Front Office Manager

Concord Hospitality Enterprises • Charlotte, NC

9d

About The Position

Concord Hospitality is seeking a Front Office Manager to lead the guest services team and ensure superior guest satisfaction, uphold product quality standards, and manage front desk operations according to brand standards. The role calls for a hands-on leader who creates a welcoming atmosphere for guests and inspires the team to deliver exceptional service. The Front Office Manager serves as the primary PM Manager on Duty and supports hotel-wide operations when required.

The position oversees front desk operations, staff development and HR functions, financial reporting, revenue management support, and compliance with personnel, labor, health, safety, and key-control requirements. It also includes property inspections and oversight of preventive maintenance and deep-cleaning schedules. The manager partners with the General Manager and Sales team to support business opportunities and mentors management talent within the front office team.

Requirements

• Proven leadership experience in hotel front office or guest services management.
• Strong customer service philosophy and ability to foster a guest-first culture.
• Knowledge of revenue management, financial reporting, and hotel operations.
• Excellent communication, training, and problem-solving skills.
• Familiarity with HR best practices and compliance standards.

Responsibilities

• Serve as the primary PM Manager on Duty and support hotel-wide operations when required.
• Maintain guest service as the hotel's driving philosophy and ensure guests leave satisfied.
• Train, motivate, and empower front desk staff to provide responsive, professional guest assistance.
• Oversee front desk operations, including check-in and check-out, telephone procedures, hotel amenities, and system use.
• Partner with the General Manager and Sales team to generate business opportunities, set rate codes, and manage rooming lists.
• Assist with revenue management functions and participate in revenue calls with corporate and brand teams.
• Produce accurate financial reports in a timely manner.
• Manage front desk HR functions, including recruiting, hiring, training, evaluations, and retention efforts.
• Ensure compliance with personnel policies, labor regulations, health and safety codes, and key-control procedures.
• Conduct property inspections and oversee preventive maintenance and deep-cleaning schedules to maintain product standards.
• Mentor and develop management talent within the front office team.
• Encourage and support team members in reaching their full potential and foster a welcoming, respectful, and professional work environment.

Benefits

• Competitive wages
• Medical, dental, and vision insurance
• Life insurance and short- and long-term disability options
• 401(k) with company match
• Tuition assistance
• Discounted room rates at Concord-managed hotels
• Training, development, and career advancement opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed