The Front Office Manager oversees all daily reception and guest service operations, ensuring a seamless, high-quality guest experience from arrival to departure. This role requires a confident, hands-on leader who excels in guest service recovery, de-escalation, and handling complex situations with professionalism and urgency.
Requirements
- Hire, train, coach, and mentor Front Desk Agents to deliver exceptional service
- Create and manage schedules based on business demands and occupancy levels
- Monitor Labor productivity
- Foster accountability, teamwork, and a high-performance culture
- Act as a role model and visible leader, setting the tone for professionalism and service
- Participate in property MOD Program as needed
- Serve as the primary escalation point for guest concerns and complaints
- Expertly handle de-escalation and service recovery, ensuring guest satisfaction
- Greet VIPs, manage special requests, and deliver personalized guest experiences
- Monitor and respond to guest reviews and feedback platforms, driving continuous improvement
- Oversee all check-in/check-out procedures, room assignments, and front desk flow
- Ensure the front office operates efficiently, accurately, and in compliance with brand standards
- Maintain an organized, welcoming, and professional reception environment
- Drive upselling strategies and loyalty program enrollments
- Prepare and review reports (occupancy, guest satisfaction, financial performance)
- Manage cash handling, billing accuracy, and front desk accounting procedures
- Support the sales efforts of the hotel and in generating revenue opportunities
- Monitor key performance metrics and implement action plans to improve results
- Act as the liaison between Front Desk and departments such as Housekeeping, Maintenance, Sales and F&B
- Ensure smooth communication and quick resolution of operational issues
- Must be available to work nights, weekends, and holidays
- Must be able to work up to 45 hours per week
Benefits
- Competitive Compensation
- Health Coverage
- Ancillary Benefits to support your well-being
- 401(k) with company contribution
- Paid Time Off (PTO) (based on FT or PT status)
- Paid Sick Leave to take care of yourself when needed (based on FT or PT status)
- On-the-job training and mentorship
- Clear pathways for advancement within the company
- Associate Referral Program – get rewarded for bringing in top talent
- Hotel Discounts – enjoy the exclusive rates at our properties
- Daily Pay – Access to your pay when you want it!
