Front Office Manager

Front Office Manager/Front Desk SupervisorWelcome to Thind Management, a family-owned management company where we strive to provide exceptional service and unforgettable experiences to our guests at our properties. With a passion for hospitality and a commitment to teach, we at Thind Management strive to share our knowledge with team members to reach new heights. We live and breathe Thind's motto "We'll Take It from Here". Our team of experienced leaders are dedicated to delivering the highest standards of training, providing tools, and ensuring professional growth of our team members.Job SummaryWe are seeking a highly motivated and experienced Front Office Manager who is responsible for overseeing the day-to-day operations of the front desk at a hotel. Front Office Manager ensures the efficient guest check-in and check-out processes, handles guest inquiries and requests, and provides exceptional customer service. This role requires strong leadership skills, attention to detail, and the ability to handle guest issues effectively.Core Job Responsibilities & DutiesSupervise and assist front desk agents in performing their duties, ensuring smooth operations and efficient guest serviceCoordinate guest check-in and check-out processes, ensuring accuracy in registration, payment and room assignment proceduresHandle guest inquiries, requests, and complaints, resolving issues promptly and to the guest's satisfactionMaintain a guest-centric approach, providing exceptional customer service and ensuring guest satisfactionAddress guest concerns and complaints professionally, escalating issues as necessaryMonitor guest feedback and reviews, identifying areas for improvement and implementing appropriate measuresTrain and mentor front desk agents, ensuring they have the necessary skills and knowledge to perform their role effectivelyProvide ongoing coaching and feedback to enhance guest service skills and problem-solving abilitiesConduct regular performance evaluations and identify opportunities for training and developmentCommunicate effectively with other hotel departments to ensure smooth operations and guest satisfactionCoordinate with housekeeping to ensure timely room readiness and cleanliness standardsCollaborate with the General Manager to implement policies, procedures, and service standardsPrepare and maintain front desk reports, including occupancy reports, guest arrival and departure lists, and revenue reportsAssist in managing room inventory and reservations, optimizing room occupancy and revenueHandle cash and payment transactions, ensuring accuracy and compliance with hotel proceduresCollaborate with the sales team to identify and pursue opportunities for business growth, including corporate accounts, group bookings, and event bookingsSupport the GM in leading, motivating, and developing a high-performance teamFoster a positive work environment that promotes teamwork, collaboration, and employee engagementEnsure compliance with all applicable laws, regulations, and hotel policies, including health, safety, and security standardsImplement and monitor quality assurance programs to uphold brand standards and deliver a consistent guest experienceAssist GM or hold regular briefings and meetings with all heads of departments – daily huddles, weekly management meetings, etc.Ensure all decisions are made in the best interest of the hotel and managementEnsure compliance with all local, state, and federal regulationsPerform any other duties as assigned by Executive team & OwnershipQualification Standards & Company RequirementsHigh school diploma or equivalent (required); bachelor's degree in Hospitality Management or a related field (preferred)Previous experience in front desk operations or guest services, with some supervisory experience (preferred)Excellent customer service and communication skillsStrong problem-solving skills and ability to handle guest issues effectivelyProficient in hotel management systems, property management systems, and relevant softwareDetail-oriented with strong organizational and multitasking skillsAbility to work under pressure and adapt to changing situationsProficient in Microsoft Office and hotel & restaurant software(s)Must have a flexible work schedule