Front Office Manager

Ascent Hospitality; Hammond (IN); On-site; USD 52,000 - 78,000; Full time

Benefits offered by this job

Health, Dental, Vision, Life Insurance

401k with employer MATCH

Paid PTO

Uniforms Provided

Team Member Hotel Discount Program

Job summary

Ascent Hospitality in Hammond, Indiana is seeking a Front Office Manager to lead guest services, optimize front desk operations, and create memorable stays. You will oversee scheduling, training, and performance, ensure smooth check-in/check-out, handle guest inquiries, and uphold brand standards across the hotel.

The ideal candidate brings proven leadership, excellent communication, and hands-on management of the front office team, with a focus on guest satisfaction, operating profitability,

Qualifications

• Must have 1+ year in a hotel management role
• Strong leadership and customer service skills
• Fluency in English
• Proficiency with MS Office
• Ability to work nights, weekends and holidays

Responsibilities

• Schedule guest services front desk representatives and night audit staff
• Lead Front Office team with a hands-on approach
• Maintain staffing levels and inventory controls for Front Office
• Provide management support across hotel operations
• Review schedules and guest experience scores for improvements
• Train staff on brand standards and rewards programs
• Maximize room revenue with optimal occupancy and rates
• Ensure adherence to security, safety, and grooming standards

Skills

Customer Service

Leadership

Communication

Microsoft Office

Front Desk Experience

Education

High school diploma

Tools

PMS (Hotel Management System)

Job description

Ascent Hospitality has an extensive portfolio of hotels and a strong pipeline of new properties and acquisitions, but we’re not about numbers…we’re about people and that remains our foundation. Our culture expresses a memorable experience for all of our Team Members and guests alike. So we’re constantly looking for individuals who work well together for a unified purpose. For our leadership, we’re looking for accomplished individuals with a passion to serve others, strong communicators who clearly understand the needs of others and trendsetters who excel at challenges and change. If this is what you’re all about, consider joining our Team.
Ascent Hospitality is looking for a uniquely qualified hospitality leader to be our Front Office Manager!
Lead front office activities of hotel and proactively look for opportunities to create memorable experiences for our guests! Responsible for driving excellent guest service results and assisting guests with aspects of their stay, reservation and room assignment activities including various requests and inquiries. Ensure team members are provided training, support and tools to take care of our guests. Their expertise will focus on maximizing profits, developing and retaining employees and exceeding guest expectations.

BENEFITS:

• Competitive Salary!
• Benefits - Health, Dental, Vision, Life Insurance, and other supplemental options!
• 401k with employer MATCH!
• Paid PTO!
• Uniforms Provided for most positions!
• Team Member Hotel Discount Program!

ESSENTIAL FUNCTIONS:

• Scheduling of guest services front desk representatives, night audit staff and breakfast attendants (as applicable)
• Fulfill shift(s) as Manager on Duty as assigned.
• Hands on approach to leading the Guest Services team.
• Maintains staffing levels of the department.
• Maintains supplies and inventory controls for the Front Office and Pantry.
• Provide management support and coverage in other areas of hotel (as needed)
• Review all schedules, ensuring all issues are identified and addressed
• Conduct guest services meetings and ensure employees are kept informed
• Be very familiar with the hotel computer system for training maintenance and trouble shooting.
• Complete credit check daily. Adhere to all Systems & Controls of the Front Office and appropriate areas of responsibilities.
• Assure knowledge and training of Marketing Programs of company and hotel.
• Recruit, manage, and train, Front Office Team
• Train front desk/guest services, night audit staff on all Company and Brand standard programs
• Train front desk/guest services, night audit, staff on rewards programs and requirements
• Maximize room occupancy at best rates.
• Establish consistent Standard Operating Procedures
• Ensure staff is in compliance with Company Appearance and Grooming standards.
• Assigns duties and shifts to team members and observes performances to ensure adherence to hotel policies and established operating procedures.
• Review guest experience scores; review scores with staff; make recommendations for improvement
• Ensure that the staff is in proper uniform including name tags and in good condition
• Respond to all guest inquiries, complaints and special requests.
• Create work environment where staff are motivated, productive and positive
• Track all of corporate accounts
• May be required at any time to assume the job duties of the Front Desk Clerk or any other position which is directly supervised by this position.
• Comply with hotel security, fire regulations, and all health/safety regulations and legislation
• Oversee smooth operation of breakfast service (as applicable)

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES:

• Customer service oriented, ability to multi-task, detail orientation, and excellent organizational skills needed.
• Previous experience as a front desk, guest service supervisor or manager preferred
• Must have excellent leadership and organizational skills.
• Must have excellent customer service skills
• Must have excellent verbal and written communication skills
• Must be familiar with Microsoft Office
• Must be familiar with operation of office equipment e.g.- copier, printer, facsimile machine, telephone etc.
• Must be able to work a flexible schedule and willingness to work nights, weekends, and holidays. Must be able to work without constant supervision.
• Required to work desk shifts as needed

PHYSICAL DEMANDS:

• Ability to stand for the entire scheduled shift.
• While performing the duties of this job, the employee will be required to stand for long periods of time; using arms, hands and legs repetitively; handle, or feel objects, tools, or controls; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee frequently is required to walk, climb or balance, talk and hear.
• May be required to regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.
• Must be capable of effectively using close vision, distance vision, and color vision.
• Able to operate in mentally and physically stressful situations

QUALIFICATION STANDARDS:

• High school education required. Some college Some college preferred.
• Minimum one (1) year in a management role in a hotel required.
• Must be able to effectively lead a team
• Knowledge of and ability to operate personal computers and various property specific applications.
• Ability to read and speak English fluently. Second or multiple languages are a plus.
• Ability to perform under pressure.

EEO Employer