Front Office Lead: Guest Experience & Revenue Management

The Ballantyne, A Luxury Collection Hotel; Charlotte (NC); On-site; USD 45,000 - 55,000; Full time

Benefits offered by this job

Paid Time Off

Employee Assistance program

Job summary

The Ballantyne, A Luxury Collection Hotel in Charlotte, NC seeks an experienced Assistant Front Office Manager to oversee daily front office operations, drive guest satisfaction, and support revenue optimization.

In this role you will supervise reception staff, coordinate scheduling, assist with budgeting and forecasting, and help implement new systems and procedures while maintaining a high standard of service for guests during weekends and holidays.

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.
• Supervise and train front office staff including receptionists and concierge.
• Manage staff schedules and ensure adequate coverage.
• Monitor daily operations and identify areas for improvement.
• Assist with revenue management strategies and yield management.
• Prepare reports and analyze key performance indicators.
• Handle administrative tasks such as payroll and budgeting.

Skills

Front office management

Leadership

Communication

PMS proficiency

Revenue management

Staff scheduling

Payroll & budgeting

Guest service

Tools

PMS software

Job description

The Ballantyne, A Luxury Collection Hotel in Charlotte, NC seeks an experienced Assistant Front Office Manager to oversee daily front office operations, drive guest satisfaction, and support revenue optimization.

In this role you will supervise reception staff, coordinate scheduling, assist with budgeting and forecasting, and help implement new systems and procedures while maintaining a high standard of service for guests during weekends and holidays.