Front Office Manager

Front Office Manager The Front Office Manager is responsible for overseeing the daily operations of the Front Office to ensure exceptional guest experiences, efficient processes, and consistent adherence to company and brand standards. This role provides leadership, training, and direction to front desk staff, fosters a positive team environment, and maintains the highest level of guest satisfaction. Job Duties include the following: Guest Services & Operations: Ensures guest services team complete their daily checklist. Resolve guest issues, complaints, and requests with a sense of urgency and empathy, this includes following up with guest complaints and/or request. Ensure that all front desk procedures (room assignments, payment processing, key distribution) are performed accurately. Maintain knowledge of all hotel features, services, hours of operation, room types Ensure all reservations that need to be made manually are in the system. Assists in executing goals such as Hilton Honors enrollments and raising survey scores. Manages all Guest Assistance claims with urgency, delegate to supervisors to assist. Work with operations teams and sales teams on VIP arrivals, groups, and room blocks with special requests. Leadership & Support: Train, cross-train and retrain all Guest Services Staff according to the hotels brand standards. This includes policies/procedures, PEP and customer service standards. Counsel and coach all subordinate employees when necessary. Serve as support in the absence of the Director of Rooms. Monitor the front desk area for cleanliness, organization adherence to brand standards. Assists Administrative & Communication: Prepare shift reports including trace reports: review special service request, VIPs, other. Communicate effectively with other departments (e.g., housekeeping, engineering, F&B) to ensure guest needs are met utilizing tools like Quore, Outlook, Hotel Radios to communicate. Assist in inventory control and ordering of The Shop and office supplies. Conduct monthly department meetings and daily stand up to review operational needs, goals and new upcoming events at the hotel with front desk staff. Partner with Sales, F&B, Engineering, Housekeeping on BEOs and Resumes weekly. Ensure that the front office team is aware and knowledgeable on all BEO and Resumes. Minimum Requirements: A minimum of (3) years of front office management and experience preferably within a Hilton, Marriott, Hyatt or other hotel brand. Must have a flexible schedule and be available to work morning, evenings, overnight, weekends and holidays. Must have exceptional customer service skills. Position Disclaimer: This job description reflects the general nature and level of work performed in this role and is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Management reserves the right to modify, add, or assign duties as necessary to meet business needs. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to sit; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus. HRI is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job‐related requirements. HRI Hospitality