Front Office Manager

Front Office Manager

Position Summary

We are seeking an experienced and service-oriented Front Office Manager to lead our Front Office team and ensure an exceptional guest experience from arrival through departure. The Front Office Manager is responsible for overseeing all front desk operations, supervising team members, maintaining brand standards, resolving guest concerns, and ensuring the efficient operation of the department.

Essential Responsibilities

• Oversee the daily operations of the Front Office, including Front Desk, Guest Services, and Night Audit.
• Recruit, train, coach, schedule, and evaluate front office team members.
• Foster a positive and guest-focused work environment while maintaining high service standards.
• Ensure prompt, professional, and courteous service to all guests.
• Handle guest concerns and service recovery with professionalism and urgency.
• Monitor room inventory, arrivals, departures, and occupancy to maximize guest satisfaction and operational efficiency.
• Work closely with Housekeeping, Engineering, Sales, and Food & Beverage to ensure seamless hotel operations.
• Ensure compliance with brand standards, hotel policies, and all cash handling procedures.
• Monitor labor costs, productivity, and departmental expenses.
• Assist with forecasting staffing needs and preparing schedules.
• Maintain accurate records and reports, including payroll, guest service scores, and departmental metrics.
• Ensure all associates receive ongoing training in guest service, safety, and operational procedures.
• Participate in the manager-on-duty schedule as assigned.

Qualifications

• Minimum of 3 years of progressive Front Office experience in a hotel environment, with prior supervisory or management experience preferred.
• Strong knowledge of hotel front office operations, guest service standards, and hotel property management systems.
• Excellent leadership, communication, and problem-solving skills.
• Ability to effectively manage multiple priorities in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Proficiency with Microsoft Office; experience with hotel management systems is preferred.
• Must be available to work a flexible schedule, including evenings, weekends, and holidays as business demands require.

Physical Requirements

• Ability to stand and walk for extended periods.
• Occasionally lift or move items weighing up to 25 pounds.
• Ability to respond quickly to guest and operational needs throughout the property.
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What We Offer:

• Medical, dental, vision.
• Matching 401K.
• Marriott discount.
• Free parking.
• Free gym membership.

EEO/VET/DISABLED