Front Office Manager at Saint John's Resort

Schulte Hospitality Group • Plymouth, MI

3d • Onsite

About The Position

Schulte Hospitality Group is seeking a dynamic, service-oriented Front Office Manager to join our team at Saint John's Resort in Plymouth, Michigan! SHG is an organization whose success is rooted in its service culture. Our mission is to exude hospitality, be respectful and authentic, prioritize the needs of our internal and external stakeholders above our own, and continuously strive to make a positive impact in all we do. We are passionate hoteliers eager to add like-minded people to our rapidly growing team! When you join SHG you'll be part of a team committed to an inclusive, employee-focused workplace that is invested in your development. We want you to feel engaged, empowered, and excited to grow with us. After all, we believe our greatest and most valuable asset is our people! SHG provides a rewarding, fun and flexible work environment, exciting perks, an atmosphere designed to encourage and promote career growth within the company and a robust benefit package.

Requirements

• Minimum of three (3) years in similar leadership role. (I.E. Front desk supervisor, Assistant Front Office Manager, etc.)
• Minimum of High School education, post-high school education preferred
• Basic math skills
• Ability to communicate effectively verbally and in writing
• Strong leadership skills
• Ability to exceed expectations of guests and team members
• Excellent time management skills
• In-depth knowledge of hotel Front Desk operations

Responsibilities

• Highly interactive with guests on a continual basis to obtain feedback on quality of product, service levels, and overall satisfaction
• Ability to create memorable guest experiences with personalized service, amenities, and timely communication of guests' needs.
• Oversees day-to-day operations of the Front Desk and Guest Services teams.
• Ensures accurate check-in/check-out processes, room assignments, group blocks, and billing accuracy.
• Ensures staffing levels meet service expectations.
• Conducts daily shift briefings, walkthroughs, and supports pace-setting during peak periods.
• Monitors daily status of rooms, rates, discount rates and packages.
• Maintains current list of available rooms for walk situations.
• Coordinates blocking of rooms.
• Serves as the primary leader for guest interactions, addressing guest issues, preferences, billing concerns, and service recovery needs.
• Trains associates on luxury guest service standards, upselling, conflict resolution, and communication expectations.
• Manages VIP arrivals and collaborates with Housekeeping and Bell teams to ensure readiness.
• Oversees daily financial accuracy including cash handling, reconciliation, billing, rate integrity, and shift audits.
• Reviews labor reports and adjusts schedules to support departmental productivity.
• Identifies opportunities for revenue through upselling and service enhancements.
• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
• Solicits employee feedback, utilizes an "open door" policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
• Works closely with Housekeeping, Engineering, Sales & Events, and Security to ensure coordinated guest experience.
• Regularly communicates operational updates to the Rooms Division Manager and escalates issues when needed.
• Ensures accuracy of group blocks, arrivals, departures, room status updates, VIP notifications, and special requests.
• Coordinates activities with other departments in order to achieve optimal levels of communication, guest satisfaction, and associate recognition.
• Completes and monitors employee schedule.
• Monitors VIP arrivals.
• Keeps track of rooms to ensure accurate status and readiness for check-in.
• Hires, coaches and disciplines direct reports.
• Interacts positively and professionally with guests to resolve issues.
• Acts as Manager on Duty as required.
• Works nights, weekends, and holidays as necessary.
• Perform various other duties as assigned to meet business objectives

Benefits

• Work Today, Get Paid today, with Daily Pay!
• Free Telemedicine and Virtual Mental Health care access for All Associates starting day one!
• Multiple Health Insurance and Life Insurance options
• 401k Plan + Company Match
• Paid Parental Leave
• Paid Time Off
• Holiday Pay
• Pet Insurance
• Employee Assistance Program
• Schulte Savings Marketplace Discounts on event tickets, electronics, gym memberships + more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED