Gateway Hotel & Conference Center
  • Customer Service
  • Ames, IA, USA
  • 19.00
  • Hourly
  • Full Time

Medical, Dental & Vision, Matching 401K, Vacation & Sick PTO,

The Gateway Hotel & Conference Center at Iowa State University is seeking a Front Office Manager.

The Gateway is the largest, full-service hotel and conference center in Ames, Iowa, with 187 guest rooms, a three-meal restaurant, and 16,000 sq. ft. of banquet and meeting space. 

The Manager is responsible to lead the Front Office Team to enthusiastically deliver first class hospitality that exceeds guest expectations.   Develop supervisors and staff to ensure an extremely satisfying guest experience of our reservations process, arrival experience, stay, and departure with accurate billing.

Monitor and measure feedback to and resolve complaints and concerns in a timely and professional manner. 


  • Manages day-to-day operations, ensuring the quality performance standards are being delivered that exceed guest expectations.
  • Monitors, measures, follows-ups, and shares guest feedback and concerns along with resolutions.
  • Develops and implements action plans to achieve employee and guest satisfaction goals as measured by our comment cards and Internet feedback results.
  • Ensures accuracy of reservations, credit procedures, and cash handling.
  • Troubleshoot and investigate discrepancies to improve systems and individual performance.
  • Works with sales department to coordinate group and VIP arrivals.
  • Ensures that regular on-going communication is happening with employees to create awareness of business objectives.
  • Contributes to revenue management team and deploys daily rate strategy in both reservation and hotel property management systems, to maximize RevPAR.
  • Professionally responds to complaints, resolve disputes, grievances, and conflicts. Escalates and shares with departmental teams.
  • Recruit, hire, train, and develop departmental team to ensure highest level of hospitality service.
  • Schedule supervisors and employees according to business demands and manages employee time and attendance.
  • Manage employee and team performance to ensure guests are extremely satisfied at every interaction and opportunity.
  • Works to improve operational efficiency and productivity.
  • Oversees inventories, supplies, and equipment to ensure all processes are working correctly.
  • Uses all available on the job training tools for employees; leads on-going training initiatives and conduct training.
  • Ensures payroll accuracy.
  • Maintains the highest safety and security standards for hotel guests and employees.
  • Contributes to Gateway's Safety Culture.
  • Follows up with accident investigations and works proactively to ensure a safe work environment.
  • Maintains legal compliance, along with company policies, procedures, and standards. 


  • The ideal candidate must have or is working towards a Bachelor's Degree or equivalent education/experience.
  • 2-3 years of work experience in a related position in the hospitality industry.
  • Previous supervisory experience preferred.
  • Must be able to work flexible shifts including holidays and weekends.
  • Experienced with hotel property and reservation management systems.
    • The hotel uses Agilysys, Visual One PMS and iHotelier reservations systems.
  • Additional computer systems experience with TimeClock Plus, Microsoft Office applications, Word, Excel, and Outlook preferred.
  • Must possess excellent verbal and written communication skills.
  • Must be able to work independently, without direct supervision as part of a cohesive team.
  • Ability to think clearly, analyze and resolve problems, while exercising good judgment.
  • Knowledgeable of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations.
Gateway Hotel & Conference Center
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