Front Office Leader: Guest Experience Champion

Concord Hospitality Enterprises; Raleigh (NC); On-site; USD 54,235 - 67,794; Full time

Job summary

Renaissance Raleigh Hotel, part of Concord Hospitality Enterprises, is seeking an experienced Front Office Manager to lead our guest services team and uphold brand standards in Raleigh, NC. This leadership role focuses on delivering superior guest experiences and guiding front desk operations with integrity.

Salary is $54,235.70 to $67,794.13, contingent on experience. The ideal candidate will mentor staff, drive guest satisfaction, and collaborate with Revenue and Sales to optimize occupancy

Qualifications

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

Responsibilities

• Inspire greatness in your team.
• Encourage and support team members to reach their full potential.
• Create a work environment that is a Great Place to Work for all.
• Lead with integrity, transparency, respect, and professionalism.
• Care for your team and their families.
• 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

Customer service

Revenue management knowledge

Communication skills

HR compliance awareness

Job description

Renaissance Raleigh Hotel, part of Concord Hospitality Enterprises, is seeking an experienced Front Office Manager to lead our guest services team and uphold brand standards in Raleigh, NC. This leadership role focuses on delivering superior guest experiences and guiding front desk operations with integrity.

Salary is $54,235.70 to $67,794.13, contingent on experience. The ideal candidate will mentor staff, drive guest satisfaction, and collaborate with Revenue and Sales to optimize occupancy