Front Office Manager & Sales Coordinator

Job Description

Job Description

As the Front Office Manager & Sales Coordinator , you will oversee all front office operations—including guest registration, telephone/text services, reservations, night audit, and guest experience management—while leading local sales coordination efforts. As an individually franchised hotel, our managers wear many hats and learn many facets of the hospitality industry. This role is a fantastic opportunity for someone with hotel experience looking to gain well-rounded management exposure and grow into a General Manager or Director of Sales position.

What You'll Do Day-to-Day

People & Team Leadership

• Manage day-to-day staffing needs, plan work schedules, assign duties, and set clear performance goals for front office team members.
• Provide continuous coaching, mentoring, and constructive feedback to elevate team performance and morale.
• Educate and train staff on system operations, guest service expectations, safety regulations, and security standards.

Guest Experience Excellence

• Ensure the front office team delivers personalized recognition, warm welcomes, and professional attention to all guests in accordance with IHG One Rewards Loyalty standards.
• Actively engage with guests in the lobby, build strong customer relationships, and respond promptly and professionally to feedback or complaints on extranets & Medallia.
• Perform routine inspections of the front office and public areas, immediately correcting any operational or aesthetic deficiencies.

Financial & Operational Performance

• Assist the General Manager in preparing departmental operating budgets and controlling labor expenses.
• Execute rate strategies, upselling programs, and walk-in initiatives to maximize occupancy, Average Daily Rate (ADR), and compliance with IHG policies.
• Oversee the night audit function and review daily financial reports for accuracy.

Operations & Responsible Business

• Ensure adherence to hotel credit, billing, and cash-handling policies.
• Maintain central communication readiness during emergency situations and liaise with local emergency personnel when needed.
• This is a salary role that does include a minimum of four 8 hour shifts per week with one "office" day.

Sales Coordination & Business Development

• Respond promptly to Requests for Proposals (RFPs) and manage inbound inquiries.
• Collect and qualify leads for negotiated corporate rates and group bookings.
• Facilitate group contract negotiations in close collaboration with the General Manager.
• Make occasional sales calls via telephone or in person to build relationships with local accounts.
• Proactively prospect potential leads via targeted email or text outreach sharing our discounted booking links.

AI Innovation & Process Improvement

• Collaborate directly with the General Manager to design, develop, and implement new tools and processes using AI, ensuring the hotel continuously evolves and adapts to an ever-changing industry landscape.

What We Need From You

• Education: Bachelor’s degree or higher education qualification in Hotel Management, Business Administration, or related field (or equivalent experience) is preferred.
• Experience: Minimum of 3 years of Front Office or Guest Service experience in a hotel setting, including proven leadership or supervisory experience.
• Languages: Fluency in English is required; knowledge of Spanish is a plus.
• Skills: Strong problem-solving capabilities, clear communication skills, familiarity with hotel PMS software (we use HotelKey), and a passion for customer service. This position will require extensive use of the computer. Applicants must be comfortable typing long documents or entering data with the number pad on the computer. Additionally applicants must be comfortable using a variety of applications from Google Workspace with Gemini & Microsoft 365 to franchisor extranet and other applications.
• Service Mindset: Ability to embody True Hospitality core skills: True Attitude, True Confidence, True Listening, and True Responsiveness.
• Other requirements: This position may include taking calls, texts or emails outside of regular business hours and on weekends to support colleagues on property. At times this position may require more than 40 hours per week.

What We Offer

• Competitive base salary
• IHG Employee Room Discount Program across worldwide properties
• Paid Time Off (PTO) and holiday pay
• Professional growth and training opportunities through IHG
• Provided employee uniforms

Very nice to have experience with: HotelKey PMS, Canary, IHG apps (Merlin, RFP, Concerto, etc), Cvent, group contract negotiations, Spanish, scheduling on ADP, Quore, Anacove,

At Garner Hotel Greenville East, we are an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

\nCompany Description

Garner Hotel Greenville East. Family and worker oriented hotel in the heart of Pelham Road's restaurant and entertainment district.

Company Description

Garner Hotel Greenville East. Family and worker oriented hotel in the heart of Pelham Road's restaurant and entertainment district.