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Embassy Suites Cleveland Rockside
Hotel Front Office Manager
Career Insights for Hotel Manager
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Based on Ohio data
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What they do
A Hotel Manager manages a hotel, ensures the comfort of guests and manages business practices for the establishment. Handles guest services or supervises front office, cleaning and maintenance staff. May set room rates. Tracks expenses and inspects facilities for cleanliness and quality.
$58,925 / year median in Ohio
+7% projected growth
Job Description
Overview Join our dynamic hospitality team as a Hotel Front Office Manager, where you will lead the front desk operations with enthusiasm and professionalism. This pivotal role ensures seamless guest experiences by overseeing check-in and check-out procedures, managing reservations, and delivering exceptional customer service. Your energetic leadership will foster a welcoming environment, motivate staff, and uphold the highest standards of hospitality management. If you thrive in a fast-paced setting and are passionate about guest relations, this is your opportunity to shine in a vibrant hotel setting. Responsibilities Supervise daily front desk activities, including guest check-in/check-out, reservations, and guest inquiries. Lead and motivate front office staff to deliver outstanding customer service and maintain high standards of hospitality. Manage property management systems (PMS), such as OPERA or similar platforms, to ensure accurate reservation and billing processes. Handle guest complaints or issues promptly with effective problem-solving skills, ensuring guest satisfaction. Oversee night audit procedures to reconcile daily financial transactions and prepare reports. Implement hotel emergency procedures to ensure safety and compliance at all times. Maintain clear communication across departments via multi-line phone systems and uphold phone etiquette standards. Foster guest relations by providing personalized service, addressing special requests, and enhancing overall guest experience. Ensure staff adherence to hotel policies, safety protocols, and customer service standards. Coordinate with housekeeping and maintenance teams to ensure rooms are ready for guests and facilities are well-maintained. Experience Proven experience in hospitality management or front office operations within a hotel or resort environment. Strong knowledge of hotel management systems (PMS), particularly OPERA or comparable platforms. Excellent customer service skills with the ability to resolve issues efficiently and professionally. Multilingual or bilingual abilities are highly desirable to serve diverse clientele effectively. Familiarity with hotel emergency procedures, night audit processes, and guest services best practices. Previous experience working with multi-line phone systems and handling phone communication with professionalism. Demonstrated ability to lead a team in a fast-paced environment while maintaining high standards of hospitality excellence. Resort experience is a plus, along with strong guest relations skills that foster loyalty and positive reviews. Embark on this exciting journey where your leadership transforms guest stays into memorable experiences!