Job Description


Responsible for the management and organization of all areas of the Front Office, including the Front Desk, Bell Stand, Concierge, AYS/PBX, Valet Parking, Transportation Department, and Concierge/Executive Lounge. Continually strive to improve guest and associate engagement while maximizing financial performance and continuous development of staff associates.


* Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
* Ensures staff can deliver on the White Lodging Service Pledge.
* Ensures Front Office staff perform all brand-required standards and can pass a brand standards audit.
* Ensures Front Office staff can pass White Lodging safety audits and internal audits.
* Encourages and builds mutual trust, respect, and cooperation among team members.
* Serves as a role model to demonstrate appropriate behaviors.
* Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
* Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
* Ensures recognition of employees is taking place across areas of responsibility.
* Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
* Celebrates successes and publicly recognizes the contributions of team members.
* Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
* Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
* Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
* Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
* Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
* Analyzes and critiques wage reporting.
* Understands the impact of Front Office operations on the Rooms area and overall property financial goals.
* Manages department controllable expenses to achieve or exceed budgeted goals.
* Ensures maintenance on PMS, PBX, Movie, WiFi, and all other Front Office systems.
* Provides services that are above and beyond for customer satisfaction and retention.
* Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
* Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
* Acts as the "Service Champion" for the Front Office and creates a positive atmosphere for guest relations.
* Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
* Strives to improve service performance.
* Empowers employees to provide excellent customer service.
* Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
* Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
* Responds to and handles guest problems and complaints.
* Observes service behaviors of employees and provides feedback to individuals and/or managers.
* Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
* Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
* Establishes challenging, realistic and obtainable goals to guide operation and performance.
* Solicits employee feedback, utilizes an "open door" policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
* Reviews group cover sheets and ensures staff is prepared to meet customer demands.
* Ensures staff communicates effectively with the Housekeeping team.
* Monitors and coaches service recovery.
* Maintains overnight Front Desk staffing and standards.
* Maintains productive relationship with Valet Parking provider.
* Ensures employees are treated fairly and equitably.
* Manages employee progressive discipline procedures for Front Office Staff.
* Administers the performance appraisal process for direct report managers.
* Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.
* Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
* Analyzes information and evaluating results to choose the best solution and solve problems.
* Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
* Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.
* Works nights, weekends, and holidays as necessary.
* Perform other duties as assigned.Key Accountabilities
* Guest Service Scores - ensure goals are met for all guest service related measurements
* Department Budget - Meet budgeted wages and general expenses
* Associate Relations - Associate Engagement Survey plans and actions implemented and measured

Other Information


* Extensive knowledge of Front Office operational procedures
* Ability to select and develop talent
* Effective decision making skills
* Strong problem-solving skills
* Financial management skills e.g., ability to analyze P&L statements, develop operating budgets, forecasting, and capital expenditure planning
* Ability to acquire and maintain relationships e.g. associates, customers, vendors
* Ability to effectively manage labor productivity
* Strong communication skills (verbal, listening, writing)
* Resourcefulness
* Passion for guests and associates
* Inspires followership


* College degree required (minimum of a 2-year degree).
* Experience in similar leadership role required.


* Lift, carry or otherwise move up to 10 lbs. regularly.
* Lift, carry or otherwise move up to 50 lbs. occasionally with assistance.
* Follow proper moving and lifting procedures identified in Departmental Orientation Handbook.
* Regularly required to stand; sit; walk; reach; use hands to finger, handle or feel; talk and hear.


* Medical, Dental, and Vision
* Short- and Long-Term Disability and Life Insurance
* Employee Assistance Program (EAP)
* 401(k)
* Paid Time Off to include Vacation, Holidays, & Sick
* Tuition Reimbursement
* Complimentary and Discounted Rooms

Location Code: 2560

Important Notes


Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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