Front Office Manager

Job Overview

Join the Homewood Suites Downtown Historic Charleston hospitality team as a Front Office Manager, where you will oversee all aspects of front office operations and help deliver an exceptional guest experience from arrival to departure. This key leadership role is responsible for managing guest registration, reservations, telephone services, concierge support, bell services, business center needs, and overall front desk performance.

As the first point of contact for many guests, the Front Office Manager plays an essential role in bringing the hotel’s service culture to life. This position requires a strong understanding of hotel operations, guest satisfaction, local area knowledge, rate strategy, and team leadership. You will lead, train, and support front office team members while ensuring prompt service, professional attention, personal recognition, and a welcoming experience for every guest.

Duties

Supervise daily front office operations, including guest registration, reservations, bell services, telephone services, concierge support, business center services, and billing procedures

Ensure guests are greeted warmly upon arrival and receive prompt, professional, and personalized service throughout their stay

Respond appropriately to guest complaints, solicit feedback, build guest relationships, and drive continuous improvement in guest satisfaction

Conduct routine inspections of the front office and public areas, taking immediate action to correct any deficiencies

Review billing instructions and guest credit to ensure compliance with hotel credit policies and secure transaction procedures

Help oversee night audit functions, including the preparation and review of daily night audit packages

Develop and support strategies to increase occupancy and ADR through walk-ins, upselling, rate awareness, and inventory management

Manage day-to-day staffing needs, assign work, establish performance goals, and support team member development

Provide coaching, mentoring, and regular feedback to improve team performance, resolve conflict, and maintain service standards

Train front office team members on hotel systems, cash handling, security procedures, safety standards, service expectations, and quality guidelines

Ensure compliance with federal, state, and local laws, as well as hotel safety regulations and emergency procedures

Serve as a central communication point during emergency or crisis situations and maintain relationships with local fire, police, and emergency personnel

Participate in the preparation of the annual departmental budget and financial plans while monitoring labor costs, expenses, and operational performance

Perform other duties as assigned and serve as Manager on Duty when needed

Experience

Previous experience in hotel front office operations, hospitality management, or a related guest services leadership role

Strong understanding of front desk operations, reservations, guest registration, billing procedures, concierge services, and night audit functions

Proven ability to deliver exceptional guest service and resolve guest concerns professionally and efficiently

Knowledge of hotel systems, cash handling procedures, security standards, and front office best practices

Experience leading, training, coaching, and developing front office or guest services team members

Ability to monitor occupancy, ADR, upselling opportunities, labor costs, and departmental expenses

Strong communication, organization, and problem-solving skills in a fast-paced hospitality environment

Familiarity with local area attractions, services, and guest needs to support a memorable guest experience

Commitment to building a culture of service and supporting team members in delivering uncompromised hospitality

Job Type

Full-time

Work Location

In person

Benefits:

401(k)

Dental insurance

Employee discount

Free parking

Health insurance

Paid time off

Vision insurance

Work Location: In person

About Tara Investments

Tara Investments owns, develops, and manages its hotels with a long-term commitment to its Guests, Team Members, and communities. Since 2003, Tara has grown from a single hotel while remaining focused on one mission: Deliver Uncompromised Hospitality.

We believe great hospitality starts with great people. Every Team Member plays an important role in our success, and as Tara continues to grow, we are committed to developing talented individuals who want to grow with us.