Front Office Manager - Courtyard Anchorage Airport

Job Description

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Front Office Manager

Position Purpose

The Front Office Manager is responsible for leading the hotel's Front Office operations and ensuring guests receive a welcoming, efficient, and memorable experience from arrival through departure. This position oversees the Front Desk team, guest service, room and reservation processes, scheduling, training, departmental procedures, and daily Front Office operations.

This is a hands-on leadership position that works closely with the General Manager and other hotel departments to ensure operational efficiency, strong guest satisfaction, and consistent service standards.

The ideal candidate is an energetic and dependable hospitality leader who enjoys developing people, solving problems, and creating exceptional guest experiences.

What We Offer

We believe great work should come with great benefits. Eligible team members may enjoy:

• Medical, dental, and vision insurance
• Paid Time Off (PTO)
• 401(k) retirement plan with company match
• Company-paid life insurance
• Hotel room discounts
• Career growth and advancement opportunities
• Leadership and professional development programs
• Employee discount programs for travel, entertainment, wellness, pet insurance, and more
• A hospitality-focused work environment with opportunities to grow across our portfolio of hotels

Essential Functions

• Oversee the daily operations of the Front Office and Front Desk.
• Ensure check-in, check-out, reservations, guest requests, and Front Desk transactions are handled accurately, efficiently, and according to established standards.
• Maintain a visible presence in the Front Office and actively support the team during high-volume periods.
• Monitor daily arrivals, departures, occupancy, room availability, special requests, and other information necessary for successful Front Office operations.
• Ensure Front Desk associates are knowledgeable about hotel accommodations, amenities, services, promotions, and local area information.
• Ensure applicable brand loyalty and guest recognition programs are properly administered.
• Monitor guest feedback and Front Office service scores and identify opportunities for improvement.
• Respond to guest concerns and service issues promptly, professionally, and with appropriate follow-up.
• Empower and coach Front Desk associates to resolve guest concerns within established guidelines.
• Research and resolve billing, reservation, payment, and room-related discrepancies.
• Ensure proper cash handling, payment processing, credit card, deposit, and Front Desk accounting procedures are followed.
• Maintain appropriate controls for room keys, guest information, cash, Front Desk supplies, and other sensitive materials.
• Ensure Front Office records, logs, reports, and required documentation are accurate and completed on time.
• Monitor Front Desk supplies and inventory and order items as needed in accordance with company purchasing procedures.
• Assist with room inventory, reservations, and rate availability as appropriate.
• Monitor Front Office labor, productivity, and staffing levels based on occupancy and business needs.
• Prepare departmental schedules in accordance with business forecasts, staffing needs, productivity expectations, and budget guidelines.
• Review employee time records for accuracy and ensure payroll information is submitted according to established procedures.
• Support departmental budgeting, forecasting, purchasing, and expense management.
• Ensure compliance with company policies, procedures, and applicable hotel and brand standards.
• Follow and enforce established guest privacy, safety, security, emergency, and financial procedures.

Leadership Responsibilities

• Lead, train, coach, and develop Front Office team members.
• Participate in recruiting, interviewing, selecting, onboarding, and training Front Office associates.
• Provide clear expectations, daily priorities, and ongoing communication to the Front Office team.
• Prepare schedules and adjust staffing based on occupancy, business levels, and operational needs.
• Monitor employee performance and provide timely coaching, recognition, feedback, and corrective action as appropriate.
• Participate in performance evaluations in accordance with company procedures.
• Conduct department meetings, shift briefings, and training as appropriate.
• Ensure Front Office associates are properly trained on hotel systems, guest service standards, emergency procedures, payment processing, and applicable brand programs.
• Promote teamwork, accountability, professionalism, and a positive work environment.
• Encourage associates to anticipate guest needs and take ownership of the guest experience.
• Support and develop Front Office associates interested in future leadership opportunities.
• Lead by example and maintain a professional, service-focused presence throughout the hotel.

Hotel Operations & Communication

• Work closely with Housekeeping to monitor room status and ensure clean rooms are available for arriving guests.
• Communicate maintenance concerns and out-of-order room issues to Engineering and follow up as appropriate.
• Coordinate with Sales, Food & Beverage, and other departments regarding groups, special events, VIP guests, and operational needs.
• Communicate important guest and operational information to appropriate hotel departments.
• Participate in hotel meetings, property walks, and operational planning as required.
• Assist hotel leadership with occupancy challenges, oversold situations, emergency situations, and other operational needs.
• Maintain effective communication with hotel leadership regarding guest concerns, staffing needs, operational challenges, and departmental performance.

Supportive Functions

In addition to performing the essential functions, this position may be required to perform other duties based on the operational needs of the hotel.

• Perform Front Desk Agent responsibilities and provide shift coverage when operationally necessary.
• Assist with reservations and guest service functions as needed.
• Participate in Manager on Duty responsibilities when assigned.
• Assist with special projects, hotel events, groups, and VIP arrivals.
• Support other hotel departments during periods of high business volume or staffing needs.
• Attend required meetings and training.
• Perform other duties and responsibilities as assigned.

Qualifications

• Previous hotel Front Office or Front Desk experience required.
• Previous supervisory or hospitality leadership experience strongly preferred.
• One to two years of Front Office leadership experience preferred.
• Experience with branded, select-service, extended-stay, or full-service hotel operations is a plus.
• Strong leadership, coaching, and team-building skills.
• Excellent guest service and service recovery skills.
• Strong communication and interpersonal skills.
• Strong organizational and time-management skills.
• Ability to manage multiple priorities in a fast-paced hotel environment.
• Strong problem-solving skills and ability to make sound decisions.
• Ability to understand and manage departmental labor, productivity, inventory, and expenses.
• Experience with hotel property management systems and reservation systems preferred.
• Ability to learn and effectively use hotel, scheduling, payroll, purchasing, and other business systems.
• Ability to maintain confidential guest, employee, and business information.
• Ability to work independently while collaborating effectively with hotel leadership and other departments.
• Ability to work a flexible schedule based on business needs, including mornings, evenings, weekends, and holidays as applicable.

Physical Requirements

The physical requirements described below are representative of those necessary to successfully perform the essential functions of this position, with or without reasonable accommodation.

• Ability to stand and walk for extended periods of time.
• Ability to frequently use a computer, keyboard, telephone, and other office equipment.
• Ability to move throughout the Front Desk, lobby, guestrooms, and other hotel areas as needed.
• Ability to frequently reach, bend, stoop, and perform repetitive motions.
• Ability to lift, carry, push, or pull Front Office supplies, guest packages, and other materials as required for the position.

Hospitality Expectations

Our hotels operate seven (7) days a week, twenty-four (24) hours a day. All associates are expected to support a professional, welcoming, and service-focused environment at all times. Scheduling and responsibilities may vary based on business and operational needs.

As a hotel department leader, the Front Office Manager may be required to adjust their schedule based on occupancy, staffing, guest needs, or unexpected operational situations.

Upon employment, all associates are required to comply with JL Hospitality Management policies, procedures, safety standards, and requirements for the safe and efficient operation of our hotels and facilities. xhyhwjd

Equal Employment Opportunity

JL Hospitality Management, LLC is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, pregnancy, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity, marital status, or any other characteristic protected by applicable federal, state, or local law.