Front Office Manager: Guest Experience & Revenue

Great Lakes Hospitality Group; Auburn Hills (MI); On-site; USD 42,000 - 64,000; Full time

Job summary

Great Lakes Hospitality Group is seeking a Front Office Manager to oversee the reservations, guest registration, bell services, telephone operations, and guest accounting functions. The role aims to maintain high service standards, optimize profitability, and lead a team across multiple front-of-house areas.

The ideal candidate will drive staff development, manage performance, and coordinate with other hotel departments to deliver an outstanding guest experience while achieving revenue targets.

Qualifications

• Minimum 1 year experience on night audit.
• 2 years experience in front desk operations.
• 1 year experience in direct sales or retail trade OR equivalent combination of education and experience.

Responsibilities

• Supervise Front Desk staff: hiring, firing, performance evaluations, training, and development. Schedule staff according to labor standards and forecasted occupancy.
• Maintain standards of guest service quality and contribute to profitability and guest satisfaction across departments.
• Achieve budgeted revenues and expenses and maximize profitability related to the guest services department.
• Develop short term and long term financial and operational plans for the guest service department and participate in the annual hotel budget.
• Manage the reservation function to maintain high occupancy and ADR through suggestive selling.
• Maintain procedures for credit control and handling of financial transactions, security of monies, guest security and emergency procedures.
• Receive and resolve departmental guest complaints and ensure corrective action.
• Encourage staff to use guest interaction skills and reward those who meet/exceed expectations.
• Other duties as assigned.

Skills

Business analysis

Budgeting

Customer service

Staff development

Decision making

Planning

Job description

Great Lakes Hospitality Group is seeking a Front Office Manager to oversee the reservations, guest registration, bell services, telephone operations, and guest accounting functions. The role aims to maintain high service standards, optimize profitability, and lead a team across multiple front-of-house areas.

The ideal candidate will drive staff development, manage performance, and coordinate with other hotel departments to deliver an outstanding guest experience while achieving revenue targets.