Front Office Manager

Wyndham Hotels & Resorts Inc. Nashville , TN 37201

Posted 3 weeks ago

La Quinta by Wyndham is now seeking a Front Office Manager to join our team at the La Quinta by Wyndham Nashville

  • South location in Nashville, Tennessee.

Job Summary

The Sr. (Lead) Guest Experience Maker is responsible for supervising the operation of the hotel's front desk and ensuring efficient and exceptional service is provided to a wide variety of individuals on a daily basis, including: guests, potential guests, vendor partners and La Quinta team members.

Education & Experience


  • High school diploma or equivalent required.

  • Must be able to fluently speak, read, write and understand English.

  • Must possess and maintain valid licenses and/or certifications which are job related and required by law.

  • At locations which operate a hotel courtesy van/shuttle, must possess and maintain a valid, current, non-restricted driver's license if required to drive. Must also possess and maintain an acceptable driving history


  • Previous hotel or customer service experience is required; prior supervisory experience preferred.

Physical Requirements

  • Ability and willingness to work a variable schedule including morning, afternoon, evening, overnight shifts, weekends and holidays.

  • Must be able to stand and walk for extended periods of time, often for a minimum of 2 hours at a time and possibly for the duration of the work shift.

  • Must be able to intermittently bend, reach, kneel, twist and grip items while working.

  • Must be able to maneuver through all areas of the front desk and office area.

  • Must be able to lift up to 20 pounds and carry up to 10 pounds.

  • Requires excellent hearing along with good near and distant vision.

  • Must be able to view and access computer screens and keyboard functions.

  • Must be able to type on a computer keyboard throughout the duration of the scheduled shift with the exception of scheduled breaks and/or lunch times.

  • Must be able to verbally respond over the telephone, in a clear-speaking voice.

  • Capable of working in a fast paced environment with stressful situations and adjusting to changing priorities.

  • Must respond to multiple task interruptions, yet still provide service to individuals in a professional and courteous manner.

  • May work alone or closely with others.

General Requirements

  • Assist the General Manager with preparing Guest Experience Representative work schedules and ensuring staff adheres to schedules. Adjust schedules as needed to meet business needs.

  • Perform assigned administrative duties such as daily reports, credit card reversals, bank deposits, accounts receivables, travel agent research, lost and found, rooming lists, office supply inventory, safety committee, etc.

  • Train Guest Experience staff in technical duties, guest service skills and telephone sales skills.

  • Advise and consult with General Manager in situations of poor employee performance and/or improper employee behavior that may require counseling and/or discipline.

  • When applicable for a specific property, book group functions and meeting room space.

  • May serve as Manager-on-Duty in the absence of the General Manager and Assistant General Manager

  • Provide a friendly, welcoming experience by greeting guests as they enter the hotel. Welcome loyal guests and military members using the best practices outlined for each program. Ensure Elite guests receive the designated gift upon arrival.

  • Provide all guests (including groups) with a friendly, accurate and efficient check-in / check-out process while following the company's policies and procedures. Prepare for check-ins before the guest arrives by using the arrivals grid, preparing express check-ins, and planning for group arrivals. Ensure the front desk/lobby areas remain clean, organized and ready to greet guests.

  • Verify and collect guest payments and identification, ensuring all procedures are followed to protect sensitive guest information including identity and credit card information. Process all financial transactions with strict adherence to defined procedures.

  • Operate the hotel key control system while strictly following all key safety & security procedures.

  • Place timely welcome calls to ensure each check-in guest has arrived to a freshly clean, inviting room with all amenities working. Set up wake-up calls as requested by guests to ensure they wake up refreshed and ready to take on the day.

Fundamental Requirements

  • Requires regular, sometimes constant, contact with customers, outside agencies and the general public. Must have excellent verbal and written communication and interpersonal skills with the ability to interact with many types of individuals and personalities.

  • Excellent listening skills with the ability to accurately sense and respond to unspoken wants and needs of individuals.

