
• Maintain procedures related to credit control, financial transactions, and guest security.
• Recruit, hire, train, and retrain Front Office associates, including the Assistant Front Office Manager.
• Accurately utilize hotel systems and accounting software required for the position.

Skills

Front Office leadership

Guest service excellence

Team development

Communication

Problem-solving

Training

Job description

Le Méridien Charlotte and Sheraton Charlotte Hotels in Uptown Charlotte seek a Front Desk Manager to lead guest services and front office operations. This hands-on leader will drive guest satisfaction, empower the team, and ensure smooth hotel operations.

The ideal candidate has hospitality leadership experience, exceptional communication, and strong problem-solving skills, with the ability to collaborate across Engineering, Housekeeping, and Food & Beverage to optimize occupancy and