Front Office Manager — Guest Experience & Team Growth

Raleigh Marriott Crabtree Valley; Raleigh (NC); On-site; USD 48,000 - 58,000; Full time

Benefits offered by this job

Medical/dental/vision plans

Life insurance

ST/LT disability options

401K options

Tuition assistance

Discounted room rates at Concord owned

Job summary

Concord is hiring a Front Office Manager to oversee the front desk operations and guest services at a hotel location in Raleigh. The role focuses on delivering superior guest service, maintaining brand standards, and mentoring the front desk team to ensure a welcoming atmosphere and high-quality hotel product.

The position requires leadership in revenue management, reporting, and collaboration with general management to drive sales and guest satisfaction.

Responsibilities

• Maintains guest service as the driving philosophy of the hotel.
• Is committed to making every guest satisfied.
• Ensures all hotel staff know all components of guest services and are trained to meet standards.
• Develops added value customer service programs.
• Empowers hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance.
• Acts as manager on duty for hotel and manages front desk operations.
• Ensures front desk staff is trained in all front desk operations, including check-in/check-out procedures, telephone procedures, hotel amenities and computer systems.
• Leads and assists in Revenue Management functions as requested.
• Produce accurate financial reports on time.
• Works with the General Manager and Sales Manager / DOS to generate new business ideas to increase sales, set up rate codes and input rooming lists.
• Manages human resources functions, including recruiting, selection, orientation, training, performance planning and evaluation, pay and reward programs to maintain a qualified front desk work force.
• Ensures all hotel employees know hotel objectives.
• Ensures personnel files are accurate and comply with both local and federal laws and regulations.
• Administers personnel policies fairly and consistently.
• Resolves employee grievances in a fair and timely manner.
• Helps develop management talent by acting as a mentor for direct reports.
• Monitors and maintains acceptable turnover levels.
• Knows local health and safety codes and regulations that apply to the hotel.
• Understands and follows policies and procedures for the hotel's key control system and ensures others follow them.
• Maintains physical product standards by managing preventive maintenance programs and by scheduling deep-cleaning activities.
• Has acceptable property quality audits.
• Periodically inspect rooms, building exterior, parking lot, etc.

Job description

Concord is hiring a Front Office Manager to oversee the front desk operations and guest services at a hotel location in Raleigh. The role focuses on delivering superior guest service, maintaining brand standards, and mentoring the front desk team to ensure a welcoming atmosphere and high-quality hotel product.

The position requires leadership in revenue management, reporting, and collaboration with general management to drive sales and guest satisfaction.