Front Desk Manager

The Merriweather Lakehouse is a progressive and modern hotel that sets the standard for hospitality excellence, innovative dining, and curated experiences. Our team is currently looking for a Front Office Manager to assist in leading our front desk teams to excellence! As the Front Office Manager, your role is integral to the leadership hierarchy within an industry-renowned purveyor of hospitality management services.

You will synergize the efforts of guest service representatives, drivers, bellmen, telephone operators, and night auditors to assure superior guest service. Leveraging your experience and expertise, you will channel your efforts towards maximizing profits, nurturing and retaining employees, and surpassing guest expectations. This critical position reports directly to the General Manager.

Key Responsibilities:

· Manage Front Office staff effectively: schedule, train, coach, counsel, and conduct performance reviews; resolve problems; provide thorough communications, discipline, and recommend terminations of employment as necessary.

· Champion the Front Desk process and initiatives; check guests in and out efficiently and courteously, pre-register, block reservations and take same-day reservations following hotel rate structures, discounts, and sell strategies; cancel reservations according to procedures.

· Respond to customer concerns, issues, inquiries, and input in a timely, professional, and courteous manner; resolve customer complaints, escalate issues as necessary or report to other departments for resolution.

· Implement Company/Brand programs to achieve service quality goals, while ensuring compliance with all specified policies and procedures; communicate with sales staff to define and implement sales strategies for improving occupancy levels and revenues.

· Prepare forecasts and reports as directed; implement and monitor results to budget projections; develop recommendations for minimizing expenses and maximizing revenue.

· Monitor and maintain the Front Office systems and equipment to ensure optimum performance; report issues as necessary.

· Prepare and submit travel agent commission reports, third party reports, brand frequent traveler program points and other reports requested by management.

· Order supplies as needed to provide quality customer service.

Qualifications, Experience, and

Education:

· Bachelor's or Associates degree in Hospitality, Business Administration, or a related field preferred

· 2+ years of experience as a Front Office Manager or Supervisor in an equivalent hotel

· Ability to work well in a team environment; ability to coach and lead a team effectively

· Working knowledge of related company and brand policies, procedures, and services; general knowledge of other departments in the hotel, including basic operations, housekeeping, and food & beverage

· Must be customer oriented, have exceptional problem-solving skills, strong time management, and organization

· Ability to quickly build a relationship with interpersonal skills; must have strong written/verbal communication skills

· Proficiency with Front Desk computer systems; experience working with Word, Excel, and MS Outlook; understanding of Light Speed is a plus

If this is you, we invite you to join our dynamic team as the Front Office Manager. Together, let's showcase the culinary artistry of our restaurants, captivate our guests, and set new standards in the modern guest experience.

Lakefront hotel centrally located between Baltimore's Inner Harbor and our nation's capital. The Merriweather Lakehouse, a Marriott Autograph Collection, is located on 12 wooded acres overlooking Lake Kittamaqundi and amidst the sounds of the storied Merriweather Post Pavilion; the 212 room custom designed hotel offers a peaceful, relaxing environment, comfortable, spa-inspired guest rooms with upgraded amenities and custom-crafted furnishings. Whether for breakfast, lunch, or dinner or evening cocktails, gather in our Restaurants and Lounge and admire lakefront views through floor-to-ceiling windows.

As the global leader in third-party hotel management, our…