Front Office Manager

Home2 Suites by Hilton Grand Rapids Northeast; Grand Rapids (MI); On-site; USD 31,000 - 33,000; Full time

Job summary

Home2 Suites by Hilton Grand Rapids Northeast is seeking a Front Office Manager to lead the guest services team and uphold exceptional hospitality standards. You will oversee daily front desk operations, manage guest relations, and coordinate with departments to ensure flawless service and operational efficiency.

The role emphasizes leadership, multilingual communication, and comprehensive hotel management experience in a dynamic hotel setting.

Qualifications

• Proven experience in hospitality management, hotel or resort operations.
• Multilingual abilities to serve diverse guests.
• Strong guest relations and service orientation.
• Leadership: ability to motivate and guide front desk teams.

Responsibilities

• Supervise front desk staff and ensure smooth check-in/check-out.
• Handle guest inquiries and complaints with professionalism.
• Oversee night audit procedures and financial reconciliation.
• Coordinate reservations, room assignments, and billing.
• Train staff on phone etiquette and service protocols.
• Collaborate with housekeeping and maintenance to address guest needs.

Skills

Hospitality management

Multilingual abilities

Customer service

Leadership

Hotel management systems

Night audit procedures

Phone etiquette

Staff training

Tools

Hotel management software

Job description

Job Overview

We are seeking a dynamic and energetic Front Office Manager to lead our guest services team and ensure an exceptional experience for all visitors. In this pivotal role, you will oversee daily front desk operations, manage guest relations, and coordinate with various departments to maintain the highest standards of hospitality. Your leadership will set the tone for a welcoming environment, fostering guest satisfaction and operational efficiency. This position offers an exciting opportunity to showcase your hospitality expertise, multilingual skills, and hotel management experience in a vibrant resort or hotel setting.

Duties

• Supervise front desk staff, ensuring smooth check-in and check-out processes while maintaining excellent customer service standards
• Manage guest inquiries, complaints, and special requests with professionalism and promptness to enhance guest satisfaction
• Oversee night audit procedures, ensuring accurate financial reconciliation and reporting at the end of each shift
• Coordinate reservations, room assignments, and billing activities using multi-line phone systems and hotel management software
• Train staff on phone etiquette, guest services protocols, and hotel policies to uphold service excellence
• Maintain a welcoming atmosphere by managing guest relations and ensuring all guests receive personalized attention
• Collaborate with housekeeping, maintenance, and other departments to address guest needs swiftly and efficiently

Skills

• Proven experience in hospitality management with a strong background in hotel or resort operations
• Multilingual abilities or bilingual proficiency to serve diverse guests effectively
• Exceptional customer service skills with a focus on guest relations and satisfaction
• Strong leadership qualities with the ability to motivate and guide front desk teams
• Knowledge of hotel management systems, night audit procedures, and multi-line phone systems
• Excellent communication skills, including phone etiquette and clear interpersonal interactions
• Ability to handle high-pressure situations calmly while maintaining professionalism

Join us as a Front Office Manager to lead our front desk team with enthusiasm and expertise! Your dedication will create memorable experiences for our guests while driving operational excellence. We value energetic professionals who thrive in a hospitality environment committed to delivering outstanding service at every touchpoint.

Pay: $15.00 - $16.00 per hour

Work Location: In person