Front Office Manager

Embassy Suites by Hilton Cleveland Rockside
Job Title: Front Desk Manager
Department: Front Office
Reports to: General Manager

About The Role

The Front Desk Manager plays a pivotal role in ensuring the smooth and efficient operation of the front desk, Night Audit, and Transportation, and guest services within a hospitality hotel environment. This position is responsible for leading and supervising front-office staff, and Night Audit to deliver exceptional customer service, manage reservations, and promptly and professionally handle guest inquiries and concerns. The Front Desk Manager oversees daily administrative tasks, coordinates with other departments to enhance guest satisfaction, and implements policies and procedures to maintain high operational standards. This role requires a proactive approach to problem-solving and the ability to manage multiple priorities in a fast-paced setting. Ultimately, the Front Desk Manager contributes significantly to creating a welcoming atmosphere that supports the Hotel\'s reputation and business goals.

Minimum Qualifications

• High school diploma or equivalent; a bachelor’s degree in hospitality management or related field is preferred.
• Minimum of 3 years of experience in front office operations within the hospitality industry.
• Proven experience in a supervisory or managerial role overseeing front desk or guest services teams.
• Strong knowledge of property management systems (PMS) and reservation software.
• Excellent communication and interpersonal skills with a customer-focused attitude.
• Ability to work flexible hours, including evenings, weekends, and holidays.

Preferred Qualifications

• Bachelor’s degree in hospitality management, business administration, or a related field.
• Experience with revenue management and budgeting in a hospitality setting.
• Familiarity with multiple property management systems and customer relationship management (CRM) tools.
• Certification in hospitality management or customer service excellence.
• Multilingual abilities to effectively communicate with diverse guest populations.

Responsibilities

• Supervise and lead front desk agents, night auditors, and transportation staff.
• Ensure efficient and courteous guest check-in and check-out procedures.
• Handle guest complaints and resolve issues promptly and professionally.
• Maintain high standards of customer service and guest satisfaction.
• Schedule, train, coach, and evaluate team performance.
• Monitor room availability, occupancy, and room assignments.
• Coordinate with housekeeping, maintenance, reservations, and other departments to ensure guest needs are met.
• Ensure accurate handling of reservations, billing, cash transactions, and credit card payments.
• Enforce hotel policies, procedures, and brand standards.
• Monitor front office inventory and supplies.
• Assist with revenue management by promoting room upgrades and hotel services.
• Ensure compliance with health, safety, and security protocols.

Skills

• Leadership and team management
• Customer service excellence
• Conflict resolution
• Time management and multitasking
• Financial and cash handling
• Computer proficiency Property Maintenance Systems
• Attention to detail
• Professional appearance and demeanor

Physical Requirements

• Ability to stand and walk for extended periods
• Ability to lift to 25 pounds occasionally
• Ability to work in a fast-paced hospitality environment

EOE/M/F/Vet Disabilities