What are the responsibilities and job description for the Front Office Manager position at StepStone Hospitality Inc.?
Join the team at Le Méridien Charlotte and Sheraton Charlotte, two connected hotels in the heart of Uptown Charlotte!
We are looking for a passionate and guest-focused Front Desk Manager to join our team! This is a great opportunity for a hospitality professional who enjoys leading a team, creating memorable guest experiences, and being at the center of hotel operations. The ideal candidate is a hands-on leader who thrives in a fast-paced hospitality environment, enjoys problem-solving, and is passionate about both guest satisfaction and team development.
If you’re ready to take the next step in your hospitality career and make a meaningful impact on both our guests and our team, we’d love to hear from you!
What You’ll Do
- Maintain high standards of quality and exceptional guest service.
- Lead and support Front Desk operations to ensure a positive and welcoming guest experience.
- Respond to and resolve guest requests, concerns, and complaints in a courteous and timely manner.
- Support departmental revenue and expense goals while identifying opportunities to maximize profitability.
- Assist in developing short- and long-term operational and financial plans that support the hotel’s overall objectives.
- Provide operational oversight and support across departments, including Engineering, Housekeeping, and Food & Beverage, as needed.
- Oversee problem resolution in the absence of the Director of Front Office.
- Increase guest satisfaction through strong leadership, employee development, and consistent service standards.
- Manage reservation functions to support optimal occupancy and average daily rate through effective associate selling techniques.
- Maintain proper procedures related to credit control, financial transactions, financial assets, and guest security.
- Recruit, hire, train, and retrain Front Office associates, including the Assistant Front Office Manager.
- Accurately utilize hotel systems, office programs, and accounting software required for the position.
- Minimum of 2 years of hospitality experience.
- Previous Front Office supervisory or management experience required.
- Strong leadership, guest service, communication, and problem-solving skills.
- Experience training, coaching, and developing team members.
- Ability to work in a fast-paced environment and collaborate across departments.
- Flexible availability, including weekends and holidays.
EOE - All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.