Front Office Lead: Guest Experience & Operations

Renaissance Baltimore Harborplace Hotel; Baltimore (MD); On-site; USD 64,000 - 68,000; Full time

Job summary

Renaissance Baltimore Harborplace Hotel is seeking an Assistant Front Office Manager to support the Front Office Manager in daily operations and guest services. Key responsibilities include managing daily front desk operations, resolving guest complaints, supervising staff, and assisting in revenue management. Candidates should have a high school diploma (GED acceptable) with a preference for a bachelor's degree in Hospitality or Business Administration, along with 2–3 years of relevant experience and strong leadership and communication skills. The position offers a salary range of $64,000 – $68,000 per year.

Qualifications

• 2–3 years of front desk or guest services experience, often with supervisory experience.
• Ability to stand for long periods and work flexible hours, including weekends and holidays.

Responsibilities

• Manage daily front desk operations, including guest registration and checkout procedures.
• Resolve high-level guest complaints efficiently to ensure satisfaction.
• Supervise, train, and schedule front desk staff, bell/door staff, and concierge.
• Assist with payroll, performance evaluations, and reporting.
• Assist in maximizing room revenue through upselling and monitoring room rates.
• Coordinate with Housekeeping, Maintenance, and Security departments.

Skills

Leadership

Communication

Interpersonal skills

Proficiency in PMS

Education

High school diploma or GED

Bachelor's degree in Hospitality or Business Administration

Job description

Renaissance Baltimore Harborplace Hotel is seeking an Assistant Front Office Manager to support the Front Office Manager in daily operations and guest services. Key responsibilities include managing daily front desk operations, resolving guest complaints, supervising staff, and assisting in revenue management. Candidates should have a high school diploma (GED acceptable) with a preference for a bachelor's degree in Hospitality or Business Administration, along with 2–3 years of relevant experience and strong leadership and communication skills. The position offers a salary range of $64,000 – $68,000 per year.