Front Office Manager: Guest Experience Leader

21c Museum Hotel Durham; Durham (NC); On-site; USD 55,000 - 75,000; Full time

Job summary

21c Museum Hotel Durham is seeking a Front Office Manager to lead the front desk, bell/valet and night audit teams with a focus on guest service excellence. The role reports to the Director of Rooms and drives operations, policy adherence, and staff development in a fast-paced hospitality environment.

The ideal candidate has 5+ years in hospitality management, strong leadership, and proficiency with Opera PMS and POS systems, plus excellent communication and cash-handling skills.

Qualifications

• High school diploma or equivalent required.
• Minimum 5 years of hospitality management experience.
• Strong leadership and exceptional guest-service mindset.
• Proven ability to supervise front desk, bell/valet and night audit teams.
• Proficient with Opera PMS and POS; competent with MS Office.
• Excellent verbal and written communication; capable of performance reviews.

Responsibilities

• Responds professionally to guests with accurate information and services.
• Supervises Front Office, Bell/Valet, and Night Audit daily operations.
• Promotes a culture of care and brand representation for 21c Museum Hotels.
• Ensures policy compliance, cash handling, and guest recovery follow-up.
• Trains staff and conducts quarterly one-on-one meetings.
• Backs up Rooms Manager during absences and assists with annual reviews.

Skills

Leadership

Attention to detail

Organizational skills

Customer service

Multi-tasking

Communication

Cash handling

Staff coaching

Education

High School diploma or equivalent

Tools

Opera PMS

POS systems

Microsoft Office

Job description

21c Museum Hotel Durham is seeking a Front Office Manager to lead the front desk, bell/valet and night audit teams with a focus on guest service excellence. The role reports to the Director of Rooms and drives operations, policy adherence, and staff development in a fast-paced hospitality environment.

The ideal candidate has 5+ years in hospitality management, strong leadership, and proficiency with Opera PMS and POS systems, plus excellent communication and cash-handling skills.