Front Office Manager

TownePlace Suites Scranton Wilkes-Barre; Moosic (Lackawanna County); On-site; USD 55,000 - 75,000; Full time

Job summary

TownePlace Suites Scranton Wilkes-Barre is seeking a seasoned Front Office Manager to lead the hotel’s front desk operations and ensure superior guest service aligned with HHM brand standards.

You will hire, train and coach staff, monitor satisfaction scores, manage budgets, and collaborate with departments to optimize occupancy and profitability while maintaining safety and sustainability guidelines.

Qualifications

• Associate's or Bachelor's degree preferred.
• 2 to 5 years hospitality related experience.

Responsibilities

• Interview, select, train, schedule, coach and support associates per brand standards.
• Monitor guest satisfaction scores and improve overall guest satisfaction.
• Oversee front office financial operations and ensure compliance with controls.
• Develop, implement and monitor department budgets and forecasts; manage capital items.
• Supervise all guest services department managers.
• Review guest correspondence and incident logs and direct staff accordingly.
• Oversee vendor and personnel contracts.
• Monitor room occupancy and minimize overbooking.
• Create action plans to address guest service deficiencies.
• Follow EarthView sustainability guidelines and practices.
• Maintain safe work habits and OSHA compliance.
• Perform other duties as requested by management.

Skills

Hospitality experience

Education

Associate's or Bachelor's degree preferred.

Job description

Overview

Opportunity: Front Office Manager

Manage hotel front office operations in accordance with established guest service and sustainability standards.

Your Growth Path

Assistant General Manager - General Manager - Area General Manager

Your Focus

• Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Monitor all front office financial operations and ensure front office compliance with accounting controls and procedures.
• Develop, implement and monitor daily, weekly, monthly, and annual department-wide budgets and forecasts. Review, submit for approval, and order capital budget items as required.
• Supervise all guest services department managers.
• Review correspondence from guests and incident logs and direct staff according to information obtained.
• Oversee all vendor and personnel contracts throughout the hotel.
• Monitor occupancy of guest room space to ensure most efficient use and minimize overbooking.
• Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
• Follow sustainability guidelines and practices related to HHM's EarthView program.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Perform other duties as requested by management.

Your Background and Skills

• Associate's or Bachelor's degree preferred.
• 2 to 5 years hospitality related experience.

Work Environment and Context

• Work schedule varies and may include working on holidays and weekends.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

What We Believe

People Are Our Capability - Hearts That Serve - Only Excellence - Stay Nimble - Own It

About Us

HHM Hotels is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other group protected by law.