Front Office Manager

Front Office Manager

Reports To: Assistant General Manager / General Manager

Position Summary:

The Front Office Manager leads the heart of the hotel—our front office operation—ensuring smooth, elevated guest experiences from arrival to departure. This role champions warm hospitality, operational excellence, and team leadership. Responsible for managing the front desk, guest relations, and overall lobby experience, this hands-on leader ensures that every guest interaction reflects Ivy Hospitality’s passion for service and commitment to creating memorable stays.

Pay Range: $50,000-$55,000 based on experience and qualifications

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide direction and leadership to the front office team, setting the tone for genuine, guest-first service.
• Serve as the lead contact for escalated guest concerns, skillfully resolving issues while ensuring satisfaction and retention.
• Manage and oversee front desk operations, including check-in/check-out, room inventory, reservations, and guest services.
• Collaborate with the Assistant General Manager and General Manager on occupancy strategies, rate management, and guest satisfaction metrics.
• Train, mentor, and evaluate front desk team members to promote growth, engagement, and accountability.
• Facilitate daily stand-ups and team huddles to communicate expectations, priorities, and upcoming events.
• Ensure accurate handling of financial transactions, including billing, cash handling, and reconciliation procedures.
• Enforce front office standards, policies, and safety protocols in alignment with brand and company guidelines.
• Act as a liaison between departments, particularly housekeeping, maintenance, and food & beverage, to maintain a seamless guest experience.
• Monitor lobby cleanliness, front desk organization, and guest amenity availability to maintain an inviting arrival experience.
• Participate in the recruitment, selection, and onboarding of front office team members.
• Implement service enhancements and process improvements to increase efficiency and guest satisfaction.

Qualifications:

Education: High school diploma or equivalent required; hospitality or business management training preferred.

Experience: Minimum of 3-5 years of hotel front office experience, with at least 1-2 years in a supervisory or management capacity.

• Strong leadership presence and team development skills.
• Excellent communication abilities—both written and verbal.
• Proven problem-solving capabilities and ability to remain composed under pressure. Proficiency in hotel property management systems (PMS) and Microsoft Office suite. Detail-oriented with strong organizational and multitasking skills.

Taking Care of You – Our Benefits

At Ivy, we believe in supporting our team both at work and in their personal lives. Your eligibility for benefits is based on your employment status, and full details will be shared with you during your first 30 days. Here’s a look at what we offer to help take care of you and your loved ones:

Health & Wellness

• Medical
• Dental
• Vision
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)

Financial Security & Peace of Mind

• Quarterly Bonus Potential: Up to 25% of Quarterly Earnings
• Basic Life Insurance & AD&D
• Voluntary Life Insurance
• Voluntary Short-Term Disability
• Voluntary Long-Term Disability
• Critical Illness, Hospital Indemnity & Accident Plans
• Pet Insurance
• 401(k) Match: Ivy Hospitality offers a 100% match of associates' first 6% contributed

Time to Recharge

• Paid Time Off (PTO), available as it’s accrued

Ivy Hospitality is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.

Ivy Hospitality participates in E-Verify

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future.