Front Office Manager

The Candlewood Suites, Lenexa KS is looking for a charismatic and good-natured Front Office Manager to bring their unique personality and passion for hospitality to life for our guests and our team. What is the job : The Front Office Manager is responsible for overseeing all front desk and guest services operations to ensure exceptional guest satisfaction, efficient operational performance, and financial accountability. This role leads, trains, and develops front office team members while driving service standards, revenue optimization, and compliance with company policies. The Front Office Manager exercises independent judgment in managing departmental operations and personnel. 1. Department Management & Operational Oversight – 40% Direct and oversee all day-to-day operations of the Front Desk, including check-in, check-out, room assignments, and guest registration. Review daily arrivals; ensure guest preferences and special requests are fulfilled. Audit room assignments and routing/billing to ensure accuracy and compliance with brand and company standards. Review and correct, as necessary, work generated by the night auditor. Maintain proficiency in room inventory management within the Property Management System (PMS). Monitor and maintain front office systems and equipment. Manage accounts receivable and oversee billing adjustments. Establish and enforce department policies, procedures, and service standards. Customarily and regularly direct the work of front office employees. Develop and/or review front office schedules in conjunction with GM/AGM to maintain productivity consistent with budget goals and business levels. Recruit, interview, and select candidates for front desk positions; make hiring recommendations given particular weight. Train, coach, mentor, and evaluate team members throughout the employment lifecycle. Conduct performance evaluations in conjunction with GM/AGM. Issue coaching, counseling, and disciplinary actions, including recommendations for termination. Conduct regular one-on-one and team meetings. Ensure compliance with uniform, grooming, attendance, and conduct standards. Resolve staffing shortages and proactively plan for workforce needs. 3. Guest Service Leadership & Issue Resolution – 15% Serve as Manager on Duty (MOD) as assigned. Exercise discretion and independent judgment to resolve guest complaints and service failures. Oversee guest satisfaction metrics for front desk operations and implement corrective action plans. Review and respond to guest feedback platforms (e.g., Medallia, Guest Love, and third-party outlets). Lead implementation of loyalty and guest experience initiatives within the department. 4. Financial & Administrative Accountability – 10% Monitor departmental labor costs and productivity metrics. Assist GM/AGM of payroll accuracy and minimize edits. Assist with end-of-month reporting (tax-exempt reports, invoice coding, monthly deposit reporting). Safeguard cash handling and billing compliance procedures. 5. Strategic & Cross-Functional Leadership – 5% Partner with other department leaders to ensure seamless guest experiences. Participate in hotel-wide initiatives and leadership meetings. Support overall operational performance goals. Non-Essential Functions: Assisting with front desk coverage in accordance to budgeted hours and during peak periods or staffing shortages. Assist in other hotel departments when experiencing staffing shortages or emergencies. What we need from you : Job Specifications (Knowledge/Skills): Education: Four-year college degree or equivalent education/experience. Experience: 2-3 years of experience in a related position with KWB or other Hotel Skills and Abilities: Requires knowledge of discipline-specific KWB policies, procedures and services and general knowledge of other departments in the hotel. Ability to achieve positive guest relations and maximize guest satisfaction. Ability to communicate in English. Second language desirable. (Language dependent upon the needs of the hotel.) Ability to handle cash and credit transactions. Ability to enforce all company rules and SOPs. No. of associates supervised: Supervise 2-12 associates. Travel required: Minimal. May be required to attend supplemental Management training classes. Hours Required: 40-50 hours over a five-day period. Day or evening shift depending upon business demands/needs (including weekends/holidays). This job requires anytime availability the ability to work any shift, and the job is primarily an evening and weekend job. It will require you covering call-ins in addition to covering request for time off shifts. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time, with or without notice. KWB Hotels is in the business of acquiring, developing, owning, operating and managing premium select-service hotels. Our goal is to excel in hotel property development and hotel property management. #J-18808-Ljbffr