Manager Front Office

Overview

The Front Office Manager is responsible for overseeing the daily operations of the Front Office Department ensuring exceptional guest service efficient hotel operations and a welcoming atmosphere for all guests. This position leads the front desk team manages guest relations oversees room inventory and reservations and collaborates with other departments to support hotel performance and guest satisfaction.

The ideal candidate is a hands-on leader with strong communication organizational and problem-solving skills who can balance operational efficiency team development and personalized guest service in a small- to mid-sized hotel environment.

Responsibilities

Front Office Operations

• Oversee daily Front Office operations including guest check-in and check-out reservations room assignments guest billing and cashiering procedures.
• Ensure the Front Desk is properly staffed and operationally prepared to meet daily business demands.
• Monitor room availability occupancy arrivals departures VIPs and special requests to ensure a seamless guest experience.
• Maintain accurate guest information room status and reservation records within the hotels property management system (PMS).
• Ensure compliance with established hotel procedures service standards cash-handling requirements and credit policies.
• Coordinate with Housekeeping and other departments to ensure timely room readiness and efficient communication of room status.
• Support the Front Desk during peak periods and assist with daily operational needs as necessary.

Guest Relations and Service Excellence

• Promote a guest-focused culture by ensuring consistent professional and personalized service.
• Respond promptly and effectively to guest concerns complaints and service recovery opportunities.
• Handle escalated guest issues with professionalism sound judgment and appropriate follow-up.
• Monitor guest feedback online reviews and satisfaction scores to identify opportunities for improvement.
• Anticipate guest needs and ensure special requests VIP arrangements and repeat guest preferences are addressed.
• Build positive relationships with guests while maintaining hotel service standards and policies.

Team Leadership and Development

• Recruit interview hire train and develop Front Desk team members.
• Prepare and manage staff schedules based on occupancy forecasted business and operational needs.
• Provide ongoing coaching feedback and performance management to support team member success.
• Conduct regular department meetings and communicate hotel updates service expectations and operational priorities.
• Promote teamwork accountability and professional conduct within the department.
• Ensure team members are knowledgeable about hotel amenities services local attractions emergency procedures and guest service standards.
• Support cross-training and professional development opportunities.

Revenue and Financial Management

• Monitor room inventory rates availability and reservations to support occupancy and revenue goals.
• Coordinate with Revenue Management and hotel leadership regarding rate strategies overbooking concerns room availability and business forecasts as applicable.
• Review daily reports occupancy levels arrivals departures and other key operational metrics.
• Ensure accurate guest billing payment processing deposits and cash reconciliation.
• Identify opportunities to improve operational efficiency increase guest satisfaction and support hotel profitability.

Safety Security and Compliance

• Ensure compliance with hotel policies standard operating procedures and applicable federal state and local regulations.
• Maintain the confidentiality and security of guest information payment details room assignments and access credentials.
• Ensure proper key control incident documentation and communication of safety or security concerns.
• Respond appropriately to emergencies guest incidents and other urgent operational situations.
• Maintain accurate records and ensure required reports and documentation are completed.
• Promote a safe respectful and professional working environment for all team members.

Interdepartmental Communication

• Work closely with Housekeeping Maintenance Food and Beverage Sales and other departments to coordinate daily operations.
• Communicate guest requests room maintenance concerns service issues and operational updates promptly.
• Participate in hotel management meetings and contribute to property-wide service and operational initiatives.
• Assist with special events group arrivals VIP visits and other hotel activities as needed.
• Support the General Manager and Director of Operations with additional projects and responsibilities as assigned.

Qualifications

GENERAL JOB EXPECTATIONS:

• Strong leadership communication and interpersonal skills.
• Excellent customer service and conflict-resolution abilities.
• Strong organizational skills and attention to detail.
• Ability to make sound decisions and manage competing priorities in a fast-paced environment.
• Proficiency in Microsoft Office and hotel operating systems.
• Strong leadership communication and interpersonal skills.
• Excellent customer service and conflict-resolution abilities.
• Strong organizational skills and attention to detail.
• Ability to make sound decisions and manage competing priorities in a fast-paced environment.
• Proficiency in Microsoft Office and hotel operating systems.

QUALIFICATIONS:

• Must be a United States citizen or possess a valid work permit.

• High school diploma or equivalent required.
• Associates or bachelors degree in hospitality management business administration or a related field preferred.
• Minimum of 23 years of hotel Front Office experience with at least 12 years in a supervisory or management role preferred.
• Experience with hotel property management systems and front desk procedures required.
• Previous experience in a boutique upscale or full-service hotel environment preferred.

WORKING CONDITIONS:

• Ability to stand and walk for extended periods.
• Ability to sit bend reach and move throughout the hotel as needed.
• Ability to lift or carry supplies weighing up to 25 pounds occasionally.
• Ability to use a computer telephone and other standard office equipment for extended periods.
• Ability to work flexible schedules including weekends holidays and occasional evenings as business needs require.

Required Experience:

Manager