Front Office Manager

Essential Job Duties and Responsibilities

• Leadership & Team Management:

• Supervise and motivate the Front Desk team, providing guidance, training, and support to ensure high levels of guest satisfaction.

• Manage daily operations of the front desk, including staffing, scheduling, and delegating tasks to ensure efficient workflows.

• Monitor team performance and provide regular feedback, including conducting performance reviews and setting goals.

• Handle recruitment, training, and development of front office staff, ensuring adherence to company policies and service standards.

• Guest Service & Problem Resolution:

• Ensure that all guests receive a warm, welcoming check-in and check-out experience, addressing any concerns or requests promptly and professionally.

• Resolve complex guest issues or complaints, ensuring high levels of guest satisfaction and following up to ensure resolution.

• Provide guidance on handling guest requests, special accommodations, and unique situations to front desk agents.

• Ensure that all guests depart with a positive impression of their stay, including addressing any final billing or service-related issues.

• Team Supervision & Staff Development:

• Supervise and lead a team of Front Desk Agents, ensuring they meet or exceed service expectations.

• Schedule shifts, monitor attendance, and ensure adequate staffing levels to meet operational needs.

• Train and mentor new Front Desk Agents, providing guidance and support to develop their skills and ensure adherence to hotel policies and procedures.

• Lead by example, demonstrating excellent customer service, attention to detail, and professionalism.

• Maintain team motivation and morale by fostering a positive work environment.

• Daily Operations Management:

• Oversee the smooth operation of the Front Desk, ensuring that all guest inquiries, reservations, and requests are handled efficiently and accurately.

• Monitor and manage room availability and ensure that all guest needs are met according to the hotel's standards.

• Conduct regular quality checks to ensure that all Front Desk procedures are being followed properly.

• Administrative & Reporting Tasks:

• Ensure that guest information is accurately entered into the reservation system and billing is correct.

• Handle financial transactions such as cash handling, credit card verification, and posting charges accurately.

• Prepare reports on daily operations, occupancy, revenue, and guest satisfaction metrics, providing feedback to management for continuous improvement.

• Security & Safety:

• Ensure the safety and security of guests, team members, and hotel property at all times.

• Adhere to all hotel policies and procedures related to emergency protocols, health, and safety guidelines.

• Inventory & Supply Management:

• Ensure that Front Desk supplies, such as registration forms, key cards, brochures, and office equipment, are adequately stocked and organized.

• Perform inventory checks as needed and coordinate ordering of supplies.

Education and/or Experience

• High School Diploma or equivalent required.
• A degree in Hospitality Management or a related field is a plus.
• Previous experience in a front desk or supervisory role in a hotel environment is required.
• Experience with hotel reservation systems (e.g., InforHMS, Alice, or similar).

Skills/Specialized Knowledge

• Strong communication skills, both written and verbal.
• Exceptional interpersonal skills with the ability to remain calm and professional under pressure.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Strong attention to detail and organizational skills.

Physical Demands

• Ability to sit or stand for extended periods of time.
• Ability to occasionally lift or move up to 20 pounds.
• Frequent use of hands, fingers, and wrists for typing, handling check-in materials, and operating the phone or computer systems.

Why Join Proper Hospitality

At Proper, we build experiences that move people - and that begins with the team behind them. As a best-in-class employer, we're committed to creating one of the Best Places to Work in hospitality by nurturing a culture where creativity, excellence, and humanity thrive together.

Everything we do is grounded in the belief that hospitality is more than a profession - it's an opportunity to care for others and make lives better. Guided by the Pillars of Proper, we show up with warmth and authenticity (Care Proper), strive for excellence in everything we do (Achieve Proper), think creatively and resourcefully (Imagine Proper), and take pride in the style and culture that make us who we are (Present Proper).

We believe our people are our greatest strength, and we invest deeply in their wellbeing, growth, and sense of belonging. From comprehensive benefits to meaningful development programs, Proper is designed to help you build a career, and a life, that feels as inspiring as the experiences we create for our guests.

Our Commitment: Building the Best Place to Work

Our Best Place to Work initiative is a living commitment - a continuous investment in our people, our culture, and our purpose. We listen, learn, and evolve together to create an environment where everyone feels empowered to imagine boldly, achieve confidently, care deeply, and present themselves authentically.

At Proper, joining the team means more than finding a job - it means joining a community that believes in building beautiful experiences together, for our guests and for one another.

Proper Hospitality is an equal-opportunity employer. We provide employment opportunities to all individuals regardless of race, color, religion, sex, national origin, age, disability, gender identity or expression, genetics, or any other federally or state-protected category.

We also consider qualified applicants with criminal histories in accordance with local Fair Chance Hiring Ordinances.