Guest Experience Leader - Front Desk

Concord Hospitality Enterprises; Hasbrouck Heights (NJ); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Competitive wages

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) with company match

Tuition assistance

Discounted hotel stays

Career development

Performance bonus eligibility

Job summary

Concord Hospitality is seeking a Front Desk / Guest Care Manager to lead our front office operations and deliver an exceptional guest experience. You will coach and empower a team, model proactive service, and collaborate with Sales and Revenue Management to maximize guest satisfaction and revenue, while maintaining standards across the property.

The role requires strong leadership, communication, and organizational skills, with a hands-on approach to develop staff and ensure operational

Qualifications

• Previous hotel front office leadership experience preferred.
• Strong communication, organization, and problem-solving skills.
• A hands-on, proactive leadership style with the ability to coach and motivate a team.
• Financial acumen and experience with hotel systems strongly preferred.
• Commitment to guest service, professionalism, and operational excellence.

Responsibilities

• Lead and oversee all front desk operations, ensuring superior guest service and satisfaction.
• Personally model responsiveness, professionalism, and a proactive guest-focused approach.
• Train, coach, and mentor front desk staff in check-in/check-out, reservations, and guest service procedures.
• Empower associates to deliver excellent service and recognize them for success.
• Act as Manager on Duty and provide support across all hotel operations when needed.
• Partner with Sales, Revenue Management, and the General Manager to drive revenue and guest satisfaction.
• Oversee scheduling, payroll, recruiting, training, and development of front office staff.
• Maintain accurate financial controls, reporting, and compliance with cash handling procedures.
• Monitor property quality standards through regular inspections of guest rooms, public spaces, and exterior areas.
• Promote a safe, secure, and compliant work environment while addressing potential hazards proactively.
• Support preventive maintenance and ensure the physical property is well‑maintained.

Skills

Leadership

Communication

Organization

Problem-solving

Coaching

Guest service

Financial acumen

Tools

Hotel systems

Job description

Concord Hospitality is seeking a Front Desk / Guest Care Manager to lead our front office operations and deliver an exceptional guest experience. You will coach and empower a team, model proactive service, and collaborate with Sales and Revenue Management to maximize guest satisfaction and revenue, while maintaining standards across the property.

The role requires strong leadership, communication, and organizational skills, with a hands-on approach to develop staff and ensure operational