Hotel Front Office Manager

The Front Desk Manager plays a pivotal role in shaping the guest journey from start to finish. As a key leader within Pierpoint Management, this position oversees front office operations, supports team development, and ensures every guest receives exceptional, personalized service. Through strong communication, hands‑on leadership, and a commitment to operational excellence, the Front Desk Manager delivers the warm, polished hospitality our properties are known for.

Essential Duties and Responsibilities

· Assist with daily business operations, which includes task delegation, process improvement, ensuring quality standards, and managing shifts

· Meet with Department heads and GM daily to review each departments operation and help with any departmental needs

· Leading, motivating, and guiding team members, assisting with the recruitment, hiring, and training of new employees, conducting performance evaluations and addressing disciplinary issues

· Create work schedules and ensure the team is efficient and provide excellent service

· Oversee the entire guest experience from prearrival to checkout, ensuring a seamless and positive stay

· Collect, respond, and monitor guest feedback through surveys and online reviews to identify areas for improvement in service delivery

· Work with staff during shifts to maintain high levels of customer satisfaction assisting in check ins, check outs, serving food and drinks, cleaning, or other areas of need

· Coordinate closely with housekeeping to manage room status and availability, and maintenance to address repair issues promptly

· Ensure efficient check-in and checkout processes, included room assignments/requests

· Ensure accuracy in billing and cash handling procedures, review and manage credit limit reports, and assist with department budgets

· Oversee the reservation system, manage room inventory and availability, and coordinate group bookings and event requirements

· Cover shifts when needed if there is no available coverage including weekends, mornings, evenings, and overnight shifts

· Work with team to monitor and order supplies to maintain par levels, often working with vendors and suppliers

· Ensure all operations comply with federal, state, and local health and safety regulations, including food safety and sanitation standards, as well as company policies

· Manage budgets, control costs (food, shop, labor, etc) and forecast future needs to maximize profitability

· Be flexible in schedule to oversee the different hours of operation including weekdays, weekends, evenings, overnights, etc

· Work closely with all departmentommunication skills

Qualifications

· FLEXIBLE SCHEDULE IS A MUST

· High School diploma or equivalent

· Previous experience in hospitality, food and beverage, or similar role

· Sound knowledge of food safety guidelines

· Ability to lift up to 50lbs without assistance

· Ability to stand for extended periods of time

· Capacity to work in a fast-paced environment with minimal supervision

· Excellent organizational and multitasking skills

· Attentive to detail

· Ability to talk with guests and provide friendly customer service

· MUST have Ability to work shifts, over weekends, on holidays, and when staffing is short as needed as the department needs arise.

PEP Software knowledge a Plus.

Front Desk Manager Traits

· Hands-On Approach: Demonstrates a proactive, engaged work style with a willingness to dive into tasks directly while supporting team efforts through active participation and demonstration.

· Positive Leadership: Inspires and motivates others through a constructive attitude, clear vision, and a commitment to fostering a collaborative and respectful work environment.

· Confidentiality and Discretion: Handles sensitive information with the utmost care and discrepancy, ensuring all confidential data and information is protected and shared only on a need-to-know basis.

· Proactive Mindset: Anticipates challenges and opportunities, takes proper initiative without waiting for direction, and consistently seeks ways to improve processes and outcomes.

· Strong Follow-Through: Delivers on commitments reliably and thoroughly, ensuring tasks and administrative duties are completed with attention to detail, accountability, demonstrates strong time management and punctuality.

· Effective Communication: Communicates clearly and professionally across all levels of the organization, both verbally and in writing, fostering transparency and mutual understanding.

Physical Demands and Work Environments

While performing the duties of this job, Front Office Managers stand and walk during most of the workday, so this position requires a measure of fitness and physical stamina. The physical demands involve a great amount of stooping, walking, carrying, reaching, handling, kneeling, crouching, bending, and lifting during shift. Nonphysical demands include a work environment where the noise level is usually quiet to moderate but may be loud on occasion. The nature of the position may expose the Front Office Manager to moderate levels of tension when dealing with issues. The level of tension is usually moderate, with high levels of tension occurring occasionally.