Job Description
The Durham Hotel is seeking a passionate and experienced Front Office Manager to lead our front desk operations in the heart of downtown Omaha. We pride ourselves on delivering world-class hospitality and creating memorable experiences for every guest who walks through our doors. If you are a natural leader with a flair for customer service and a deep understanding of hotel operations, we want to hear from you.
As the Front Office Manager, you will oversee the daily operations of the front desk, ensuring efficiency, accuracy, and the highest standard of guest satisfaction. You will mentor a diverse team of front desk agents, manage reservations, and serve as the primary point of contact for guest concerns. Join us in shaping the future of hospitality in the Midwest.
Why Join Us?
- Competitive salary and comprehensive benefits package.
- Employee dining discounts and access to hotel amenities.
- Opportunities for professional growth and career advancement.
- A vibrant and inclusive work environment in the historic Old Market district.
Responsibilities
- Oversee the daily front desk operations, ensuring a seamless check-in and check-out process for all guests.
- Train, supervise, and motivate front desk staff, conducting regular performance reviews and scheduling.
- Handle high-level guest complaints and escalations with diplomacy and professionalism to ensure 100% guest satisfaction.
- Manage room inventory, reservations, and the Property Management System (PMS) to maximize revenue and occupancy.
- Collaborate with housekeeping and maintenance departments to ensure room readiness and quality standards.
- Monitor and maintain accurate financial records, including cash handling and night audit procedures.
- Develop and implement standard operating procedures (SOPs) to enhance service efficiency and guest experience.
Qualifications
- Minimum of 3-5 years of experience in hotel front desk management or a similar supervisory role.
- Proven track record of leading and developing high-performing teams.
- Strong knowledge of hotel PMS (e.g., Opera, MSD, or similar).
- Excellent communication and interpersonal skills, with the ability to speak and write clearly in English.
- Ability to work flexible shifts, including weekends, nights, and holidays.
- High school diploma or equivalent; a degree in Hospitality Management is preferred.
- Certified Hotel Administrator (CHA) or similar certification is a plus.