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Day Shift, Swing Shift
Full Time
Job Description:
General Summary
Plans, manages, and coordinates the daily operations of the Front Office departments including the Front Desk, Teleservices, Valet and Bell Services. The duties include scheduling, payroll, team member relations, purchasing, and accommodating of all guest requests. Responsible for formulation of budget, cost controls, obtaining financial goals, and execution of capital budget plans.  
  • Performance of Front Office Department– Plans, manages, and coordinates the daily operations of the Front Desk, Teleservices, and Valet and Bell Services including training, performance review, and disciplining of staff. Ensures the organization objectives align with business plan and values. Monitors work flow to ensure safe practices, work quality and accuracy; ensures compliance to applicable rules and regulations, polices and standard operating procedures.
  • Staff Training and Development- Develops and conducts monthly departmental training and related education programs. Ensures that all staff is trained in all departmental procedures, rules, regulations and standards.  Trains staff on proper revenue management procedure, including successful selling techniques, current specials and/or promotions, and rate structure. Strives to be innovative in new programs designed to eliminate waste and increase productivity.
  • Guest Service–Investigates and resolves complaints in a timely manner. Monitors guest service and staff performance by soliciting guests’ feedback through direct interaction and comment cards.  Promotes and maintains the highest level of guest service. Ensures guest service issues are resolved prior to guests leaving the property. Effectively maintains communications between sales and housekeeping teams. Ensures staff is aware of marketing promotions, and changes related to the hotel policies and procedures.
  • Financial Control– Manages finances of the department, including budget and cost control. Maximizes revenue through cost control and proper front desk techniques. Analyzes data and compiles reports on expenditures, wages, and labor that are relative to hotel financial forecasts and budget. Yields room rates, room availability status, room blockage and special requests on a daily basis by working closely with the reservation and sales teams.
  • General Office and Special Projects - Performs clerical duties such as credit card reversals, bank deposits, accounts receivable, and room listings. Maintains required records, gathers statistics and prepares reports as required. Designs, plans, and coordinates special projects to improve and enhance guest service program.  Performs other duties as assigned. 

Job Requirements:
Education and Certifications
  • High school diploma or general education degree (GED).
  • Associate’s degree in hotel or hospitality industry preferred. 

Experience, Knowledge, and Skills
  • 5 to 7 years of related experience and/or training.
  • Management/leadership experience required.
  • Experience working with unions preferred. 


  • Excellent verbal, written, and interpersonal communication skills.
  • Superior guest service and hospitality skills.
  • Detail-oriented, organized, self-motivated, and values teamwork.
  • Working knowledge of Microsoft Office, Word, and Excel.
  • Demonstrated knowledge of budgeting and inventory control.
  • Able to learn Property Management System (PMS).
  • Ability to resolve problems efficiently and effectively.
  • Ability to work with diverse personalities and environment.
  • Ability to multi-task and work in a fast-paced, deadline-oriented environment.
  • Must be able to work a flexible schedule according to business needs, including evenings, weekends, and holidays.

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