Front Office Lead: Guest Experience & Revenue

Northwood Hospitality LLC; Charlotte (NC); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Hotel Discounts

Paid Time Off

Employee Assistance program

Job summary

Northwood Hospitality LLC is seeking an Assistant Front Office Manager for The Ballantyne property in Charlotte, NC. The role focuses on assisting the Front Office Manager with daily operations, guest satisfaction, and revenue optimization.

You will supervise front desk staff, oversee check-in/check-out, resolve guest issues, and help implement systems while ensuring a positive work environment and adherence to policies.

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

Guest Service

Revenue Management

Scheduling

Communication

Tools

PMS (Property Management System)

Job description

Northwood Hospitality LLC is seeking an Assistant Front Office Manager for The Ballantyne property in Charlotte, NC. The role focuses on assisting the Front Office Manager with daily operations, guest satisfaction, and revenue optimization.

You will supervise front desk staff, oversee check-in/check-out, resolve guest issues, and help implement systems while ensuring a positive work environment and adherence to policies.