Front Desk Manager - Delta Baltimore North - Baltimore, MD

Hotel Equities•Baltimore, MD

13h•Onsite

About The Position

If you thrive on creating memorable guest experiences, leading dynamic teams, and turning everyday moments into something special, Delta Baltimore North, in Baltimore, MD is seeking a Front Office Manager who brings both operational excellence and genuine hospitality to every shift. As the face of Delta Baltimore North, the Front Office sets the tone for every guest interaction. You’ll lead a team that ensures each arrival feels like a warm welcome home and every departure ends with a smile. This is your chance to elevate service standards, inspire your team, and make a lasting impact on our guest experience.

Requirements

Proven experience as a Front Office Supervisor, Assistant Manager, or similar role in a full-service hotel environment.
Strong leadership skills with a hands-on, service-first approach.
Be self-motivated and use time wisely.
Excellent communication, organization, and problem-solving abilities.
Tech-savvy with hotel systems and experience with Opera Cloud.
A passion for hospitality and team development.
High School diploma /Secondary qualification or equivalent.
Experience with Opera Cloud.
Must be able to speak, read, write and understand the primary language(s) used in the workplace.
Must be able to read and write to facilitate the communication process.
Requires good communication skills, both verbal and written.
Must possess basic computational ability.
Must possess basic computer skills.
Extensive knowledge of the hotel, its services and facilities; General knowledge of the city where hotel is located and its attractions.
Must be able to stand and exert well-paced mobility for up to 4 hours in length.
Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
Must be able to lift up to 15 lbs. occasionally.
Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
Ability to spend extended lengths of time viewing a computer screen.
Requires manual dexterity to use and operate all necessary equipment.
Must have finger dexterity to be able to operate office equipment.
Being passionate about people and service.
Strong communication skills are essential when interacting with guests and employees.
Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.
Basic math skills are used frequently when handling cash or credit.
Problem-solving, reasoning, motivating, and training abilities are often used.
Have the ability to work a flexible schedule including nights, weekends and/or holidays.

Responsibilities

Manage and lead the operations of the front desk/night audit and to ensure an optimal level of service and hospitality is provided to the guests.
Lead, train, and motivate a talented Front Desk team to deliver exceptional service every day.
Oversee daily front office operations, ensuring smooth check-ins, check-outs, and guest satisfaction.
Prepare department schedules in accordance with labor standards, forecasted occupancy and business needs.
Review and approve department's payroll.
Be knowledgeable and helpful about the local area, the hotel and hotel services.
Be an enthusiastic, helpful and positive member of the team.
Be professional, responsible and mature in conduct and behavior.
Partner with Housekeeping, Engineering, Sales, and other departments to create a seamless guest journey.
Resolve guest concerns promptly and efficiently with professionalism, empathy, and creativity.
Participate in the recruitment process for the department by attracting, hiring, retaining and motivating all employees.
Interview, hire, train, develop, empower, coach and counsel, conduct performance and salary reviews, resolve problems, provide open communication vehicles, discipline and terminate, as appropriate.
Maintain open line of communications with each department.
Respond positively to new ideas.
Openly accept critical/developmental feedback.
Be available to help other departments in emergency situations.
Adhere to all work rules, procedures and policies established by the company including, but not limited to those contained in the associate handbook.
Properly handle and account for keys.
Perform other assignments as directed by the General Manager.
Leads the Health and Safety Committee, Binder/Documentation.
Be knowledgeable of policies regarding emergency procedures and security concerns.
Promote an accident prevention program to minimize liabilities and related expenses.
Will be available to cover vacation days and time off requests.
Identifies and records special billing instructions.