Front Office Manager

DESCRIPTION We are seeking an experienced and service-oriented Front Office Manager to lead our front office operations. Reporting directly to the General Manager, the Front Office Manager is responsible for overseeing all front office functions, ensuring exceptional guest service, maintaining brand standards, and developing a high-performing team. This hands-on leadership role requires an individual who can effectively manage daily operations, coach and develop associates, resolve guest concerns, oversee labor and scheduling, and drive guest satisfaction while supporting the hotel's operational and financial goals. The Front Office Manager serves as the leader of the Front Office Department and plays a key role in the overall success of the hotel. The Front Office Manager is expected to maintain an active presence at the front desk, lead by example, and work alongside the team to support daily operations. In addition to administrative and managerial responsibilities, this position will provide front desk coverage as needed due to staffing levels, vacations, call-offs, and business demands. The ideal candidate thrives in a fast-paced environment, is highly adaptable, and is committed to delivering exceptional guest experiences while supporting the success of the team. Benefits Competitive salary Leadership development and advancement opportunities Hotel discount program Paid time off Medical, dental, and vision benefits (if applicable) 401(k) plan (if applicable) Responsibilities Recruit, train, coach, and develop front office team members Create and manage department schedules while maintaining appropriate staffing levels and controlling labor costs Conduct performance evaluations, coaching, and corrective action when necessary Ensure compliance with brand standards, hotel policies, and operating procedures Monitor guest satisfaction scores and implement service improvement initiatives Resolve guest concerns and service recovery situations promptly and professionally Manage room inventory, arrivals, departures, VIP accommodations, and special guest requests Maintain accurate records related to payroll, attendance, training, and departmental performance Assist with budgeting, forecasting, and expense control for the Front Office Department Work closely with Housekeeping, Maintenance, Sales, and Food & Beverage teams to ensure a seamless guest experience Serve as Manager on Duty (MOD) as assigned Ensure all safety, security, and emergency procedures are followed Support the General Manager in achieving guest service and operational goals Provide direct front desk coverage as needed due to staffing shortages, call-offs, vacations, and business demands Assist with check-ins, check-outs, reservations, and guest inquiries during peak periods Lead by example by maintaining an active presence at the front desk and supporting team members during busy shifts Assist with the reviewing and management of group rooming lists, room blocks, and group arrivals while partnering with the Sales Department to ensure accurate reservations and a seamless guest experience. Physical Requirements Ability to stand and walk for extended periods Ability to lift up to 25 pounds occasionally Ability to work in a fast-paced hotel environment Ability to respond quickly to guest and operational ne REQUIREMENTS Hilton experience preferred Experience with PEP or similar hotel property management systems preferred Strong leadership, coaching, and employee development skills Proven ability to resolve guest concerns and deliver exceptional customer service Experience with scheduling, payroll, labor management, and performance management Proficiency in Microsoft Office and hotel property management systems Ability to balance administrative responsibilities with active participation in daily hotel operations Must be willing and able to work front desk shifts and provide operational coverage when necessary Ability to work a flexible schedule, including mornings, evenings, weekends, holidays, and occasional overnight coverage as business needs require As part of one of the world's most recognized hospitality brands, our hotel is committed to delivering exceptional guest experiences through outstanding service, teamwork, and operational excellence. We offer a dynamic work environment, opportunities for professional development, and access to industry-leading travel benefits. Our success is driven by dedicated team members who take pride in providing memorable stays for every guest.