Front Office Manager

Front Office ManagerThe Partridge Inn | Curio Collection by HiltonAugusta, GeorgiaPosition Type: Full-Time | ManagementAbout The Partridge InnSteeped in Southern charm and more than a century of history, The Partridge Inn is one of Augusta's most iconic hotels. As part of Hilton's Curio Collection, our historic property blends timeless elegance with modern hospitality, offering guests a unique and memorable experience.At The Partridge Inn, we believe exceptional hospitality is about more than providing great service. It's about creating meaningful connections, anticipating needs, and making every guest feel genuinely welcomed and cared for.We are seeking an energetic, passionate, and hands-on Front Office Manager who shares our commitment to exceptional hospitality and understands that the smallest details often make the biggest difference.Position OverviewThe Front Office Manager is responsible for leading the daily operations of the Front Office while ensuring a seamless, welcoming, and memorable guest experience from arrival through departure.This individual will lead, coach, and develop the Front Office team while maintaining the high service standards expected of a Curio Collection by Hilton property.Our ideal candidate is a natural leader who thrives in a fast-paced environment, leads from the front, and isn't afraid to roll up their sleeves. We are looking for someone who understands that true hospitality cannot be scripted and who inspires their team to go beyond simply meeting expectations.Key ResponsibilitiesGuest Experience & HospitalityChampion a culture of genuine, personalized hospitality throughout the guest experience.Lead by example through a visible, approachable presence in the lobby and guest-facing areas.Anticipate guest needs and empower team members to create thoughtful, memorable experiences.Handle guest concerns with professionalism, empathy, urgency, and a genuine desire to make things right.Monitor guest satisfaction surveys, online reviews, and guest feedback to identify opportunities for improvement.Develop and implement strategies to improve guest satisfaction, service consistency, and guest loyalty.Recognize VIPs, repeat guests, and special occasions, ensuring personalized attention and thoughtful touches.Partner with Housekeeping, Engineering, Food & Beverage, and Sales to deliver a seamless guest experience.Team Leadership & DevelopmentRecruit, train, mentor, and develop Front Office team members.Foster a positive, supportive, and accountable work environment where team members feel valued and empowered.Establish clear expectations for service standards, professionalism, communication, and performance.Conduct regular coaching, performance evaluations, and ongoing training.Lead daily briefings and maintain open communication regarding arrivals, departures, VIPs, groups, special events, and operational priorities.Develop team members for future leadership opportunities.Lead by example, demonstrating a willingness to assist with any task necessary to support the team and our guests.Front Office OperationsOversee daily Front Desk operations, including arrivals, departures, room assignments, billing, and guest requests.Ensure compliance with Hilton brand standards, property policies, and established operating procedures.Maintain accurate guest accounts, cash handling procedures, and financial controls.Oversee room inventory management, room blocking, and coordination with Housekeeping to maximize room readiness and guest satisfaction.Collaborate with Revenue Management and Reservations to support occupancy, rate integrity, and revenue opportunities.Ensure efficient communication and coordination with valet, bell services, and transportation teams.Monitor staffing levels, scheduling, payroll, and departmental labor expenses while maintaining exceptional service.Maintain operational readiness for Hilton Quality Assurance inspections and internal audits.Ensure the team is proficient in property management systems, guest communication platforms, and other operational technology.Financial & Operational PerformanceAssist in preparing and managing departmental budgets, forecasts, and labor expenses.Monitor departmental productivity and identify opportunities for improved efficiency.Promote room upgrades, upselling opportunities, and Hilton Honors enrollment and recognition.Review daily operational reports, guest feedback, and performance metrics.Implement action plans to address service challenges and improve departmental performance.Maintain accountability for departmental expenses, supplies, and operating standards.QualificationsMinimum of 2–3 years of Front Office supervisory or management experience in a full-service or upscale hotel environment preferred.Hilton experience and familiarity with Hilton systems strongly preferred.Proven ability to lead, motivate, coach, and develop a diverse team.Strong understanding of hotel operations, guest service standards, and front office procedures.Excellent communication, organizational, and problem-solving skills.Ability to remain calm, professional, and solution-oriented under pressure.Strong attention to detail and commitment to operational excellence.Experience managing guest satisfaction metrics, departmental labor, and service recovery.Ability to work a flexible schedule, including evenings, weekends, and holidays as business demands.What We're Looking ForBeyond experience and technical knowledge, we are looking for someone with the right heart for hospitality.Someone who:Genuinely enjoys people and takes pride in making others feel special.Believes leadership means serving and supporting the team, not simply directing it.Understands that accountability and kindness can, and should, coexist.Takes ownership of challenges rather than waiting for someone else to solve them.Recognizes that the guest experience is shaped by hundreds of small interactions.Brings positive energy, creativity, and a sense of urgency to every shift.Is comfortable providing honest feedback, making difficult decisions, and holding the team to high standards.Is passionate about developing people and celebrating their successes.Understands that hospitality is not a 9-to-5 profession and is willing to be present when the team needs leadership.Why Join The Partridge Inn?The Partridge Inn offers the opportunity to be part of a historic, distinctive hotel with a passionate team and a commitment to exceptional guest experiences.We take pride in our property's rich history, our reputation for hospitality, and the people who make it all possible.We are looking for a leader who wants to do more than manage a department. We want someone who will help shape our culture, inspire our team, and continue elevating the guest experience at one of Augusta's most beloved hotels.If you believe hospitality is about creating experiences people remember, we'd love to meet you.The Partridge Inn is an Equal Opportunity Employer.BenefitsPaid time offHealth insuranceDental insuranceVision insurance401(k)401(k) matching