Front Office Manager - SpringHill Suites Times Square

FRONT OFFICE MANAGER

Temporary, Full-Time — Maternity Leave Coverage (with potential to transition to a permanent position)

SUMMARY:

The Front Office Manager is the department head for the Front Office and responsible for all day-to-day operations including, but not limited to; Guests’ arrival and departure experience, ensuring that all department finances are reported accurately, maintaining proper PAR levels of department supplies, reporting month-end inventory to the General Manager, maintaining all Marriott and M&R Standards and driving all KPIs. Working alongside the General Manager and Assistant General Manager, the Front Office Manager is a member of the Hotel’s leadership team and is expected to be both proactive and resourceful when operational obstacles or other concerns are observed or brought to their attention. The Front Office Manager must be the Hotel’s Brand Champion and work to ensure that all Front of the House associates understand the expectations set forth by both Marriott and M&R in regard to guest satisfaction and appropriate responses to guest concerns.

RESPONSIBILITIES:

Leadership & Team Management

• Directly supervise, and coach all Front Office staff, including the Assistant Front Office Manager, Guest Service Agents, Night Auditors and Bellmen.
• Recruit, interview, hire, and train Front Office associates in partnership with the General Manager, Assistant General Manager and People & Culture team.
• Conduct regular performance evaluations, deliver coaching and corrective action, and support associate development and succession planning within the department.
• Lead daily pre-shift meetings and weekly department meetings to communicate goals, brand updates, and property priorities.
• Foster a positive, service-driven team culture that supports associate engagement and retention.
• Drive KPI’s including but not limited to; ITR, RevPAR, OCC%, Bonvoy Enrollments, etc.

Guest Relations & Service Excellence

• Maintain all Brand Standards pertaining to Guests’ Arrival and Departure.
• Personally engage with guests, resolve escalated complaints and service recovery situations, and follow up to ensure satisfaction.
• Monitor guest satisfaction scores (e.g., ITR, GuestVoice, etc.) and implement action plans to address trends.
• Serve as the Manager on Duty (MOD). Availability to work evenings, weekends, and holidays as business needs require.
• Ensure VIP, loyalty member, and special-occasion guests receive appropriate recognition and amenities per brand standards.
• Drive associate awareness of ITR, key detractors and key contributing factors that influence the Hotel’s scores.
• Ensure that Brand Standards pertaining to Bonvoy Enrollments, CEC Cases, GXP Chat reply times and other Marriott metrics fall under the responsibility of the Front Office.

Front Office Operations

• Oversee daily Front Desk and Night Audit operations to ensure smooth, accurate, and efficient service delivery.
• Proficient in the hotel's property management system (PMS) and all interfacing hotel systems; serve as the property's subject-matter expert for Front Office technology.
• Retrieve, review, and distribute daily and period-end reports in a timely fashion (e.g., STAR Report, occupancy forecasts, arrivals/departures).
• Develop and post the weekly work schedule for Front Desk employees in line with labor budgets and occupancy forecasts.
• Coordinate room assignments and blocking with Housekeeping and Sales to support group, VIP, and special-request needs.
• Prepare and distribute function sheets and relevant Front Office updates at the weekly Management Meeting.
• Open IT tickets with Marriott when systems are down or require the attention of a Third-Party Vendor.

Financial & Administrative Responsibilities

• Ensure that all daily revenue reporting is accurate in the Hotel’s Financial Management System, working with the Assistant General Manager and/or Finance to rectify any variances or discrepancies in a timely manner.
• Responsible for Accounts Payable related to the Front Office department, ensuring invoices are paid in a timely fashion and informing the General Manager of any high balances.
• Responsible for Accounts Receivable and Direct Bill accounts; coordinate with Sales on account status and conduct weekly audits with the General Manager.
• Coordinate and administer the daily transmittal of cash and checks to the bank; maintain accountability for the house bank and all cash-handling procedures.
• Able to perform Night Auditor duties and balance the hotel's books at the end of each period; prepare and submit End of Period reports to Corporate on the first day of each new period.
• Support the General Manager and Assistant General Manager with Front Office budgeting, labor cost management, and monthly forecasting.
• Assist with basic revenue management functions, including rate and availability checks, in coordination with Sales and Revenue Management.
• Maintain proper PAR levels of all Front Office supplies, ordering items as needed while staying within the monthly budget.
• Regularly take inventory of all Market items. Place orders, process invoices and submit month-end inventory to the General Manager.

Training & Brand Compliance

• Assist all Front Desk Associates in the use of the property's Training Program; ensure new hires complete required onboarding and certification.
• Ensure Front Office operations comply with Marriott brand standards and prepare the department for Brand Standard Audit (BSA) /Guest Service Score audits.
• Maintain up-to-date knowledge of brand initiatives, loyalty programs, and system updates, and train the team accordingly.
• Ensure all associates follow the rules and policies found in the M&R Employee Handbook.

Safety, Security & Compliance

• Follow all hotel security protocols, including key issuance procedures, guest verification, and restricted area access.
• Maintain thorough knowledge of hotel emergency procedures; train and prepare Front Office employees to respond calmly and effectively in the event of an emergency or accident.
• Assist in the maintenance of the property's key control program and ensure the security needs of the property and guests are met.
• Report safety hazards, suspicious activity, and maintenance issues to the General Manager, Assistant General Manager and Engineering promptly.
• Serve as a key member of the property's emergency response and crisis management team.

  Communication

• Communicate with the Assistant General Manager on a daily basis regarding operations, guest issues, and department performance.
• Inform the Assistant General Manager of potential problems with guests and the progress of special projects.
• Develop effective departmental communication and information systems through the use of communication logs, department meetings, and hotel meetings.
• Maintain clear, continuous communication with Housekeeping, Maintenance, Sales, and other departments to fulfill guest and operational needs efficiently.
• Establish working relationships with corporate departments including, but not limited to; People & Culture, Revenue, Sales and Finance. 

Qualifications

• Minimum 2-3 years of hotel Front Office experience, including at least 1 year in a supervisory or management capacity; multi-brand experience a plus.
• Working knowledge of a major hotel PMS (e.g., Stay PMS, Opera, Lightspeed, OnQ, PEP, HMS, Choice Advantage) and general proficiency with hotel technology systems.
• A proven track record on the industry of being a leader in the Front Office who has demonstrated organizational prowess and intuitive and create problem solving abilities.
• Excellent verbal and written communication skills; ability to interact professionally with guests, associates, vendors ownership, and Corporate.
• High school diploma or equivalent required; college coursework in Hospitality Management or a related field preferred.
• Proven ability to drive KPIs through an efficient and proactive management style.

Physical Requirements

This role requires the ability to stand for extended periods (up to 8 hours per shift), lift and carry items up to 40 lbs, and work in a lobby environment with varying noise levels. The Front Office Manager must be able to work a flexible schedule, including evenings, weekends, and holidays, and be available to respond to the property outside of normal business hours as needed.

M&R Hotel Management is committed to equal employment opportunity. Qualified individuals must be able to perform the essential functions of the position, with or without reasonable accommodation. Associates or applicants who require a reasonable accommodation should contact the People & Culture Department. 

M&R Hotel Management participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.