Front Office Manager

HILTON DURHAM NEAR DUKE UNIV; Durham (NC); On-site; USD 52,000 - 72,000; Full time

Job summary

Driftwood Hospitality Management in Durham, NC is seeking a Front Office Manager to lead the hotel’s front desk operations and ensure exceptional guest service. You will coordinate front office activities, resolve guest concerns, and work with supervisory teams to maintain smooth check-in/check-out processes.

You will train guest service agents, recruit top front desk staff, monitor performance, and manage schedules.

Qualifications

• A four-year college degree or equivalent education or experience is required, with two to three years in a related hotel position.
• Hospitality industry knowledge and supervisory experience is expected.
• Excellent verbal and written English communication skills are required.
• Must be able to handle cash or credit transactions and have Microsoft Office and Excel proficiency.
• General office equipment and cash register operation knowledge is expected.

Responsibilities

• Oversee Front Desk operations to meet guest satisfaction targets.
• Train front desk staff and lead recruitment.
• Prepare schedules and manage performance.
• Monitor nightly revenue and expenses to maximize profit.
• Act as Manager on Duty when needed.

Skills

Verbal and written English

Cash handling & POS

Microsoft Office & Excel

Supervisory experience

Guest service orientation

Education

Bachelor's degree or equivalent education/experience

Job description

Job DetailsJob Location: Durham, NC 27705Position Type: Full TimeJob Shift: Any

Driftwood Hospitality Management’s company culture empowers our associates to take initiative, be proactive, and contribute to the success of their property with well-defined strategies and objectives. Driftwood Hospitality Management is renowned for our fully integrated approach to hospitality services — all with outstanding client service. Our team is made up of the best talent in the hospitality industry, down to every employee, position, and hotel.

JOB SUMMARY

The Front Office Manager is fully responsible for all aspects of the Front Desk, coordinates the Front Office activities of the Hotel and resolves problems arising from guest complaints, reservation and room assignment activities, and unusual requests and inquiries by performing the following duties personally or through subordinate supervisors.

ESSENTIAL JOB FUNCTIONS

• Works with the hotel General Manager to achieve and exceed guest satisfaction scores in all areas of the hotel.
• Responsible for satisfaction scores for the front desk operations. Addresses any deficiencies in the area immediately.
• Works with the corporate training department to develop action plans as necessary to achieve expected guest satisfaction scores.
• Effectively trains guest service agents on proper front desk procedures.
• Recruits, interviews, and selects, in conjunction with the General Manager, the most qualified candidates for front desk positions.
• May prepare weekly schedules for front office staff.
• Address performance deficiencies of front office staff through coaching and disciplinary actions.
• Complete performance evaluations for front office staff timely.
• May be responsible for posting weekly guest satisfaction scores for hotel associates to see and review.
• Oversee and manage the Front Office to ensure efficient operations and impeccable guest care, helping to achieve profit goals. Attend to guest and group special needs and solve tricky problems with confident graciousness.
• Keep a pulse on daily revenue and expenses to minimize loss, manage expense and maximize profit.
• Skillfully manage the Front Office staff by creating an environment where motivated people want to join, learn, do their best, and advance. Lead a diverse team by modeling the way, by empowering, and coaching throughout the employment lifecycle.
• Ensures guest service agents are in compliance with clean, neat uniforms and name badges.
• Required reports are timely and of a quality that can be shared with corporate.
• Rates are accurate and monitored daily.
• Is proficient at managing inventory in the property management system.
• Frequently meets with and reviews work generated by the night auditor.
• Maintains regular attendance and is consistently on time.
• Maintains high standards of personal appearance and grooming, which include compliance with the dress code.
• Performs any other duties as requested by supervisor.
• Act as Manager on Duty when duty calls.

Qualifications

KNOWLEDGE, SKILLS & ABILITIES

• A four-year college degree or equivalent education or experience is required, with two to three years in a related hotel company position.
• Discipline-specific hospitality industry and general hotel department knowledge and supervisory experience is expected.
• Excellent verbal and written English communication skills are required.
• Must be able to handle cash or credit transactions and have Microsoft Office and Excel proficiency.
• General office equipment and cash register operation knowledge is expected.

PHYSICAL DEMANDS

• Ability to stand and move throughout hotel function areas and continuously performs essential job functions.
• Lifting up to 25 pounds
• Occasional twisting, bending, stooping, reaching, standing, walking.
• Frequent talking, hearing, seeing and smiling.

Benefits

• 401(k)
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Room Discounts
• Employee Food and Beverage Discounts

EEO: Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.