Front Desk Manager

Front Desk Manager

Location: Home2 Suites by Hilton - Denton, TX

The Front Office Manager is responsible for overseeing the daily operations of the front desk/office, ensuring exceptional guest service standards are consistently met. This role supervises the front desk team members during assigned shifts and performs duties in a professional, efficient, and service-focused manner to create a positive and memorable guest experience. In addition to front desk oversight, this position may also include direct supervision of the complimentary breakfast and food & beverage team, ensuring service standards, cleanliness, and operational efficiency are maintained across these areas. The Front Office Manager supports overall hotel operations by fostering teamwork, accountability, all while delivering first-class guest service.

Essential Responsibilities:

• Supervises the front desk team (may also include the comp breakfast and F&B team), including recruiting, hiring, performance evaluations, training and development, and progressive discipline.
• Maintains OHM and brand standards of service quality, ensuring that all guest needs are met and provide with world-class guest service.
• Achieves budgeted revenues and expenses and maximizes profitability related to the guest services department.
• Liaison with all departments including housekeeping, F&B, sales, and engineering.
• Contributes to the profitability and guest satisfaction perception of other hotel departments.
• Attends and participates in property revenue meetings ensuring revenue maximization and profit in all areas.
• Develops short-term and long-term financial and operational plans for the front desk department which relate to the overall objective of the hotel.
• Actively participates in the hotel's sales efforts.
• Collaborates on the creation, management and operation within property budget and expense plans.
• Increases level of guest satisfaction by delivery of an improved product through team member development, job engineering and quality image.
• Manages Front Office operations to ensure maximization of RevPar and overall profitability.
• Maintains procedures for cash, credit control and handling of financial transactions.
• Maintains procedures for security of monies, guest security and emergency procedures.
• Collaborates with leadership team on reputation management, providing a timely response to guest reviews and concerns.
• Schedules team according to labor standards and forecasted occupancy.
• Ensures team is properly trained according to OHM and brand standards to provide world-class guest service.
• Supports team member recognition and engagement programs.
• Manages in compliance with local, state and federal laws and regulations.
• Reports to work for scheduled shift, on time and in uniform in accordance with company policy.
• Knows and complies with all company policies and procedures pertaining to this position and its duties.
• Takes the initiative to greet guests in a friendly and warm manner.
• Embraces O'Reach, Green Team, Guest Service, Team Member Satisfaction, Health & Wellness, and Safety culture.
• Performs other duties and responsibilities as required or requested.

Skills & Abilities:

• Strong leadership, management, organizational and communication skills.
• The ability to spot and resolve problems efficiently.
• Excellent verbal and written communication skills.
• The ability to deliver results.
• The ability to work well with, as well as motivate, a variety of personality types and maintain tact and diplomacy throughout all interactions.
• The ability to multitask and prioritize.
• Experience with relevant brand-specific PMS.
• Have computer skills to include Microsoft Word, Microsoft Excel, etc.
• Presenting professionally and persuasively to individuals and team members.
• Demonstrating sound knowledge of all aspects of the hotel and services offered.
• Use analytical skills for measuring business potential and value to the hotel.
• Interact with all levels of customers and hotel management.
• Being comfortable with the high level of visibility and the leadership role with the hotel and community.
• Able to work under pressure

Education & Experience:

• Associates or bachelor's degree in hospitality management, management, or business.
• Two-year supervisory experience, one-year line level experience, OR an equivalent level of education and experience preferred.

Physical and Environmental Requirements:

• Must be able to stand and walk for extended periods of time, up to 8 hours per shift.
• Frequent use of hands and fingers to operate office equipment, including computers, phones, and POS systems.
• Ability to communicate effectively in person and by telephone.
• May occasionally need to lift, carry, push, or pull items weighing up to 40 pounds (e.g., office supplies, small packages, breakfast or lobby supplies).
• Ability to bend, stoop, kneel, and reach as needed.
• Must be able to respond quickly to guest or operational needs, including emergency situations.

Work is primarily performed in a hotel front office environment with moderate noise levels. The position may require exposure to varying temperatures when assisting guests outdoors or in different areas of the property. Evening, weekend, and holiday work may be required based on business needs.

O'Reilly Hospitality Management, LLC, is an equal opportunity employer. Employment selection and related decisions are made without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, genetic information, disability, protected veteran status or other protected classification s.