Hampton Inn & Suites Charlotte-Arrowood Rd. | 9110 Southern Pine Blvd, Charlotte, NC 28273

We are always looking for people that have a heart for service to join our company. Maya Hotels owns and operates great brands from Hilton, Marriott, & IHG. We understand that creating a desired employee experience is key to helping us deliver exceptional guest experiences and become an employer of choice. We believe that if you take care of your employees, they will in turn take care of your customers and guests.
JOB OVERVIEW:
The Front Office Manager/ Supervisor supervises all aspects of the department including but not limited to operations, planning, staffing and payroll in accordance with hotel policies and procedures. The Front Office Manager provides leadership and support to all members of the Front Office, implements and enforces the Maya Culture in all areas supervised.
The Guest Service Representative is typically the guest’s first interaction with the hotel so we need to make sure it is consistently a positive one. Each guest needs to be welcomed and acknowledged with the Maya Hotels service attitude. GSR’s are responsible for ensuring we provide the highest level of guest service and that our standards are met and maintained at all times. with a combination of a passion for the job and the right communication with other departments, Front Office Mangers have the ability and empowerment to make the guests experience more than MEMORABLE. The Front Office Manager must have a positive and professional upbeat personality with a desire to deliver outstanding customer service to our guests.
ROLE AND RESPONSIBILITIES
Financial Returns: 
• Perform accurate check-ins and check-outs of guests daily.
• Make reservations over the phone and in person.
• Perform job functions with attention to detail and accuracy.
• Supervise Upsell program at the Front Office and work as part of the Yield Management team to try and maximize revenue for the hotel.
People: 
• Manage and monitor activities of all employees in the Front Office department making sure they adhere the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed.
• Inform all Front Office staff of daily activities, group and VIP arrivals as well as special requests and repeat guests.
• Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate.
• Work closely with the Housekeeping Department to improve guest services and foster cross departmental communication.
• Hold monthly department meetings keeping staff informed of all activities in the hotel, reinforcing Standards of Excellence and promoting a strong team atmosphere and culture.
• Remain current in all updates with regards to new procedures and training. Ensure staff is fully trained in emergency procedures.
• Follow directions thoroughly.
• Work cohesively with co-workers as part of a team.
• Live and demonstrate the Maya Hotels core values.
• Work with minimal supervision.
• Satisfactorily communicate with guests, management and co-workers to their understanding.
Guest Experience: 
• Maintain a professional and high quality service oriented environment at all times.
• Greet guests in a friendly and professional manner.
• Engage each guest as a unique individual and listen attentively to their requests
• Understand guest’s service needs.
• Answer the telephone in a timely and professional manner.
• Anticipate and address guest’s service needs.
• Maintain confidentiality of guest information and pertinent hotel data.
• Listen and respond to guest complaints and ensure corrective action is taken in a timely manner to achieve complete guest satisfaction.
• Run daily reports to check reservations for accuracy and identify any guest special requests.
Responsible Business: 
• Keep work area neat and tidy.
• Business professional attire and personal appearance are kept clean and professional and are in accordance with Maya Hotels Grooming Policy. A smile is considered part of the uniform.
• Comply with Maya Hotels policies, procedures and Code of Ethics.
• Maintain a cash drawer throughout the shift and ensure it balances correctly at the end of shift.
• Promote a safe working environment
• Learn and adhere to all fire and emergency procedures, including procedures for handling of the fire panel, ensuring guest safety and participate in an evacuation if necessary.
• Practice safe working habits, including bending and lifting appropriately to avoid injury, reporting hazards, appropriate set of cleaning chemicals and working to minimize tripping and falling hazards,
• Prioritize and organize.
• Be a clear thinker, remaining calm and resolving problems using good judgement.
• Participate in helping the hotel recycle.
THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THE EMPLOYEE OCCUPYING THIS POSITION. EMPLOYEES WILL BE REQUIRED TO PERFORM ANY OTHERS JOB RELATED DUTIES ASSIGNED BY THEIR SUPERVISOR.
MAY ALSO SERVE AS MANAGER ON DUTY.
WORK ENVIRONMENT: FRONT DESK, ADMIN OFFICES AND HOUSEKEEPING (WHERE APPLICABLE).
JOB INVOLVES WORKING:
UNDER VARIABLE TEMPERATURE CONDITIONS (OR EXTREME HEAT OR COLD).
UNDER VARIABLE NOISE LEVELS.
STANDING FOR LONG PERIODS OF TIME.
LIFT UP TO 50LBS.
INDOORS.
AROUND FUMES AND/OR ODOR HAZARDS.
AROUND CHEMICALS (WHERE APPLICABLE).
AROUND BIO-HAZARDS (WHERE APPLICABLE).
ADDITIONAL NOTES:
KEY RELATIONSHIPS
INTERNAL: GENERAL MANAGER, ASSISTANT GENERAL MANAGER, DIRECTOR OF OPERATIONS, DIRECTOR OF HUMAN RESOURCES, FRONT OFFICE SUPERVISOR (S), GSR’S, NIGHT AUDIT, EXECUTIVE HOUSEKEEPER, ASSISTANT MANAGER, FLOOR SUPERVISORS, FLOOR ATTENDANTS, LINEN/LAUNDRY STAFF AND ENGINEERING.
EXTERNAL: HOTEL GUESTS/VISITORS.