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Front Office Manager

Description

 

About Us

 At Concert Hospitality, we bring a commitment to collaborative excellence, a unified vision, and shared principles of partnership to every aspect of hotel management. Our approach is seamless and tailored, ensuring each property under our management offers a unique and exceptional guest experience.
 

Join our team of Experience Curators!
 

Concert Hospitality has an amazing opportunity as a Front Office Manager


About Capital Suites Hotel


 We're in downtown Columbus, less than a mile from the Greater Columbus Convention Center. Our hotel is attached to the Huntington Center by an enclosed walkway. Nearby you'll find Nationwide Arena, EXPRESS LIVE! and the North Market just a five-minute walk away. Enjoy city and Scioto River views.  

You should join our team if you...

· Believe in a service and delivery experience that encompasses all 5 senses.

· Have a winning mindset and believe that you are the owner of your success.

· Want to work for a company that understands that life is in the details and every touchpoint matters.

· Embrace exploration and have a desire to learn and create.

· Want to be involved in a storytelling experience, from our Experience Curators to our guests.

You're a great fit for this role if you love...

Providing excellent customer service and service recovery when necessary, resolving guest relations problems skillfully with a willingness and desire to understand guest’s viewpoint

· Hiring, training front office curators

· Promoting teamwork among all management and staff

We're excited to have you join us because you...

Strong customer-relation skills with a total commitment to guest satisfaction. Must be a "people-person" who thrives on public contact.

· Professional appearance and mannerism.

· Supervisory and performance management skills.

· Strong communication skills, both verbally and written.

· Accounting and organizational skills.

· Ability to deal with guests when they are angry or upset.

· Ability to work quickly and thoroughly when under pressure.

· Must be flexible and open to changes in procedures.

· Ability to attend to more than one task at a time.

· Technical knowledge of Front Desk operations.

· Knowledge of Los Angeles, California and surrounding communities.

Here's the Core of Concert Hospitality:  We have a place for you on our team if your passion is to create UNMATCHED COMMITMENTS.


What else do YOU need to know…This job posting is intended to describe the general nature and level of work being performed by people assigned to this job. It is not intended to include all duties and responsibilities. The order in which duties and responsibilities are listed is not significant. We are an equal opportunity employer

Average salary estimate

$50000 / YEARLY (est.)
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$40000K
$60000K

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What You Should Know About Front Office Manager, CONCERT HOSPITALITY LLC

Concert Hospitality is thrilled to invite you to apply for the role of Front Office Manager at our vibrant Capital Suites Hotel in downtown Columbus! If you're someone who believes that every detail counts and enjoys creating memorable experiences for guests, then this is your chance to shine. As the Front Office Manager, you will lead a team of passionate Experience Curators dedicated to providing service that captivates all five senses. Your responsibilities will include overseeing the front desk operations, training and hiring staff, and ensuring that all guest interactions are nothing short of exceptional. You should thrive in a fast-paced environment, good-naturedly resolving guest concerns while maintaining a positive attitude. We're located less than a mile from the Greater Columbus Convention Center, so if you enjoy being at the heart of it all, this is the place for you. Join us, and let’s create unforgettable stories together as you help pave the way for a warm and welcoming atmosphere, ensuring that our guests leave with a smile. At Concert Hospitality, you’re not just a manager; you’re a creator of experiences, a team player, and a professional dedicated to keeping our guests happy and engaged. From navigating complex situations to celebrating small victories, we’re looking for someone with a strong service ethic and a flexible mindset. So, if you’re excited to embark on this journey with Concert Hospitality, we can’t wait to meet you!

Frequently Asked Questions (FAQs) for Front Office Manager Role at CONCERT HOSPITALITY LLC
What are the primary responsibilities of a Front Office Manager at Concert Hospitality?

As a Front Office Manager at Concert Hospitality, you'll be responsible for overseeing daily front office operations, ensuring excellent customer service, training and mentoring front office staff, and resolving guest issues effectively. Your role is crucial in creating a welcoming environment and ensuring staff work together as a team to deliver outstanding guest satisfaction.

