Front Office Leader & Guest Services Manager

Hilton Garden Inn Charlotte/Mooresville, NC; Knoxville (TN); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical

Vision

Dental

401K

Immediate Pay- earned wage access

Vacation time

Sick time

Holiday pay

Bonus opportunities

Brand-specific employee discounts

Long term/short term disability

Life insurance

Job summary

Kana Hotel Group seeks a Front Office leader to supervise the guest services team and ensure excellence in service delivery. You will schedule staff, conduct training, handle interviews, and maintain a high-quality, service-oriented environment at all times.

As manager on duty, you will address guest concerns, assist with budgets, and collaborate with Housekeeping to improve cross-department communication. Strong customer service, supervisory experience, and hospitality knowledge are required.

Qualifications

• Associates degree in hospitality preferred.
• 1-3 years’ experience in hospitality required.
• Supervisory experience preferred.
• Customer service experience required.

Responsibilities

• Manage and monitor activities of all employees in the Front Office department making sure the team adheres the standards of excellence.
• Schedule guest service team members according to labor standards and forecasted occupancy.
• Conduct employee training and development; assist in performance reviews and disciplinary action.
• Conduct applicant screening and initial interviews of guest services applicants.
• Maintain a professional and high-quality service-oriented environment at all times.
• Act as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.
• Develop short term and long term financial and operational plans for the guest service department which relate to the overall objectives of the hotel. Participate in the preparation of the annual hotel budget.
• Achieve budgeted revenues and expenses and maximizes profitability related to the guest services department.
• Inform all Front Office staff of daily activities, group and VIP arrivals as well as special requests and repeat guests.
• Check accommodations, making sure any special requests are carried out.
• Manage the reservation function to maintain highest possible room occupancy and average daily rate through suggestive selling by employees.
• Greet guests upon arrival and ensure escort to accommodations if appropriate.
• Track employee performance with upselling guest rooms.
• Work closely with the Housekeeping Department to improve guest services and foster cross departmental communication.
• Maintain procedures for credit control and handling of financial transactions, security of monies, guest security and emergency procedures.
• Coordinate daily activities with hotel management team on a daily basis.
• Hold monthly department meetings keeping staff informed of all activities in the hotel.
• Other duties as assigned.

Skills

Customer service

Team supervision

Staff training

Scheduling

Education

Associates Degree in Hospitality

Job description

Kana Hotel Group seeks a Front Office leader to supervise the guest services team and ensure excellence in service delivery. You will schedule staff, conduct training, handle interviews, and maintain a high-quality, service-oriented environment at all times.

As manager on duty, you will address guest concerns, assist with budgets, and collaborate with Housekeeping to improve cross-department communication. Strong customer service, supervisory experience, and hospitality knowledge are required.