Front Office Manager

Job Title: Front Office Manager
Location: Fairfield by Marriott Inn & Suites Hartford Airport Windsor Locks
Department: Front Office / Guest Services
Reports To: General Manager

Job Summary:
The Front Office Manager is responsible for overseeing all front desk operations and ensuring exceptional guest service experiences. This role manages daily front office activities, supervises staff, handles guest concerns, and coordinates with other departments to maintain smooth hotel operations.

Key Responsibilities:

• Supervise and manage front desk staff, including hiring, training, scheduling, and performance evaluations
• Ensure a high level of guest satisfaction by addressing inquiries, concerns, and complaints promptly and professionally
• Oversee check-in and check-out procedures to ensure efficiency and accuracy
• Manage room inventory, reservations, and occupancy levels in coordination with housekeeping and sales teams
• Monitor front office budgets, revenue, and financial transactions, including billing and cash handling
• Implement and maintain standard operating procedures and service standards
• Ensure compliance with hotel policies, safety regulations, and security procedures
• Prepare reports on occupancy, revenue, and guest feedback
• Foster a positive work environment and promote teamwork across departments

Qualifications:

• 3–5 years of experience in hotel front office operations, with at least 1–2 years in a supervisory role
• Strong leadership, communication, and interpersonal skills
• Proficiency in property management systems (PMS) and Microsoft Office
• Excellent problem-solving and decision-making abilities
• Ability to work flexible hours, including evenings, weekends, and holidays

Key Competencies:

• Customer service excellence
• Leadership and team development
• Attention to detail
• Multitasking and time management
• Conflict resolution

Working Conditions:

• Fast-paced hospitality environment
• Prolonged standing and interaction with guests
• Occasional high-pressure situations requiring quick decision-making