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What qualifications do I need to become a Front Office Manager at Capital Suites Hotel?

To qualify for the Front Office Manager position at Capital Suites Hotel, you should have strong customer relations skills, supervisory experience, and excellent communication abilities. A background in hospitality management is advantageous, along with accounting and organizational skills to effectively handle administrative tasks and guest interactions.

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How does Concert Hospitality define excellent customer service for the Front Office Manager role?

At Concert Hospitality, excellent customer service starts with understanding the needs and perspectives of our guests. As a Front Office Manager, you’ll be expected to actively listen to guests, address their concerns with empathy, and ensure every touchpoint of their stay is meticulously managed to create a memorable experience.

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What is the work environment like for a Front Office Manager at Capital Suites Hotel?

The work environment for a Front Office Manager at Capital Suites Hotel is fast-paced and dynamic. You'll be in a team-oriented atmosphere where collaboration is key. With the hotel's prime location in downtown Columbus, you’ll engage with a diverse range of guests and collaborate closely with your team to enhance the guest experience.

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What are the opportunities for career growth as a Front Office Manager at Concert Hospitality?

Concert Hospitality encourages professional development and career growth. As a Front Office Manager, you can advance to higher managerial roles within our organization or explore other areas of hospitality management, thanks to our commitment to training and coaching our leaders to achieve personal and professional goals.

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Common Interview Questions for Front Office Manager
How do you handle guest complaints as a Front Office Manager?

When handling guest complaints, I focus on active listening to fully understand the issue. I empathize with the guest, acknowledge their feelings, and assure them I will take immediate action to resolve the problem. It's essential to follow up to ensure the guest feels valued after the situation has been addressed.

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What strategies do you use to motivate your front desk team?

I believe in fostering a positive work environment through recognition and support. I motivate my team by setting achievable goals, celebrating successes, providing continuous training, and creating open lines of communication, ensuring everyone feels empowered and invested in their roles.

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Can you describe a time when you went above and beyond for a guest?

An instance when I went above and beyond for a guest involved resolving a booking error. I not only corrected the issue but also upgraded their room and arranged a complimentary dinner. The guest expressed immense gratitude, highlighting the importance of proactive service in hospitality.

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How do you ensure the front office team meets performance goals?

I ensure my front office team meets performance goals by implementing clear metrics, providing consistent feedback, and regularly reviewing our objectives together. This practice keeps our goals top of mind and encourages accountability and progress.

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What would you do if a team member was underperforming?

If I notice a team member underperforming, I would first have a private conversation to identify potential issues they might be facing. From there, I would offer support, additional training, or resources to help them improve and align with our service standards.

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How do you prioritize tasks during peak check-in times?

During peak check-in times, I prioritize tasks by delegating responsibilities to my team based on their strengths. I ensure guest check-ins are streamlined and maintain open communication to adapt to any situation that arises, ensuring all guests feel attended to.

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What are the essential skills for a successful Front Office Manager?

Key skills for a successful Front Office Manager include strong leadership abilities, excellent communication, problem-solving skills, a customer-focused attitude, and adaptability. These skills help create a cohesive team and an outstanding guest experience.

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How do you keep yourself updated with the latest hospitality trends?

I stay updated with the latest hospitality trends by reading industry publications, attending workshops, participating in webinars, and networking with other professionals. This continuous learning helps me implement innovative ideas and practices at Capital Suites Hotel.

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What role does technology play in managing front office operations?

Technology plays a pivotal role in streamlining front office operations, from property management systems to communication tools. I ensure my team is well-trained on these technologies to enhance efficiency, improve guest interactions, and simplify administrative tasks.

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Why do you want to work as a Front Office Manager at Concert Hospitality?

I am drawn to Concert Hospitality because of its commitment to creating unique guest experiences and its collaborative culture. I believe my values align with the company's mission, and I am excited about the opportunity to contribute to and grow with a team that prioritizes excellence.

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EMPLOYMENT TYPE
Full-time, on-site
DATE POSTED
April 16, 2025

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