  • Proficiency to approach all encounters, regardless of the situation in an attentive, friendly, courteous and service-oriented manner.

  • Excellent telephone skills particularly related to customer service and sales.

  • Must be able to work with and secure sensitive and/or confidential material and information.

  • Must be able to properly and confidently operate basic office software, machines and devices including computers, company issued hand-held electronics, copier, printers, etc.

  • Must be self-motivated and able to work with little or no supervision, responding to and handling unfamiliar situations with little supervisory guidance.

  • Strong independent judgment and decision-making skills are required to identify, select, and apply the most appropriate of available guidelines and procedures, interpret precedents, and adopt standard methods or practices to meet variations in facts and/or conditions.

  • Must work well under pressure and remain calm during stressful situations.


Wyndham Hotels & Resorts is the largest hotel franchisor in the world and a leading hotel management company. We stand 20 brands strong across 9,000 hotels in more than 80 countries, and we offer the most diverse collection of hotel experiences in the world. Our iconic brands, united by the richest and simplest rewards program in the business, make hotel travel possible for all.

Our hotel owners are the stewards of our brands, and together, we champion everyday travelers. We believe guests deserve great experiences, and our robust portfolio-distinguished by our leading economy and midscale brands-delivers just that.

We are AmericInn by Wyndham, Baymont by Wyndham, Days Inn by Wyndham, Dazzler by Wyndham, Dolce Hotels and Resorts by Wyndham, Esplendor Boutique Hotels by Wyndham, Hawthorn Suites by Wyndham, Howard Johnson by Wyndham, La Quinta Inns & Suites, Microtel by Wyndham, Ramada Encore by Wyndham, Ramada Worldwide by Wyndham, Super 8 by Wyndham, The Trademark Collection by Wyndham, Travelodge by Wyndham, TRYP by Wyndham, Wingate by Wyndham, Wyndham Garden, Wyndham Grand and Wyndham Hotels and Resorts.

Headquartered in Parsippany, N.J. with offices around the globe in London, Shanghai, Buenos Aires, Dubai and more, Wyndham Hotels & Resorts employs approximately 15,000 team members worldwide.

Our Company is an Equal Employment Opportunity Employer.

Job Location: La Quinta by Wyndham Nashville

  • South, 4311 Sidco Drive, Nashville, Tennessee 37204

Employment Status: Full-time

What we expect from you

  • Bring your best every day

  • Put our guests first

  • Strive to exceed expectations in all you do

What you can expect from us

  • Best-in-class training and career development

  • Supportive and engaged team

  • Fast paced fun environment

About Wyndham

Wyndham Hotels & Resorts is the champion of the everyday traveler. Through the largest and widest collection of hotel experiences in the world, we work to make hotel travel possible for all. Wherever and however people travel, Wyndham will be there to welcome them.

Nearest Major Market: Nashville

Apply now "

Find similar jobs:

