Dual Front Office Manager

AC Hotel Lansing
Lansing, MI

Description

Concord Hospitality is seeking a Dual Front Office Manager to lead the guest services teams at AC Hotel and Hyatt House. This dynamic leadership role is responsible for ensuring superior guest satisfaction, upholding product quality standards, and managing front desk and breakfast operations across both properties in alignment with brand expectations. The ideal candidate is a hands-on leader who fosters a welcoming atmosphere and inspires their teams to deliver exceptional service.

This position will directly oversee Front Desk Supervisors and the Dual Guest Services Manager, providing leadership, guidance, and support to ensure consistent service delivery and operational excellence across both hotels.

• Maintain guest service as the driving philosophy across both hotels, ensuring every guest leaves satisfied
• Train, motivate, and empower front desk staff at both properties to deliver responsive and professional guest assistance
• Oversee all front desk operations, including check-in/check-out, telephone procedures, hotel amenities, and system use for AC and Hyatt House
• Supervise breakfast operations at both properties, ensuring quality, timeliness, cleanliness, and guest satisfaction
• Provide leadership and direction to Front Desk Supervisors and the Dual Guest Services Manager, aligning team efforts with brand and company standards
• Act as Manager on Duty, supporting hotel-wide operations across both properties when required
• Partner with the General Manager and Sales team to generate business opportunities, set rate codes, and manage rooming lists
• 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 teams at both properties

Qualifications: