Front Office Manager

Job Description

Job Description

Love the energy of a busy hotel and helping a team find its rhythm? As Front Office Manager at Holiday Inn Express & Suites Richwood - Cincinnati South in Richwood, KY, you’ll lead the front desk team at a welcoming hotel just off I-75, serving business travelers, families, and guests visiting Northern Kentucky and Cincinnati. You’ll create warm arrivals and help guests feel taken care of throughout their stay.

You’ll be right there with your team—coaching, celebrating wins, and jumping in when the lobby gets lively. When plans change or a guest needs help, you’ll listen, take ownership, and keep things moving. Clear communication and following through are part of how you work, and you’re always open to a better way of doing things.

At RHH, we take hospitality seriously and make room for some fun along the way. If you enjoy bringing out the best in people and creating a place where guests and teammates feel welcome, we’d love to meet you.

• Lead daily front office operations, keeping reservations, arrivals, departures, guest requests, and accounts running smoothly.
• Turn hotel priorities into clear team goals and daily plans so associates know what matters and where to focus.
• Help hire, train, schedule, and develop front office associates. Balance staffing with guest needs, the team’s workload, and the hotel’s financial goals.
• Lead by example, work alongside your team, and step in at the front desk when needed. Build trust by communicating honestly, treating people respectfully, and following through.
• Keep the team connected through regular check-ins and clear shift handoffs. Share expectations, recognize great work, and address concerns early.
• Coach in the moment: notice what’s working, give useful feedback, and help associates build the confidence and judgment to take care of guests.
• Listen to guests, handle concerns calmly, and work through disagreements fairly. Take ownership of solutions and follow up to make sure the issue is resolved.
• Use guest feedback and everyday observations to improve service, strengthen team routines, and give guests a reason to return.
• Coordinate room readiness, special requests, and operational needs with housekeeping, maintenance, and other departments.
• Review front office reports, payments, and occupancy information. Resolve or escalate discrepancies, manage approved resources, and help the department meet its financial goals.
• Oversee same-day room availability and selling procedures, working with hotel leadership and revenue partners to support room revenue and accurate inventory.
• Keep the front office organized and reinforce guest privacy, cash-handling, payment, and credit procedures. Apply policies consistently and complete performance or disciplinary documentation through RHH’s approved processes.
• Help the team follow Holiday Inn Express brand standards and IHG One Rewards member service standards, including guest recognition and applicable member benefits.
• Partner with the General Manager on assigned projects and operational priorities, keeping progress, challenges, and next steps clear.

• Experience in leading and managing a front office team in a hospitality setting.
• Proven track record of enhancing guest satisfaction through exceptional service delivery.
• Ability to oversee and streamline daily operations, ensuring efficient check-in and check-out processes.
• Strong collaboration skills to work effectively with other departments and maintain hotel operations.
• Experience in implementing innovative strategies to improve front office procedures and guest services.
• Ability to manage budgets effectively, ensuring cost-efficient operations without compromising quality.
• Proven ability to train and mentor team members, fostering a culture of continuous learning and growth.

Founded in 2005 with one Kentucky hotel, Rolling Hills Hospitality brings the Rolling Hills Way to every stay: a warm welcome, attention to detail, and dependable follow-through. We support our associates through hands-on leadership, coaching, recognition, and opportunities to grow. Eligible associates may receive:

• Medical, dental, vision, and life insurance

• Paid vacation, holidays, and sick time

• Jury duty pay and family and medical leave benefits

• Career development and internal promotion opportunities

• Recognition and bonus programs

• Discounted hotel rates through IHG’s hotel associate travel program

• A supportive culture focused on work-life balance

Benefits vary by employment status and eligibility; travel discounts are subject to enrollment, availability, and program rules.