Job Description

ASH Hotels designs, develops, owns and operates a very special collection of properties. In our world, a hotel is much more than a destination to meet, dine, or sleep. Rather, it is a dynamic site of imagery and emotions, interactions and sensations manifesting within the walls of a beautifully restored local legend - a living movie set. An ASH hotel is a connection to the past and a beacon for the future, layered in nuanced storytelling that invites exploration time and again.

Hotel Ulysses is a place where wanderers from anywhere can come for one-of-a-kind experiences – whether they are popping out of their Baltimore studio for a drink or need a place to stay during their east coast tour. To venture into Baltimore’s rich history and vibrant community by way of the landmark Latrobe building feels only natural — an icon with a checkered past that has been restored to carry on its legacy. Nestled into the neighborhood of Mt. Vernon, the sprawling site houses 116 guest rooms alongside Blooms, an eccentric cocktail lounge, and Ash-Bar, a salon style café. Far from a support for tourists, Ulysses stands firm as a contributor and tableau vivant of Baltimore’s artistic tradition–and its contemporary evolution. 

Ideal Candidate

The Front Office Manager is responsible for overseeing all front desk operations to ensure an exceptional guest experience. This role manages the Front Office team, including guest service agents, bellmen, and night auditors, ensuring smooth and efficient operations. The Front Office Manager will maintain a welcoming atmosphere, resolve guest issues promptly, and uphold the hotel’s standards for customer service and operational excellence.

What you'll do

Front Desk Operations:

• Lead the front desk team to ensure smooth and efficient check-in, check-out, and guest services.
• Monitor room reservations, availability, and the handling of walk-in guests.
• Ensure that all guest inquiries, requests, and complaints are handled professionally and in a timely manner.

Guest Satisfaction:

• Develop and maintain strong guest relations by ensuring that all guests are welcomed and attended to with a high level of hospitality.
• Address and resolve guest complaints or concerns to maintain a high level of satisfaction.
• Review guest feedback and implement improvements to enhance service quality.

Team Leadership & Training:

• Recruit, train, lead, and develop front desk staff, ensuring they are knowledgeable and capable of delivering outstanding guest satisfaction and operational excellence.
• Schedule and allocate tasks to staff to ensure optimal coverage to serve guests.
• Monitor staff performance, conduct regular evaluations, and provide coaching and feedback.
• Conduct regular staff meetings to communicate updates, performance reviews, and provide regular coaching and feedback.
• Handle and resolve employee complaints
• Conduct regular one-on-one meetings, team huddles, and performance check-ins to maintain a positive and communicative work environment.
• Address employee concerns with discretion and care, working closely with HR as needed to ensure fair and consistent practices.
• Partner with HR on coaching and counseling of team members.

Financial, Revenue & Administrative Management:

• Oversee front desk cash handling, billing, and payment processing, ensuring accurate and secure transactions.
• Assist in managing the department’s budget, including labor costs and supplies.
• Monitor daily room inventory, upselling opportunities, and special rate offers to maximize revenue.
• Partner with the General Manager and Sales team to support dynamic pricing strategies based on occupancy, demand, and market conditions.
• Identify opportunities to drive ancillary revenue through packages, upgrades, and service enhancements.
• Generate reports on occupancy, revenue, guest feedback, and front desk performance metrics.

Communication & Coordination:

• Maintain clear communication between the front desk and other departments (housekeeping, maintenance, etc.) to ensure guest needs are met.
• Coordinate with housekeeping to ensure rooms are ready for guest check-in.
• Liaise with the sales and reservations team to manage group bookings and special requests.

Standards & Policies:

• Ensure adherence to hotel policies and procedures, including health and safety standards.
• Maintain a clean, organized, and professional front desk area.
• Implement and enforce standard operating procedures (SOPs) to ensure consistency in service.

Technology & Systems Management:

• Oversee the use of property management systems (PMS) for reservations, guest profiles, and billing.
• Train staff on front desk technology and ensure all systems are used efficiently and correctly.

Qualifications

• Has at least 3-5 years of hotel experience as a leader in the front office, You must be passionate about our industry and guest service!
• Bachelor’s degree in Hospitality Management, Business Administration, or related field preferred.
• Is trustworthy, respectful, and patient, the qualities that make for an effective listener who is able to resolve conflicts between managers and employees in a fair and direct manner.
• Can work hours that will be flexible weekdays, weekends, nights and holidays.
• Has exceptional communication skills - there is no such thing as over communicating
• Extraordinary attention to detail and organizational skills
• Knowledge of workplace safety procedures

Benefits & Perks

• Health insurance, dental insurance, vision insurance, 
• Annually: 10 vacation days, 5 paid sick days, 11 paid holidays
• 401k with 4% company match
• Food & beverage discount and discounted hotel rooms 
• Opportunity for growth within Hotel Ulysses and parent company ASH NYC.

Ash provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, or any other legally protected status. In addition to federal law requirements, Ash complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Ash expressly prohibits any form of workplace harassment based on race, color, religion, sex, national origin, age, disability, genetic information, or any other legally protected status. Improper interference with the ability of Ash employees to perform their job duties may result in discipline up to and including discharge.

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