Front Office Manager

Choice Hotels International, Inc (NYSE: CHH) is one of the largest lodging franchisors in the world. A challenger in the upscale segment and a leader in midscale and extended stay, Choice® has more than 7,400 hotels, representing over 625,000 rooms, in 45 countries and territories. A diverse portfolio of 22 brands that run the gamut from full-service upper upscale properties to midscale, extended stay and economy enables Choice® to meet travelers' needs in more places and for more occasions while driving more value for franchise owners and shareholders. The award-winning Choice Privileges® loyalty program and co-brand credit card options provide members with a fast and easy way to earn reward nights and personalized perks. For more information, visit www.choicehotels.com. 

The ability to model Choice’s Cultural Values: Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity are key to our success in inspiring Loyalty, Growth, and the Hospitality Spirit.

Our managed hotels portfolio includes Radisson Blu, Radisson, Radisson Red, Park Plaza, and Country Inn & Suites by Radisson.

Job Title: Front Office Manager To be completed by Compensation
Department: Front Office Job Code:
Reports to (title): General Manager or Director of Operations Grade:
Date created/revised: 2021 FLSA Status:
Incentive Plan & Target:
$75,000.00 Annual salary

Position Summary


Key Responsibilities
• Participates in the development and implementation of business strategies for the hotel which are aligned with Choice Hotels overall mission, vision values and strategies
o Develops and implements strategies for front office, bell stand, parking, concierges, etc. that support achievement of the hotel’s goals
o Monitors status regularly and adjusts strategies as appropriate
• Manages the operation of the front office and related areas
o Creates the first impression by supervising the door, bell stand, parking, concierge and front office areas
o Develops and implements processes and procedures for assigned departments which support achievement of service and financial goals
o Participates in the preparation of the annual budget; monitors achievement of budget and takes corrective steps as appropriate
o Prepares and analyzes reports in order to develop an informative database for decision making and to communicate upcoming business throughout the hotel
o Analyzes business forecasts and maximizes productivity by adjusting schedules accordingly
o Ensures front desk handles billing and cash in accordance with hotel’s standards
o Plans and coordinates hotel housing activities by working closely with Sales, Catering, Housekeeping and other departments
o Ensures front office is in compliance with all hotel policy and procedures
• Develops and implements strategies and practices which support employee engagement
o Develops and recruits the human resources necessary to achieve hotel and Management Services’ goals
o Directs the development and implementation of strategies and practices which support employee engagement throughout the hotel
o Oversees all facets of human resources management including the recruitment and selection, training & development, compensation, recognition and performance management of the work force
o Takes active role in recruitment and selection of qualified candidates
o Communicates performance expectations and provides employees with on-going feedback
o Provides employees with coaching and counseling as needed to achieve performance objectives and reach their fullest potential
o Drives employee engagement through the creation and implementation of departmental action plans
• Creates 100% guest satisfaction by providing the Radisson experience through performance that demonstrates the standards of genuine hospitality and exceeding guest expectations. Provides employees with the training and resources they need to maximize employee engagement and deliver Yes I Can! service and teamwork
o Communicates and reinforces the vision for customer service to all managers, supervisors and employees
o Creates an environment that encourages employees to provide the service bra