Front Office Manager

Shamin Hotels; Chester (VA); On-site; USD 42,000 - 65,000; Full time

Job summary

Shamin Hotels in Chester, Virginia, is seeking a Front Office Manager to lead the front desk team, ensure timely guest service, and oversee scheduling and policy enforcement.

The role requires hospitality experience and a strong commitment to customer service; you will supervise staff, handle guest requests, and collaborate with the General Manager to maximize occupancy and revenue.

Qualifications

• Experience in the hospitality industry is required.
• Demonstrates a commitment to customer service.

Responsibilities

• Supervises Front Desk staff including hiring, training, and evaluations.
• Maintains standards of guest service quality.
• Maximizes profitability related to the guest services department.
• Contributes to profitability and guest satisfaction across other hotel departments.
• Develops short-term and long-term financial and operational plans for the guest service department.
• Increases guest satisfaction by improving service through staff development.

Job description

Job Title

Front Office Manager

Company

Shamin Hotels

Department

Operations

Reports To

General Manager and Assistant General Manager

Supervision

Front Desk Agent, Reservationist, Night Auditor

Pay Structure

Paid Bi-weekly

Position Overview

The Front Office Manager is responsible for ensuring timely and accurate customer service, scheduling shifts, and supervising front desk personnel. The front office manager facilitates training and supports front desk staff, handling complaints and specific customer requests, managing the reception area, enforcing hotel policies, and ensuring guest services are exemplary. Applicants should have experience in the hospitality industry and demonstrate a commitment to customer service.

Responsibilities

• Supervises Front Desk staff: hiring, firing, performance evaluations, training, and development.


• Maintains standards of guest service quality.


• Achieves budgeted revenues and expenses and maximizes profitability related to the guest services department.


• Contributes to the profitability and guest satisfaction perception of other hotel departments.


• Develops short-term and long-term financial and operational plans for the guest service department, which relate to the overall objectives of the hotel.


• Increases the level of guest satisfaction by delivering an improved product through employee development, job engineering and a quality image.


• Manages the reservation function to maintain the highest possible room occupancy and average daily rate through suggestive selling by employees.


• Maintains procedures for credit control and handling of financial transactions.


• Maintains procedures for the security of monies, guest security, and emergency procedures.


• Receives department-related guest complaints and ensures corrective action is taken.


• Schedules staff according to labor standards and forecasted occupancy.


• Ensures cross-selling of other Shamin Hotels by hotel staff.


• Knows and complies with all company policies and procedures about this position and its duties.

Top Requirements

• Team Up: Be Golden, Collaborate and Help Others Succeed.


• Own It: Be a role model, Embrace Responsibility, and Keep Learning.


• Passionately Serve: Be Positive, Care Deeply and Create Memories.