Front Desk Manager

$50,000 - $55,000/Yr

The Dunhill Hotel - Charlotte, NC

Full-time - Mid Level

Onsite - Charlotte, NC

51-100 employees

About the position

The Front Desk Manager at The Dunhill Hotel is responsible for leading the guest services team in a historic boutique hotel setting. This role involves overseeing the guest registration process, managing room assignments, and ensuring high-quality service standards are met. The manager will handle guest inquiries, resolve concerns, and maintain the cleanliness and organization of the front desk and lobby areas. Additionally, the position requires collaboration with other departments to enhance guest experiences and uphold hotel policies and procedures.

Responsibilities

• Complete guest registration process and manage room assignments based on preferences and availability.
• Drive the Revenue Management process and handle guest concerns tactfully.
• Answer questions regarding hotel facilities and services, and assist with booking reservations.
• Maintain cleanliness of the front desk, lobby, and back office areas.
• Follow up with guest check-ins, complaints, and other requests to ensure satisfaction.
• Participate in the hotel Safety Committee and understand emergency procedures.
• Support established policies and procedures for Summit Hospitality and the hotel's brand.
• Assist in conducting departmental operational audits and developing corrective action plans.
• Monitor guest scores and focus on product improvement.

Requirements

• 5 years of management experience in a hotel or guest services environment.
• High school diploma or GED required.
• Proficiency in OPERA and other hotel management software.
• Strong customer service skills and ability to handle guest inquiries and complaints effectively.
• Thorough knowledge of hotel operations including front office, housekeeping, and food and beverage.

Nice-to-haves

• Experience with revenue management processes.
• Knowledge of local area attractions and restaurants.

Benefits

• Health insurance
• Dental insurance
• 401(k)
• Paid time off
• Vision insurance
• 401(k) matching
• Employee discount
• Flexible schedule
• Life insurance