Front Office Manager

Join Trailborn, the Official Hotel of the Great Outdoors™, as we reimagine modern hospitality in America’s most iconic destinations–where design meets discovery, and every stay inspires connection, adventure, and memories worth sharing. We believe that life should be an adventure–and so is the work we do. We help guests rediscover America’s beauty, reconnect with loved ones, themselves, and nature, and guide their stay to experience the outdoors on their terms. Join us to inspire moments of awe, connection, and exploration every day. About Trailborn Trailborn is a resort committed to delivering exceptional guest experiences while preserving the natural environment. As the Official Hotel of the Great Outdoors™, we blend modern hospitality with the spirit of adventure. Position Summary The Front Office Manager oversees all front desk operations to ensure exceptional guest service, efficient daily operations, and alignment with company standards and core values. This role leads the front office team, manages guest experiences from arrival to departure, and works collaboratively with all resort departments to create memorable stays for guests. The position is also responsible for ensuring compliance with Marriott Bonvoy standards, loyalty recognition, and guest engagement initiatives. Guest Experience Deliver exceptional guest service and ensure a welcoming, professional environment at all times. Recognize and engage Marriott Bonvoy members according to tier status and brand standards. Ensure elite member benefits, welcome amenities, upgrades, and service recovery procedures are executed properly. Resolve guest concerns, complaints, and special requests promptly and effectively. Monitor guest satisfaction scores, online reviews, and guest feedback platforms to implement continuous improvements. Ensure VIP arrivals, group arrivals, and special accommodations are properly coordinated. Operations Management Oversee daily front office operations including front desk, PBX, concierge, bell services, and guest services as applicable. Ensure accurate room assignments, rate management, and billing procedures. Maintain knowledge of occupancy, availability, and daily resort activities. Ensure compliance with Marriott Bonvoy brand standards, audit requirements, and loyalty program procedures. Conduct daily stand‑up meetings and communicate operational updates to the team. Ensure compliance with company policies, safety standards, and service expectations. Leadership & Team Development Recruit, hire, train, coach, and develop front office team members. Train team members on guest engagement, upselling techniques, and Marriott Bonvoy enrollment goals. Create employee schedules based on business demands and labor budgets. Conduct performance evaluations and provide ongoing feedback and recognition. Foster a positive, collaborative, and accountable team culture. Support employee engagement and reinforce company core values. Financial Responsibilities Monitor labor costs and departmental expenses. Assist with budgeting, forecasting, and payroll review. Ensure accurate cash handling, audits, and financial reporting procedures. Maximize revenue opportunities through room upselling, late check‑outs, and loyalty enrollments. Collaboration Partner closely with housekeeping, engineering, food & beverage, and reservations teams to ensure seamless guest experiences. Communicate operational needs and guest expectations across departments. Participate in manager‑on‑duty coverage as assigned. Qualifications Minimum 3–5 years of hospitality front office experience, preferably in a resort or hotel environment. Minimum 1–2 years of supervisory or management experience. Experience working with Marriott Bonvoy standards and guest recognition programs preferred. Strong leadership, communication, and conflict‑resolution skills. Experience with hotel property management systems (PMS) preferred. Ability to work flexible schedules including evenings, weekends, and holidays. Strong organizational skills and attention to detail. Ability to multitask and thrive in a fast‑paced hospitality environment. Preferred Qualifications Luxury, lifestyle, or resort experience preferred. Experience with Opera PMS systems. Knowledge of revenue management and guest satisfaction platforms. Physical Requirements Ability to stand and walk for extended periods. Ability to lift up to 25 pounds occasionally. Ability to work indoors and outdoors in varying weather conditions as needed. Core Competencies Leadership Guest Service Excellence Brand Standards Compliance Communication Problem Solving Team Collaboration Accountability Professionalism Adaptability Work Environment This position operates in a fast‑paced hospitality environment requiring regular interaction with guests, team members, and leadership. Evening, weekend, and holiday availability is required based on operational needs. #J-18808-Ljbffr