Guest Service Leader, Front Office & Operations

Concord Hospitality is seeking a Front Office Manager to lead our guest services team. This leadership role is responsible for ensuring superior guest satisfaction, upholding product quality standards, and managing front desk operations according to brand standards. The ideal candidate is a hands-on leader who creates a welcoming atmosphere for guests and inspires their team to deliver exceptional service.

As a Concord Leader you will be responsible to:

• Inspire greatness in your team.
• Encourage and support team members to reach their full potential.
• Create a work environment that is a Great Place to Work for all.
• Lead with integrity, transparency, respect, and professionalism.
• Care for your team and their families.

Key Responsibilities:

• Maintain guest service as the driving philosophy of the hotel, ensuring every guest leaves satisfied.
• Train, motivate, and empower front desk staff to deliver responsive and professional guest assistance.
• Oversee all front desk operations, including check-in/check-out, telephone procedures, hotel amenities, and system use.
• Act as Manager on Duty, supporting hotel-wide operations when required.
• Partner with the General Manager and Sales team to generate business opportunities, set rate codes, and manage rooming lists.
• Assist with Revenue Management functions and actively participate in revenue calls with corporate and brand teams.
• Produce accurate financial reports in a timely manner.
• Manage HR functions for front desk staff including recruiting, hiring, training, evaluations, and retention efforts.
• Ensure compliance with personnel policies, labor regulations, health and safety codes, and key control procedures.
• Conduct property inspections and oversee preventive maintenance and deep-cleaning schedules to maintain product standards.
• Mentor and develop management talent within the front office team.

Qualifications:

• Proven leadership experience in hotel front office or guest services management.
• Strong customer service philosophy and ability to foster a guest-first culture.
• Knowledge of revenue management, financial reporting, and hotel operations.
• Excellent communication, training, and problem-solving skills.
• Familiarity with HR best practices and compliance standards.

Benefits:

• Competitive wages.
• Medical, dental, and vision insurance.
• Life insurance and short/long-term disability options.
• 401(k) with company match.
• Tuition assistance.
• Discounted room rates at Concord-managed hotels.
• Training, development, and career advancement opportunities.

Why Join Concord?

At Concord Hospitality, we invest in our associates through training and development at all levels. Our “Associate First” culture supports growth, balance, and diversity. Built on five cornerstones—Quality, Integrity, Community, Profitability, and FUN!—our associates proudly cheer: “We Are Concord!”

We are an equal opportunity employer committed to diversity and inclusion and strive to be a Great Place to Work for All.

Pay Rate: $62k-70k Annually.