Front Office Manager

Job Description

Job Description

Description:

Everyone Belongs at Palm House  

At Palm House, exceptional hospitality begins with exceptional people. We believe that creating memorable experiences for our guests starts with cultivating a workplace where every team member feels welcomed, respected, valued, and empowered to succeed. As a luxury hospitality destination, we recognize that diversity of backgrounds, perspectives, experiences, and ideas strengthens our team and enhances the personalized service we provide. We are committed to fostering a culture where inclusion is intentional, collaboration is encouraged, and every individual has the opportunity to thrive. 

Our Commitment Palm House is dedicated to building and maintaining a workplace that: 

• Welcomes individuals from diverse backgrounds and experiences. 
• Promotes a culture of dignity, respect, and belonging. 
• Provides equal opportunities for recruitment, development, promotion, and career advancement. 
• Encourages open communication, collaboration, and mutual respect. 
• Maintains a work environment free from discrimination, harassment, and retaliation. 
• Invests in learning, leadership development, and continuous professional growth. 

Our People  

Our team reflects the diverse communities we serve. We value the unique perspectives each individual brings and believe that an inclusive workforce enables us to deliver thoughtful, personalized, and authentic hospitality. 

Every team member plays an important role in creating an environment where colleagues and guests alike feel welcomed and appreciated. 

Equal Employment Opportunity  

Palm House is proud to be an Equal Opportunity Employer. We are committed to making employment decisions based on qualifications, performance, and business needs. 

We do not discriminate on the basis of race, color, religion, creed, sex, pregnancy, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital status, military or veteran status, or any other characteristic protected by applicable federal, state, or local law. 

We are also committed to providing reasonable accommodations to qualified applicants and team members in accordance with applicable laws. 

Learning & Development  

We believe inclusion is strengthened through continuous learning. Palm House invests in ongoing education and professional development designed to support: 

• Leadership development 
• Respectful workplace practices 
• Guest service excellence 
• Professional growth and career advancement 
• A culture of collaboration and accountability 

These initiatives help ensure our team members are equipped to deliver Forbes-level service while supporting one another with professionalism and respect. 

Our Promise 

Our commitment to diversity, equity, and inclusion extends beyond employment. It is reflected in how we welcome guests, support our colleagues, engage with our community, and uphold the values that define Palm House. 

By embracing different perspectives and treating everyone with dignity and respect, we create meaningful experiences for our guests and an exceptional workplace for our team. 

Join Our Team  

If you are passionate about luxury hospitality, exceptional service, and being part of an inclusive workplace where your contributions are valued, we invite you to explore career opportunities at Palm House. 

Palm House is proud to be an Equal Opportunity Employer committed to fostering a diverse, equitable, and inclusive workplace for all.  

The Front Office Manager is responsible for overseeing all aspects of the front office and guest service operations to ensure an exceptional guest experience. This position provides leadership and direction to the Guest Services team, fosters a culture of hospitality and teamwork, and upholds Palm House standards of excellence. The Guest Service Manager serves as a key liaison between guests and hotel departments to ensure smooth, efficient, and memorable stays. 

Key Responsibilities:  

• Supervise, train, and mentor the Front Desk Agents , Guest Service Supervisors , and Night Auditors , ensuring efficient and professional operations. 
• Oversee all front office activities, including check-ins, check-outs, guest inquiries, and room assignments. 
• Maintain a strong presence in the lobby to greet guests, handle VIP arrivals, and ensure personalized service. 
• Address and resolve guest concerns, complaints, and special requests promptly and effectively. 
• Monitor guest satisfaction scores and implement service improvement initiatives as needed. 
• Coordinate with Housekeeping, Maintenance, and Food & Beverage departments to ensure guest needs are met and issues are resolved quickly. 
• Ensure proper cash handling, billing accuracy, and compliance with accounting and audit procedures. 
• Assist and coordinate amenities for VIP guests 
• Assist with scheduling, payroll review, and staff performance evaluations. 
• Ensure compliance with hotel policies, safety regulations, and brand standards. 
• Act as Manager on Duty (MOD) as required, making operational decisions and representing hotel leadership during shifts. 
• Respond and monitor reviews from online travel agencies, google and trip advisor 
• Assist with team scheduling aligned to occupancy 
• Monitor daily pass on follow up directly with the guests when needed 
• Other duties as assigned.  

Qualifications:  

• Bachelor’s degree in Hospitality Management , Business Administration, or a related field preferred. 
• Minimum 3–5 years of experience in front office or guest services, with at least 2 years in a leadership or management role . 
• Strong leadership, communication, and organizational skills . 
• Proficiency in hotel property management systems (PMS) and Microsoft Office Suite. 
• Proven ability to analyze guest feedback and operational data to drive service excellence. 
• Demonstrated ability to lead a diverse team with professionalism, empathy, and motivation. 
• Ability to work flexible hours, including nights, weekends, and holidays , as needed. 

Physical Requirements:  

• Ability to stand and walk for extended periods throughout the shift. 
• Ability to lift or carry up to 20 pounds (e.g., assisting guests with luggage). 
• Frequent interaction with guests and staff in the lobby and other hotel areas. 
• Comfortable working in a fast-paced, guest-facing environment .