Front Office Manager Primary Shift

Front Office Manager – Availability: 3pm – 11pm

Position overview:

The Front Office Manager is the first point of contact for all guests, responsible for ensuring guest satisfaction, managing front office operations, and driving profitability.

• Pay before payday
• Medical/Dental/Vision
• 401(k)
• Company‑paid short‑ and long‑term disability insurance
• Company‑paid life insurance
• Travel discounts
• Merit increases
• Years of Service Awards
• Employee Assistance Program
• Advancement opportunities
• Paid holidays
• Tuition reimbursement
• Referral bonus (work with your friends!)
• Multiple incentive bonuses

• Maintain proper uniform and nametag.
• Maintain positive guest relations and resolve complaints.
• Communicate effectively with guests and team members.
• Maintain comprehensive knowledge of hotel features, services, rates, promotions, house count, and schedules.
• Provide local attraction information to guests.
• Maintain knowledge of equipment maintenance/use.
• Review daily business levels, anticipate critical situations, and plan solutions.
• Coordinate staff breaks.
• Monitor front entrance and resolve congestion.
• Monitor check‑in/check‑out process, assist during critical situations.
• Monitor communication logs and ensure timely follow‑up.
• Adhere to hotel requirements for incidents and emergency protocols.
• Ensure security of guest room access.
• Ensure cashiering procedures comply with accounting policies.
• Assist accounting with disputed charges.
• Manage over‑booked situations and walk‑in guests.
• Pre‑register VIPs and greet/escort them to rooms.
• Print special request reports and block rooms.
• Balance room types daily.
• Print credit check reports and review account status.
• Review arriving group resumes and coordinate master accounts and pre‑registrations.
• Coordinate amenities delivery with room service.
• Orient and train new hires; provide ongoing training.
• Give performance feedback, handle disciplinary issues.
• Promote a cooperative climate to maximize productivity and morale.
• Review assignment status with incoming supervisor.
• Assist in control of room inventory to maximize revenues.
• Maintain guest confidentiality.
• Handle emergencies to protect guests and associates.
• Follow all Commonwealth Lodging, hotel, and brand policies and procedures.

• High School Graduate, GED, or equivalent (college degree preferred).
• Computer skills required;
  Microsoft Office experience preferred; hotel system experience preferred.
• 1–2 years of customer service management experience (hotel management experience preferred).
• Problem‑solving and business decision skills.
• Yield management experience.
• Business writing proficiency.
• Good English language competency.
• Excellent written and verbal communication.
• Physical ability: lift up to 25 lbs, push/pull up to 100 lbs, stand for up to 8 hours.
• Willingness to work nights, weekends, and holidays.
• Knowledge of local area.
• Ability to suggestively sell.

Salary: $48,000 – $55,000 per year

Location:

Columbia, SC

Position Type:
Full‑time | Seniority Level: Mid‑Senior Level | Job Function:
Other | Industry: Hospitality