Front Office Manager

Job Description
The Front Office Manager is responsible for leading and overseeing all Front Office operations, ensuring attentive, courteous, and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue, occupancy, and overall guest satisfaction. The Front Office Manager directs the Front Desk team, establishes departmental standards, and ensures seamless coordination with other hotel departments to deliver a consistently exceptional guest experience

Responsibilities:
•Lead, supervise, and develop the Front Office team, ensuring all associates greet and welcome guests in accordance with Highgate Hotel standards.
•Oversee proper operation of the PBX console and ensure that all hotel service standards are consistently met across the department (if applicable).
•Establish service protocols to address guest inquiries about hotel services, facilities, and hours of operation in a timely and professional manner.
•Manage the logging and delivery process for packages, mail, and messages to guests and meeting rooms, ensuring accountability and accuracy.
•Review and audit the Front Office log and Trace File daily, following up on pending items and delegating action as needed.
•Ensure the team is knowledgeable and prepared to respond to guest inquiries regarding restaurants, transportation, entertainment, and local recommendations.
•Enforce compliance with all cash handling, credit, and financial control policies, and conduct periodic audits to safeguard hotel assets.
•Maintain full awareness of all rates, packages, and special promotions as listed in the Red Book, and ensure the team is trained to promote them effectively.
•Coordinate closely with Sales, Reservations, and Operations regarding all in-house groups to ensure seamless arrival, stay, and departure experiences.
•Monitor closed-out and restricted dates, working with Revenue Management to optimize occupancy and average daily rate (ADR).
•Oversee the reservations process, ensuring all necessary information is captured and the rate-quoting scenario is consistently applied by the team.
•Maintain expert knowledge of hospitality terminology and ensure ongoing training of the Front Office staff.
•Lead the department's emergency response procedures, ensuring all associates are trained and prepared to act during any incident.
•Supervise check-ins and checkouts, personally handling escalations, VIP arrivals, and complex guest situations in a friendly, efficient, and courteous manner. Enforce proper two-way radio etiquette across the team.
•Ensure full mastery and correct operation of all Front Desk computer systems (PMS), and act as the department's system administrator and point of contact for related issues.
•Design, implement, and oversee shift checklists, ensuring all tasks and duties are completed accurately and on time.
•Supervise the completion of bucket checks, room rate verification reports, and housekeeping reports, and review them for accuracy and follow-up.
•Oversee end-of-shift balancing and paperwork closing procedures, ensuring compliance with hotel accounting standards.
•Develop and implement strategies to promote and market hotel promotions and guest loyalty programs, driving enrollment and repeat business.
•Maintain a clean, organized, and professional Front Desk environment, setting the standard for the team.
•Oversee guest use of safe deposit boxes, ensuring security protocols are strictly followed.
•Conduct performance reviews, training, coaching, and scheduling for the Front Office team, fostering professional development and service excellence.
•Analyze guest feedback and satisfaction metrics (e.g., Medallia, TripAdvisor, internal surveys) to identify improvement opportunities and implement corrective action plans.
•Prepare and manage the Front Office departmental budget, monitoring labor costs, supplies, and operational expenses.

Requirements

• At least 3 years progressive experience in a hotel or a related field.
• Experience as Front Office Manager.
• Degree in Hospitality, Tourism or related.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner
• Advanced English required.

Benefits

• Relocation:
• TN Visa sponsorship for qualified candidates from Mexico and Canada.
• One-way flight from home city to the U.S.
• Housing available either single or double. $850/month for double and $1,750/month for single. Includes all utilities and WIFI.

• General:
• 65K annual gross salary.
• 10 Days of vacations after 1 year.
• Insurance Provided.
• Bonus 15%.