Front Office Manager

HEI Hotels & Resorts; Baltimore (MD); On-site; USD 70,000 - 75,000; Full time

Job summary

Join a leading hotel as a Front Office Manager where you will enhance guest experiences and lead a dedicated team. This role involves overseeing front desk operations, managing staff, and ensuring compliance with service standards. Enjoy a competitive salary and comprehensive benefits while contributing to a vibrant team culture.

Benefits

Health and Wellness Programs

401(k) Savings Plan with Matching

Pet Insurance

Paid Time Off

Qualifications

• Minimum of 2 years Front Desk experience, preferably in leadership role.
• Able to handle cash and credit transactions.
• Effective verbal and written communication skills.

Responsibilities

• Ensure efficient guest registration, checkout, and service.
• Interview, hire, train, and develop staff members.
• Monitor guest satisfaction surveys and resolve complaints.

Skills

Customer Service

Communication

Leadership

Education

High School Diploma

Bachelor’s Degree

Tools

PMS System

Job description

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About Us

Located in the vibrant heart of downtown, the Baltimore Marriott Inner Harbor at Camden Yards offers exceptional opportunities for our valued associates. Positioned for convenience with easy access to public transit and a discounted on-site parking option, commuting is effortless. Our team members enjoy complimentary meals, uniforms, and a wide range of career advancement possibilities—allowing you to build a fulfilling career while supporting your family and loved ones. Whether you seek a full-time position or a flexible part-time role, we welcome you to become part of our close-knit family. By joining us, you’ll be part of a passionate, fun-loving team that works hard and supports each other. As a member of the HEI family, you will experience the benefits of the HEI Loves culture, which is dedicated to celebrating our associates through competitive compensation, comprehensive benefits, and generous paid time off. Beyond the basics, our associates enjoy health and wellness programs, robust retirement plans, travel benefits, product and service discounts, and much more. At the Baltimore Marriott Inner Harbor, we’re committed to supporting you every step of the way, both professionally and personally.

Overview

The Front Office Manager at the Baltimore Marriott Inner Harbor will ensure wonderful guest experiences through consistent execution of service standards relating to the guest arrival, departure, and the entirety of the guests' stay. This will be done through optimal training, coaching, staffing, and supervision of labor, efficient management of operating supplies, and proactive monitoring of guest service scores and comments. This position will be present at the Front Desk during key arrival and departure times.

Essential Duties And Responsibilities

1. Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.
2. Implement company and franchise programs.
3. Prepare forecasts and reports and assist in the development of the room’s budget.
4. Monitor and maintain the front office systems and equipment to ensure their optimum performance.
5. Track guest satisfaction surveys and maximize usage of the guest response tracking system.
6. Develop and implement controls for expense management. Utilize labor management tools to schedule and control labor costs.
7. Interview, hire, train, develop, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate of staff members. Ensure timely completion of performance appraisals.
8. Communicate both verbally and in writing to provide clear direction to staff.
9. Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.
10. Ensure compliance of front office, guest service, and PBX standard operating procedures and policies. Ensure all Front Office Quality Standards are complied with and are consistently applied.
11. Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
12. Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
13. Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
14. Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues.
15. Regular attendance in conformance with the standards is essential to the successful performance of this position.
16. Comply with attendance rules and be available to work on a regular basis.
17. Perform any other job-related duties as assigned.

Qualifications And Skills

1. Minimum of 2 years Front Desk experience, preferably in leadership role.
2. High School Diploma or equivalent required, Bachelor’s degree preferred.
3. Proficient with PMS system.
4. Advanced knowledge of brand’s reward program.
5. Able to handle cash and credit transactions.
6. Computer literacy and financial management a must.
7. Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
8. General knowledge of local area attractions and transportation.
9. Able to observe and detect signs of emergency situations. Able to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.
10. Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues and labor relations, including, but not limited to the following statues and their comparable state and local laws.
11. Able to establish and maintain effective working relationships with associates and customers.
12. Able to make sound business decisions and take action quickly based on previous experience and good judgment.
13. Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning.
14. Effective verbal and written communication skills.
15. Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Compensation

Salary Range: $70,000.00 - $75,000.00 Annually

Tipped/Service Charge Eligible? No

Discretionary Performance Bonus Eligible? Yes

Benefits

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!

For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.