OEM Front Desk Manager

Courtyard Cleveland University Circle; Cleveland (OH); On-site; USD 42,000 - 63,000; Full time

Benefits offered by this job

Medical, dental, vision, life, anddisb

401(k) with company match

Tuition assistance

Discounted hotel stays

Extensive training and career dev.

Performance-based bonus eligibility

Job summary

Concord Hospitality Enterprises Co. seeks a Front Desk / Guest Care Manager to lead our front office operations and uphold exceptional guest experiences. You will inspire and coach your team while upholding Concord standards and brand values at the hotel's hub.

As a Concord Leader, you will guide daily activities, train staff, and partner with Sales and Revenue to boost guest satisfaction and revenue, while maintaining financial controls and quality standards.

Qualifications

• Leadership experience at a hotel front desk preferred.
• Strong communication, organization, and problem-solving skills.
• Hands-on, proactive leadership with coaching ability.

Responsibilities

• Lead and oversee front desk operations to ensure guest satisfaction.
• Model professionalism and proactive guest-focused service.
• Train, coach, and mentor front desk staff on check-in/check-out and reservations.
• Oversee scheduling, payroll, and development of front office staff.
• Collaborate with Sales and Revenue to drive guest satisfaction and revenue.

Skills

Front desk leadership

Guest service

Communication

Problem solving

Coaching

Financial acumen

Hotel systems

Tools

Hotel systems

Job description

Description

Concord Hospitality is hiring a Front Desk / Guest Care Manager to lead our front office operations and ensure an exceptional guest experience. This role is at the hub of the hotel, with the most interaction with our guests. As a leader, you will inspire, coach, and empower your team to deliver outstanding service while upholding Concord and brand standards. If you enjoy engaging with others, leading a team, and take pride in creating memorable guest experiences, this role is perfect for you! Many of our Front Office Managers advance within a couple of years to Assistant General Manager roles.

As a Concord Leader you will be responsible to:

• Inspire greatness in your team.
• Encourage and support associates to reach their full potential.
• Create a work environment that is a Great Place to Work for all.
• Lead with integrity, transparency, respect, and professionalism.
• Care for your team and their families.

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.

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.

Benefits (Full-Time Associates Only):

• Competitive wages
• Comprehensive medical, dental, vision, life, and disability insurance
• 401(k) with company match
• Tuition assistance
• Discounted hotel stays
• Extensive training and career development opportunities
• Performance‑based bonus eligibility

Why Concord?

Our culture is built on our five Cornerstones: Quality, Integrity, Community, Profitability, and Fun. We provide a supportive, inclusive, and rewarding workplace where associates are valued, trained, and given opportunities to grow.

We are an equal opportunity employer and strongly support diversity and inclusion through our mission to be a “Great Place to Work for All.”

We are Concord!

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.

Source: Concord Hospitality