Front Office Manager

Front Office Manager

At Lodgco, we believe that hospitality success is driven by unwavering dedication, a vibrant workplace culture, and impactful narratives. We believe in investing in our team's development to deliver a superior customer experience and achieve success together. For three decades, Lodgco Hospitality has set the standard for hospitality success. We are committed to revenue growth and maximizing the value of the assets we manage while fostering a supportive environment for our employees. Join us in elevating hotel operations and maximizing profitability.

Lead the Welcome Experience at One of Grand Rapids' Most Vibrant Hotels!

Canopy by Hilton Grand Rapids Downtown is looking for a dynamic, guest-focused Front Office Manager to lead our Front Desk and Valet teams. If you're energized by creating memorable guest experiences, building strong teams, and keeping operations running smoothly, this is the position for you. At Canopy, we're all about delivering a locally inspired, elevated stay - and you'll be at the heart of it.

Please Note: Evening and weekend availability is required for this role.

Job Summary: The Front Office Manager is pivotal in overseeing daily operations of both the hotel valet and front desk, while guiding the front office team to success. Their primary responsibilities include ensuring guest satisfaction at its highest level, managing vehicle operations with efficiency, and effectively leading and motivating team members. Additionally, they are responsible for maintaining the training and development of the departments and upholding strict adherence to brand standards.

Essential Job Functions:

• Oversee all operations and personnel within the hotel's Valet and Front office department, ensuring the safe and efficient handling, parking, and retrieval of guest vehicles.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Oversee and direct valet/Front Office staff activities, including interviewing candidates, training, coaching employees, fostering teamwork and morale, as well as assigning and delegating tasks.
• Create and manage employee schedules to ensure adequate staffing at all times.
• Understands employee positions well enough to perform duties in employees' absence.
• Provides services that are above and beyond for guest satisfaction and retention.
• Assists in the review of comment cards and guest satisfaction results
• Conduct departmental meetings to keep the team informed about all operational processes and procedures.
• Develop and enforce safety protocols to protect guests, staff, and vehicles.
• Ensure clean and orderly arrival experience.
• Manage the financial performance of the valet and front office department, focusing on revenue growth, expense control, and customer satisfaction.
• Ensure compliance with OSHA standards to maintain a safe working environment.
• Be knowledgeable about hotel emergency procedures and respond appropriately.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Competencies:

• Strong leadership and teamwork abilities
• Excellent communication, both verbal and written
• Guest-focused with strong time management and problem-solving skills
• Self-motivated, well organized, and goal-oriented
• Capable of adapting to a flexible schedule that aligns with business requirements and the hotel's occupancy levels

Required/Preferred Education and Experience:

• At least two years of experience in a related hospitality management role
• Knowledge of Michigan driving laws and vehicle usage (manual and automatic transmissions)
• Previous experience working in fast-paced environments with high customer expectations
• Degree in hospitality or related field of study, preferred

Additional Eligibility Qualifications:

Valid driver's license and safe driving record satisfactory criminal background screening required

Benefits We Offer:

• Career development & training
• Day-1 benefits (medical, dental, vision)
• Paid time off
• Team member discounts
• 401(k) with company match
• Incentive potential
• And more!

Supervisory Responsibility:

This position oversees the hotel valet and front desk teams.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to verbally communicate, listen, stand for long periods of time, ability to walk, kneel, stoop, bend, and lift up to 50 pounds.

Expected Hours of Work:

This position requires variable hours based on the needs of the hotel.

Eeo Statement:

In accordance with all applicable local, state, and federal laws, Lodgco is committed to a policy of nondiscrimination and equal employment. This policy requires that all decisions involving hiring, promotion, transfer, compensation, benefits, training, discipline, and all other personnel practices and terms or conditions of employment will be made without regard to race, color, religion, sex, age, national origin, disability, genetic information, height, weight, marital status, veteran status, sexual orientation or any other protected characteristic under state, federal, or local law. Lodgco also prohibits retaliation against any employee because the employee has engaged in an activity that is protected under state, federal, or local law.

Notice of E-Verify Participation:

Lodgco Hospitality participates in E-Verify to confirm the identity and employment authorization of individuals hired to work in the United States. Before submitting this application, please review the following documents:

• E-Verify Notice of Participation
• Right to Work

By continuing with this application, you acknowledge that you have been informed of our participation in E?Verify and have had the opportunity to review these notices.