21c Museum Hotels
  • 19-Oct-2018 to 18-Dec-2018 (MST)
  • Front Office
  • Durham, NC, USA
  • Full Time

Benefits include health/vision/dental/life insurance, real-time access to earned wages, paid time off, 401(k), teammate referral bonuses and family meal.

Reports To: Front Office Manager/Rooms Manager

Supervises: Front Desk Supervisors, Front Desk Agents, Bell, and Valet

General Purpose: Respond in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services.  Responds to inquiries regarding hotel information and guest concerns.  Supervise the daily operations of the Guest Services personnel; promoting a safe environment and quality services to achieve maximum guest satisfaction and financial success. 

Specific Responsibilities:

  • Oversees all day to day operations of Front Desk and Bell/Valet staff, insuring that all established front office and hotel policies are followed.
  • Acts as a resource for supervisors, agents, bellpersons, and valet with all Front Office procedures.
  • Facilitates guest arrival and departure during peak times to ensure smooth transition into and out of the property.
  • Courteously answers inquiries and accepts reservations referred from agents, both in person and by telephone
  • Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone.
  • Works to maximizes revenue in each phone/desk transaction.
  • Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
  • Reviews all guest issues with staff, ensures appropriate departments are contacted for resolution, approves recovery, and ensures follow up with guest and log is completed. Reports issues to Rooms Manager/Managing Director, escalating immediately when appropriate.
  • Develops guest recovery program- identifying guest needs and appropriate response; reviews with Front Desk Supervisors and Agents
  • Oversees the completion of package amenities and arrangements, delegating tasks to Front Desk Supervisors and Agents
  • Responsible for the implementation of new procedures and/or policies and has a complete knowledge of the emergency procedures of the hotel.
  • Ensures front desk staff attends daily huddle and knows the basic of the day. If associates can not attend huddle you hold a front desk huddle at shift change.
  • Reviews any problems or concerns from the previous day from night audit and daily work. Address any issues with entire staff or individual front desk associates; which ever is appropriate.
  • Monitors room inventory, looks to achieve balance and encourages associates to sell out. Make sure staff is trained on how to do this.
  • Conduct one-on-ones with front desk associates at least quarterly.


  • Researches guest bills as requested.
  • Monitors all front desk associates banks to make sure they are accurate. Researches any and all discrepancies.


  • Must have understanding of all hotel front office procedures.
  • Requires working knowledge of guest services and hotel services, policies or operations. Working knowledge is generally learned on-the-job.
  • Know standard cash handling procedures and knowledge of computerized cash register systems.
  • Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
  • Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.
  • Excellent comprehension and literacy required to review correspondence, initiate reports, conduct training, etc.
  • Must pass a background check.

Education/Formal Training:

  • High School diploma or equivalent


  • Minimum two years previous experience as a front desk supervisor or minimum of four years front office experience in hotel work.
  • Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.

Travel Requirements

  • Minimal Travel
21c Museum Hotels
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