Front Office Manager

Front Office Manager

Are you a hospitality leader who thrives in a fast-paced environment and enjoys creating memorable guest experiences? Courtyard by Marriott is looking for an energetic, motivated, and service-focused Front Office Manager to lead our Front Office team and play a key role in the success of our hotel.

This is an exciting opportunity for a hands-on leader who is passionate about hospitality, enjoys developing people, and understands that exceptional service starts with a strong team. As Front Office Manager, you will have the opportunity to make a direct impact on our guests, our employees, and our daily operations while helping create a welcoming environment where both guests and team members feel valued.

We are looking for someone who leads by example, communicates effectively, embraces challenges, and takes pride in delivering the level of service guests expect from the Courtyard by Marriott brand.

Essential Responsibilities

• Oversee the daily operations of the Front Office, including guest check-in, check-out, reservations, room assignments, guest requests, and cashiering procedures.
• Provide leadership, direction, and support to Front Desk staff to ensure efficient and consistent operations.
• Ensure all Front Office employees follow Marriott brand standards, hotel policies, and established operating procedures.
• Monitor guest satisfaction and respond promptly and professionally to guest concerns, complaints, and service recovery opportunities.
• Maintain a visible presence at the Front Desk and actively support the team during high-volume periods.
• Train, coach, and develop Front Office employees to improve performance, service delivery, and operational knowledge.
• Assist with interviewing, hiring, onboarding, scheduling, performance management, and disciplinary processes as needed.
• Prepare and maintain Front Office schedules based on occupancy, business levels, and operational needs.
• Monitor daily occupancy, arrivals, departures, VIPs, groups, special requests, and room availability.
• Ensure accurate handling of cash, credit card transactions, deposits, and other financial responsibilities.
• Review Front Office reports and ensure accuracy of room status, billing, payments, and guest accounts.
• Coordinate closely with Housekeeping to ensure rooms are ready for arriving guests and room status is accurately communicated.
• Work closely with Sales, Housekeeping, Engineering, and other departments to ensure smooth hotel operations.
• Assist with managing overbooking situations, room moves, guest recovery, and other operational challenges.
• Ensure proper completion of shift reports, logs, and required documentation.
• Monitor Front Desk productivity and identify opportunities to improve efficiency and reduce operational issues.
• Conduct regular coaching and provide feedback to employees regarding performance, attendance, guest service, and adherence to hotel standards.
• Ensure proper communication between shifts and departments.
• Assist with emergency procedures and ensure Front Office employees understand hotel safety and security procedures.
• Maintain a professional, clean, and organized Front Desk environment.
• Serve as Manager on Duty when assigned.
• Perform other duties as assigned by management.

Leadership Expectations

• Lead by example and maintain a professional and positive attitude.
• Create a welcoming and supportive environment for employees and guests.
• Hold employees accountable while providing appropriate coaching and development.
• Communicate effectively with all departments and management.
• Demonstrate empathy and professionalism when handling guest and employee concerns.
• Be proactive in identifying operational issues and implementing solutions.
• Maintain a strong focus on guest satisfaction and service recovery.

Qualifications

• High school diploma or equivalent required; college degree or hospitality-related education preferred.
• Previous hotel Front Office or Guest Services experience preferred.
• Previous supervisory or management experience preferred.
• Marriott or other branded hotel experience strongly preferred.
• Knowledge of hotel PMS systems and Front Office procedures.
• Strong written and verbal communication skills.
• Strong organizational and problem-solving abilities.
• Ability to work independently while effectively leading a team.
• Ability to remain calm and professional in high-pressure situations.
• Strong customer service and conflict-resolution skills.
• Ability to work flexible schedules, including evenings, weekends, and holidays as business needs require.