Front Desk and Guest Services

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Front Office Manager

Omni Hotels

Posted 4 months ago

VIEW JOBS 6/19/2021 12:00:00 AM 2021-09-17T00:00 Overview Nashville Hotel The Omni Nashville Hotel was specially created to be an authentic expression of Nashville's vibrant music culture. Across from the new Music City Center, the luxury hotel is a one-of-a-kind experience, fully integrated with an expansion of the Country Music Hall of Fame and Museum on four levels. Located on Fifth Avenue between Demonbreun and Korean Veterans Blvd. The Omni Nashville Hotel design is a modern expression of the city's distinct character, incorporating natural materials, exposed steel and regional limestone. The multi-story hotel and expanded museum shares meeting and entertainment space and brings additional restaurants and retail venues to this dynamic destination in downtown Nashville. The Omni Nashville Hotel's associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. We embody a culture of respect, gratitude and empowerment day in and day out. If you are a friendly, motivated person, with a passion to serve others, the Omni Nashville may be your perfect match. Job Description To ensure maximum Front Office operating efficiency by assisting the Director of Front Office with the oversight of operations relating to the Front Office, Guest Services, and Ideal Services. Managing and problem solving associate and guest issues while remaining professional at all times. Responsibilities * Ensure that Four Diamond standards and a consistent level of guest satisfaction are met. * To be thoroughly acquainted with front desk, guest services, and ideal services operations. * Ensure that all arriving and departing guests are treated with maximum courtesy and are served expeditiously by Front Office staff (proper posting of staff, grooming standards, MOS standards being followed). * To be thoroughly acquainted with all check-in and check-out procedures and policies, including familiarity with all hotel amenities and local attractions. * Ensure all needed reports and checklists are run and completed. * Continued training done with all associates - conducting four Moments of Service on each associate, per month. * To appropriately protect confidential guest information and guest room key access according to Front Office SOP's. * Possess a thorough familiarity with the Select Guest program. Provide required SG training to staff. * Be familiar with all hotel rate plans and rate codes, understanding rate strategy when making rate changes for guests. * Monitor all guest requests to ensure they are met within the prescribed time limits and handle all guest complaints maintaining a satisfactory impression with the guest. * Effectively engage in the service recovery process, handling all guest concerns efficiently and to the satisfaction of the guests. * Participate in issue prevention meetings and respond to alerts in Opera according to direction of management. * Communicate all hotel, guest, and group information to associates on a daily basis. * Become familiar with all hotel operating systems and programs. * Assist with weekly supply inventory and order front office supplies and uniforms. * Assist with rate discrepancy report. * Assist with balance reports and credit check reports daily. * Adhere to all Systems and Controls of the Front Office, and appropriate areas of responsibilities. * Assist with the creation of schedules and monitor staffing levels according to business cycles. * Recruit, interview, hire, and train Front Office line associates. * Effectively coach and counsel associates as needed and complete performance evaluations. * Responsible for scheduling and facilitating monthly OST meetings including agenda development and execution (one training hour per month and meeting minutes on file in HR monthly). * Responsible for ensuring all Omni Standards are applied with regard to new hire training paperwork and orientation, disciplinary procedures, uniform issuance. * Maintain a highly motivated and trained staff that continually strives for personalized, quality service and the creation of memorable guest experiences. * Represent the Omni Brand and Culture at all times; meeting the expectations outlined in the Omni leadership competencies. Reinforce and train associates on Power of One and Power of Engagement principles. * Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications. Qualifications * Minimum of 3 years directly related experience (Hotel-Front Desk) in a managerial role. * Exceptional knowledge and understanding of front office and guest services operations. * Candidate must have proven leadership skills and must be able to delegate, effectively train, develop, and motivate staff. * Ability to teach employees importance of, and how to interact with internal/external guests and courteously solve internal requests * Able to set priorities for the Front Office team and provide feedback to others that enhances performance. * Prior experience managing schedules, payroll, service recovery and associate relations matters required. * Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management, and co-workers, both in person and by telephone * Strong organizational skills with the ability to multi-task and provide guest follow up in a fast-paced environment. * Ability to work well under pressure, dealing with many arrivals and departures within a short period of time * Ability to handle stressful situations, while maintaining a calm and welcoming demeanor. * Developed computer proficiencies, OPERA experience a plus. * Must be able to work a variety of shifts, including weekends and holidays. * Move, bend, lift, carry, push, pull, and place objects weighing up to 40 pounds without assistance. * Stand or walk for an extended period or for an entire work shift. * Requires repetitive motion. May work both indoors and outdoors in motor lobby parking area. Omni Hotels & Resorts is an equal opportunity employer. The EEO is the Law poster and its supplement are available using the following links: EEOC is the Law Poster and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement If you are interested in applying for employment with Omni Hotels & Resorts and need special assistance to apply for a posted position, please send an email to Omni Hotels Nashville TN

Front Office Manager

Wyndham Hotels & Resorts Inc.