Front Office Supervisor: Guest Experience Leader

Holiday Inn Express Charlotte Airport

Charlotte (NC)

On-site

USD 55,000 - 75,000

Full time

12 days ago

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Benefits offered by this job

Medical, dental and vision insurance

Employer-paid life insurance

401(k) with employer contribution

Hotel discounts

Job summary

Holiday Inn Express Charlotte Airport is seeking a Front Office Manager to oversee front desk operations and lead a high-performing team in Charlotte, NC. The role focuses on guest service, revenue optimization, and seamless check-in/check-out processes.

Ideal candidates have 2+ years of supervisory experience in front office roles, strong leadership, and proficiency with PMS and reservation systems. The position offers a full-time on-site schedule with competitive benefits and opportunities for

Qualifications

Bachelor’s degree in hospitality management or related field preferred.
Minimum 2+ years supervisory experience in front office or hospitality management.
Strong leadership and communication skills.
Proven guest relations and problem-solving abilities.
Familiarity with hotel PMS and reservation systems.

Responsibilities

Supervise and train front desk staff, including receptionists, concierge, and bell staff.
Set clear performance expectations, conduct regular evaluations, and provide coaching.
Foster a positive, team-oriented work environment that enhances guest services.
Lead by example by delivering exceptional customer service and professionalism.
Ensure a warm and efficient check-in/check-out process for all guests.
Handle guest inquiries, requests, and concerns with professionalism and efficiency.
Monitor guest feedback, addressing service improvements and implementing corrective actions.
Collaborate with other departments to ensure seamless communication and cooperation.
Oversee reservation processes, ensuring accuracy and efficiency in bookings.
Implement strategic pricing and upselling opportunities to maximize occupancy and revenue.
Monitor room availability, arrivals, and departures to facilitate smooth operations.
Work closely with the sales and marketing team to make guest bookings and optimize revenue.
Develop and enforce standard operating procedures for the front office team.
Maintain accurate records of guest accounts, financial transactions, and room inventory.
Ensure the front desk and lobby area remain clean, professional, and welcoming.
Enforce hotel policies, security measures, and emergency procedures to ensure guest safety.
Assist in preparing and managing the front office budget to control costs effectively.
Monitor departmental expenses, optimizing resource allocation and inventory management.
Analyze financial reports and implement strategies to maximize revenue and minimize expenses.
Collaborate with accounting to ensure accurate billing and financial reconciliations.