Front Office Manager

21c Museum Hotels is a pioneering blend of contemporary art, boutique hospitality, and culinary excellence. The Front Office Manager leads the daily operations of the Front Office, ensuring exceptional guest service, financial success, and a culture of accountability. Reports To: Director of Rooms Supervises: Front Desk Agents, Bell/Valet, Night Audit General Purpose: The Front Office Manager is committed to guest service excellence, promotes the 21c Museum Hotel brand, and is capable of stepping into any position within the department as needed. Specific Responsibilities Respond professionally and courteously to arriving, departing, and in‑house guests with accurate and timely information and services. Handle inquiries regarding hotel information and guest concerns. Supervise daily front‑office operations, ensuring a safe environment and quality services to maximize guest satisfaction and financial performance. Oversee all day‑to‑day operations of Front Desk and Bell/Valet staff, ensuring compliance with established policies. Act as a resource for supervisors, agents, and valet on all front‑office procedures. Promote 21c to staff and guests, serving as a brand cheerleader. Facilitate guest arrivals and departures during peak times for a smooth transition. Accept reservations from agents, in person and by telephone, and answer inquiries courteously. Maintain knowledge of all in‑house and area functions to provide timely, knowledgeable responses. Control cash transactions at the front desk and maintain responsibility for the personal bank per hotel policy. Review guest issues with staff, coordinate resolution, approve recovery, and log follow‑up. Oversee all concierge duties, including transportation, packages, and amenities. Know the hotel’s emergency procedures completely. Implement new procedures and policies. Review night audit and daily reports, addressing issues with staff or appropriate departments. Monitor room inventory, drive associates to achieve sell‑out, and train staff in the strategy. Conduct quarterly one‑on‑one meetings with front‑desk associates. Execute progressive discipline as per policy. Coordinate with the Rooms Manager for annual reviews. Serve as backup for the Rooms Manager during absences. Qualifications Strong leadership skills. Attention to detail. Excellent organizational skills. Ability to generate ideas from the team and implement them. Thrives in a fast‑paced environment with constant multitasking. Extends excellent public‑facing customer service skills. Working knowledge of guest and hotel services, policies, and operations. Talent for building positive guest connections, reducing recoveries, and resolving issues effectively. Tactful and empathetic in stressful, emotional situations. Comprehensive understanding of front‑office procedures. Knowledge of standard cash handling procedures and computerized cash register systems. Excellent verbal and written communication skills, including report writing and training facilitation. Proficiency with computer systems, Microsoft Office, Opera PMS, POS, etc. Must pass a background check. Education / Formal Training High School diploma or equivalent. Experience Minimum of 5 years in hospitality management. Additional Information 21c Museum Hotels is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics. The EEO is the Law poster is available here: . #J-18808-Ljbffr 21c Museum Hotel Durham