Front Office Lead: Guest Experience & Operations

Tapestry Conshohocken; Raleigh (NC); On-site; USD 54,235 - 67,794; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) match

Tuition assistance

Discounted room rates

Training & development

Career advancement opportunities

Job summary

Renaissance Raleigh Hotel is seeking a Front Office Manager to lead the front desk operations in Raleigh, NC. This on-site, full-time role focuses on guest satisfaction, brand standards, and team leadership to deliver exceptional service.

The selected candidate will supervise check-in/check-out, telephone procedures, revenue-related duties, HR functions, and daily reporting, while acting as Manager on Duty and collaborating with the General Manager and Sales team to maximize occupancy and guest

Qualifications

• Proven leadership in hotel front office or guest services management.
• Strong customer-service philosophy and guest-first culture.
• Knowledge of revenue management, financial reporting, and hotel operations.
• Excellent communication, training, and problem-solving skills.
• Familiarity with HR best practices and compliance standards.

Responsibilities

• Maintain guest service as the driving philosophy of the hotel, ensuring every guest leaves satisfied.
• Train, motivate, and empower front desk staff to deliver responsive and professional guest assistance.
• Oversee all front desk operations, including check-in/check-out, telephone procedures, hotel amenities, and system use.
• Act as Manager on Duty, supporting hotel-wide operations when required.
• Partner with the General Manager and Sales team to generate business opportunities, set rate codes, and manage rooming lists.
• Assist with Revenue Management functions and actively participate in revenue calls with corporate and brand teams.
• Produce accurate financial reports in a timely manner.
• Manage HR functions for front desk staff including recruiting, hiring, training, evaluations, and retention efforts.
• Ensure compliance with personnel policies, labor regulations, health and safety codes, and key control procedures.
• Conduct property inspections and oversee preventive maintenance and deep-cleaning schedules to maintain product standards.
• Mentor and develop management talent within the front office team.

Skills

Leadership in front office

Customer service focus

Revenue management

Communication & training

HR compliance

Job description

Renaissance Raleigh Hotel is seeking a Front Office Manager to lead the front desk operations in Raleigh, NC. This on-site, full-time role focuses on guest satisfaction, brand standards, and team leadership to deliver exceptional service.

The selected candidate will supervise check-in/check-out, telephone procedures, revenue-related duties, HR functions, and daily reporting, while acting as Manager on Duty and collaborating with the General Manager and Sales team to maximize occupancy and guest