Front Office Manager

Holiday Inn Express Charlotte Airport; Charlotte (NC); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Voluntary Life & AD&D

401K

Hotel Discounts

Paid Time Off

Bonus Potential

Career Growth

Job summary

Maya Hotels, representing Holiday Inn Express Charlotte Airport, seeks a Front Office Manager in Charlotte, NC to oversee front desk operations and lead a high-performing team. The role emphasizes guest experience, staff development, and seamless coordination with other departments.

Ideal candidates will have hospitality leadership experience, strong problem-solving skills, and proficiency with PMS and reservation systems.

Qualifications

• Bachelor’s degree in hospitality management or related field preferred.
• 2+ years supervisory experience in front office, guest services, hospitality management or similar leadership role.

Responsibilities

• Supervise and train front desk staff, including receptionists, concierge, and bell staff.
• Set clear performance expectations, conduct regular evaluations, and provide coaching.
• Foster a positive, team-oriented work environment that enhances guest services.
• Lead by example by delivering exceptional customer service and professionalism.

Skills

Front desk supervision

Team leadership

Customer service

Operational excellence

Hospitality knowledge

PMS knowledge

Education

Bachelor’s degree in hospitality management

Tools

PMS software

Reservation systems

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Front Office Manager

Full Time Holiday Inn Express & Suites Charlotte Airport CLT, Charlotte, NC, US

Holiday Inn Express Charlotte Airport |108 Airport Commons Dr, Charlotte, NC 28208

Join Maya Hotels and Take the Next Step in Your Career!

Are you a hardworking and customer-focused leader with a passion for hospitality and operational excellence? At Maya Hotels, we are seeking a Front Office Manager to oversee front desk operations, manage a high-performing team, and ensure a seamless guest experience. If you thrive in a fast-paced environment and excel at team leadership, organization, problem-solving, and enjoy working with top hospitality brands this is the opportunity for you!

Why Join Maya Hotels?

Maya Hotels is a leading name in the hospitality industry, dedicated to providing exceptional guest experience. We are proud to represent multiple outstanding brands including Holiday Inn Express, Candlewood Suites, Avid Hotel, Tru, Hilton Garden Inn, Hampton Inn and Aloft. Our commitment to excellence, coupled with our friendly and welcoming atmosphere, sets us apart in the market.

Learn more about us at www.mayahotels.com.

What We Offer:

• Medical, Dental and Vision Insurance.
• 100% Employer Paid Life Insurance.
• Voluntary Life and AD&D, STD, Accident and Critical Illness Insurance.
• Retirement Savings: 401K with Employer Contribution.
• Employee Perks: Employee Referral Program, hotel discounts, and more!
• Work-Life Balance: Paid Time Off (PTO).
• Competitive salary and performance-based bonuses.
• Career growth opportunities within the Maya Hotels family.
• A supportive and friendly work environment.
• The chance to work with ten well-respected hotel brands.

Job Description:

Essential Duties and Responsibilities:

• Supervise and train front desk staff, including receptionists, concierge, and bell staff.
• Set clear performance expectations, conduct regular evaluations, and provide coaching.
• Foster a positive, team-oriented work environment that enhances guest services.
• Lead by example by delivering exceptional customer service and professionalism.

Guest Services & Experience:

• Ensure a warm and efficient check-in/check-out process for all guests.
• Handle guest inquiries, requests, and concerns with professionalism and efficiency.
• Monitor guest feedback, addressing service improvements and implementing corrective actions.
• Collaborate with other departments to ensure seamless communication and cooperation.

Reservations & Revenue Management:

• Oversee reservation processes, ensuring accuracy and efficiency in bookings.
• Implement strategic pricing and upselling opportunities to maximize occupancy and revenue.
• Monitor room availability, arrivals, and departures to facilitate smooth operations.
• Work closely with the sales and marketing team to make guest bookings and optimize revenue.

Front Office Operations & Compliance:

• Develop and enforce standard operating procedures for the front office team.
• Maintain accurate records of guest accounts, financial transactions, and room inventory.
• Ensure the front desk and lobby area remain clean, professional, and welcoming.
• Enforce hotel policies, security measures, and emergency procedures to ensure guest safety.

Budgeting & Financial Management:

• Assist in preparing and managing the front office budget to control costs effectively.
• Monitor departmental expenses, optimizing resource allocation and inventory management.
• Analyze financial reports and implement strategies to maximize revenue and minimize expenses.
• Collaborate with accounting to ensure accurate billing and financial reconciliations.

Education, Skills and Abilities:

• Education: Bachelor’s degree in hospitality management or related field preferred.
• Experience: 2+ years of supervisory experience in front office, guest services, hospitality management or in a similar leadership role.
• Leadership & Communication: Strong ability to train, mentor, and manage front office staff effectively.
• Guest Relations: Strong ability to interact with guests, resolve complaints, and enhance guest experiences.
• Problem-Solving & Decision-Making: Ability to think clearly under pressure and make quick, effective decisions.
• Technical Proficiency: Familiarity with hotel property management systems (PMS) and reservation software.
• Revenue & Financial Acumen: Understanding of revenue management, budgeting, and reporting.
• Flexibility: Willingness to work varied schedules, including nights, weekends, and holidays.

Physical Requirements:

• Ability to stand and walk for extended periods during shifts.
• Ability to lift and carry up to 25 lbs., including luggage and office supplies.
• Frequent bending, reaching, and handling front desk equipment and materials.
• Comfortable working in a high-energy, guest-facing environment.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any others job related duties assigned by their supervisor.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Qualified individuals with disabilities who require reasonable accommodation to perform the essential functions of the job should contact the Human Resources department.