Holiday Inn Charlotte Center City seeks a talented Front Office Manager with an entrepreneurial, energetic personality. You will lead your team and be responsible for guest services, controlling costs, and increasing departmental revenues.

Job Description: The Front Office Manager is responsible for supervising Guest Service Agents, Night Auditors, and bell staff to ensure total guest satisfaction. Provide guidance and direction to all associates to ensure they adhere to all hotel policies, standards, procedures, and regulations. The ability to perform all front office functions quickly and efficiently, functioning as a technical department resource and training new hires.

Assist the Department Heads in all areas to ensure smooth, efficient operations. Job Requirements: Efficient and professional operation of all front desk team members.

Visible in the front of the house during high traffic times to assist the front desk team and to ensure smooth guest service. Conducts daily shift meetings or huddles.

Initiates monthly department meetings with agendas and minutes. Attends weekly staff meetings and sales strategy meetings when needed. Ensures all policies and procedures are in place to adhere to. Ensures that all team members are trained on technical and service aspects of their position. Gives constructive feedback to team members to assist them in their overall job performance.

Establishes control systems for controllable costs and labor to meet budget guidelines effectively. Ensures all team members understand their job roles, responsibilities, and performance expectations clearly.

Collaborates with managers, supervisors, and hourly associates to develop and carry out ideas and procedures to continuously improve department performance around Guest Love Scores. Ensures that plans and actions are in place to meet departmental goals. Ensures that plans and actions to meet departmental goals are communicated, understood, and completed by managers, supervisors, and hourly associates.

Ensures good communication between all departments and the front office to Serve our guests better. Responsible for hiring, training, and development of all associates working for the front desk. Counsel supervisors and hourly associates on work-related concerns and issues to ensure satisfaction and productivity. Daily and weekly preparation of departmental payroll of hourly associates. Efficient in managing departmental expenses and payroll related to Profit & Loss statements.

Additional Requirements: Understanding the operations of other departments: Sales, Housekeeping, and Engineering Ability to: Understand, interrupters, and explain all hotel SOP’s and team member handbooks. Organize and prioritize daily work; monitor progress against schedule and business demands; manage own time and time of the department. Express facts, ideas, and messages to others in a clear, concise, and organized manner that is easily understood.

Successfully manage stress, anxiety, and pressure associated with tight deadlines, heavy workload, and hotel emergency situations. Anticipate the needs of guests; display an open, friendly, courteous, and approachable demeanor to guests; proactively engage guests to provide quality service; maintain a positive and enthusiastic attitude toward guest service. Clearly and effectively express ideas, facts, and messages verbally to others. Communicate goals; motivate and guide team members towards goal accomplishment; understand and provide a clear explanation of job requirements and performance expectations.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Extensive knowledge of hotel Front Office techniques is a must.

EDUCATION AND/OR EXPERIENCE:

Bachelor’s degree (B.A.) from a four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of an organization.

MATHEMATICAL SKILLS:

Ability to work with mathematical concepts such as probability and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY:

Ability to solve practical problems and deal with various concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

TRAINING NEEDS:

Training in providing quality guest service, Supervisory skills training.

PHYSICAL DEMANDS:

The physical demands described here represent those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to walk; use hands to finger, handle, or feel; and talk or hear. The employee is frequently required to stand. The employee is required to walk; reach with hands and arms; climb or balance; and stoop, kneel, or crouch. The employee must frequently lift and/or move up to 10 pounds and, regularly lift and/or move up to 50 pounds, frequently lift and/or move 100pounds.

WORK ENVIRONMENT

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Job Type: Full-time

Pay: From $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 10 hour shift
• Day shift
• Evening shift
• Weekend availability

Ability to commute/relocate:

• Charlotte, NC 28202: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Hotel experience: 3 years (Required)

Work Location: One location

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