Front Office Operations Manager - Guest Experience Leader

Del Monte Hotel Management LLC; Cleveland (OH); On-site; USD 51,577,000 - 67,183,000; Full time

Benefits offered by this job

Hotel room discounts

Discounts on food and beverages

Professional development

Comprehensive benefits

Competitive pay

Job summary

DelMonte Hotel Group in Cleveland, OH is seeking a Front Office Operations Manager to lead the Front Office and Bistro teams, ensuring exceptional guest experiences.

This role supervises staff, handles hiring and training, manages shifts, cash controls, and policy compliance, while performing front desk duties as needed. You will coordinate with departments to uphold brand standards and drive service excellence.

Qualifications

• 1 to 3 years related experience in guest services, front desk or related professional area.
• Associate's degree (A. A.) or equivalent from two-year college or technical school; or equivalent combination of education and experience.
• Proven customer service and staff management skills.
• Ability to work as part of a team and complete tasks individually.
• Solid organizational, time-management and prioritization skills.
• Maintain a valid Driver’s License from the state which you reside with no major violations.

Responsibilities

• Assign duties and shifts to associates and observe performance to ensure adherence to hotel policies and established operating procedures.
• Ensure proper cash and key control procedures are followed.
• Answer inquiries pertaining to hotel policies and services.
• Attend staff meetings to discuss company policies and guest complaints, and to make recommendations to improve service and ensure more efficient operation.
• Perform Front Desk and Bistro duties as needed.
• Ensure food quality and service standards are being maintained for Bistro and meeting room functions.
• Ensure food sanitation and proper food handling standards are being followed.
• Provide guests with information pertaining to available services and hours of the hotel, i.e. restaurant, lounge.
• Ensure effective departmental communication through logs, daily stand up meetings and monthly department meetings.
• Ensure all brand standards and initiatives are implemented and followed.
• Perform a variety of administrative tasks including forecasting room occupancy, maintaining department budget, monitoring service trends using Guest Satisfaction results, processing department payroll, maintaining an accurate inventory of supplies, and handling any accounting and purchasing functions.
• Maintain up to date records and files.
• Provide information pertaining to hours and available services of the hotel, i.e. restaurant, lounge, room service.
• Ensure the cleanliness of the Front office, lobby and surrounding areas.
• Assist in checking all fixtures, equipment and conditions (lights, music, heating/cooling, furniture, wallpaper, etc.) for proper operations, settings and maintenance. Report deficiencies.

Skills

Guest services

Front desk

Staff management

Communication

Education

Associate's degree or equivalent

Tools

Cash handling

Budgeting

Job description

DelMonte Hotel Group in Cleveland, OH is seeking a Front Office Operations Manager to lead the Front Office and Bistro teams, ensuring exceptional guest experiences.

This role supervises staff, handles hiring and training, manages shifts, cash controls, and policy compliance, while performing front desk duties as needed. You will coordinate with departments to uphold brand standards and drive service excellence.