Front Office Manager

Front Office Manager

The Little America and Grand America Hotels set the standard for hospitality in Salt Lake City. Two celebrated properties in the heart of downtown, surrounded by acres of gardens and known for the kind of service that guests remember for a lifetime. To work here is to represent that standard and to join a team that takes genuine pride in the details that make a stay extraordinary. A truly distinctive setting. From elegant interiors and beautifully landscaped grounds to award-winning dining and refined amenities, you will work in two of the most respected properties in the Intermountain West. Real growth and development. We invest in our team members and believe in developing leaders from within. The Front Office Manager role is a platform to grow your career in luxury hospitality, supported by leaders committed to your success. Recognition that means something. We celebrate the team members who bring our service standards to life and make a difference for our guests every day. A one team, one dream culture. We foster an environment of respect and genuine support, where every team member is trusted to do their best work and is set up to succeed. When you join Little America and Grand America, you become part of a team dedicated to creating extraordinary experiences and to one another.

Description: The Front Office Manager is the senior front office leader at Little America Hotel, accountable for the Front Desk, Guest Relations (PBX), and overnight Front Desk operations across 699 rooms. Reporting directly to the Director of Rooms, this leader owns the guest reception experience around the clock, from high-volume leisure, group, and convention arrivals to individual luxury travelers and VIP guests. They are responsible for the standards, systems, financial controls, and team culture that ensure every guest interaction is effortless and gracious. The Front Office Manager leads and develops three front office teams across all shifts, setting standards for guest reception, telephone etiquette, guest correspondence, and service excellence. Equally important, this leader is responsible for creating an employee experience built on trust, accountability, engagement, development, and recognition. Through talent acquisition, onboarding, training, mentoring, coaching, and performance management, the Front Office Manager builds a team culture where employees are supported to grow, empowered to succeed, and accountable for delivering exceptional service. The role partners across the hotel to prepare for high-volume leisure, group, and convention arrivals, VIPs, and special guest needs while continuously improving front office processes and operations. Serving as Manager on Duty as scheduled, the Front Office Manager provides calm, visible leadership and decisive problem-solving, while maintaining a strong focus on guest and employee safety and security.

Responsibilities:

• Leadership & Operations
• Direct all front desk, Guest Relations (PBX), and overnight front desk operations, ensuring seamless 24-hour coverage and consistent luxury service across all shifts.
• Plan and execute arrival and departure operations for conventions, group blocks, and peak transient periods in partnership with all other operation teams.
• Lead pre-arrival preparation and in-house recognition for VIPs, long-stay, and special-attention guests.
• Oversee the overnight front desk team, including the integrity of end-of-day procedures, overnight guest service, and coordination with Security on after-hours incidents; serve as an escalation point around the clock.
• Serve as Manager on Duty as scheduled and act on behalf of the Director of Rooms in their absence as assigned.

Guest Experience & Standards

• Uphold and inspect GALA standards for reception, telephone etiquette, and guest correspondence through regular audits and real-time coaching.
• Own service recovery for front office matters, empowering agents to resolve concerns at first contact and personally handling sensitive escalations through resolution.
• Manage guest satisfaction performance for the front office arrival experience, problem resolution, and overall service scores, and lead targeted improvement plans.

Financial & Revenue

• Manage front office payroll, scheduling, and staffing models to budget against occupancy and group forecasts, and control departmental expenses.
• Drive front desk revenue programs, including upsell and upgrade performance, and ensure accurate rate, billing, and folio management.
• Ensure cash handling, credit, and accounting handoff procedures are followed precisely across all shifts, partnering with Finance on end of day and audit requirements.

Talent & Culture

• Recruit, train, and develop supervisors and agents across three teams, and maintain training and certification standards for new hires and ongoing service education.
• Deliver performance reviews, recognition, and coaching; build a culture of composure, warmth, and precision at the desk; and develop succession candidates for front office leadership.
• Represent the front office on hotel committees and cross-departmental projects.

Systems & Compliance

• Serve as the department owner of the property management system and related front office technology, including room inventory balance, key control, and data privacy standards.
• Maintain emergency response readiness at the desk and PBX, including the front office's communication hub role during alarms, evacuations, and incidents on all shifts.

Qualifications:

• Three to five years of progressive front office leadership in a full-service hotel, with luxury (Four-Diamond, Five-Diamond, or Forbes-rated) and large-hotel or convention-hotel experience strongly preferred.
• Demonstrated command of front office financials: payroll and productivity management, forecasting, upsell programs, and audit controls.
• Expert working knowledge of hotel property management systems; experience leading through system conversions or upgrades a plus.
• Composed, polished leadership presence with the judgment to make sound decisions independently on any shift, including overnight escalations.
• Excellent written and verbal communication skills, with the ability to coach standards and handle sensitive guest correspondence.
• Flexible availability across a 24-hour operation, including mornings, evenings, overnights, weekends, and holidays.
• Ability to stand at the front desk and move throughout the lobby and front office for extended periods, with occasional lifting up to 25 lbs.

The Front Office Manager's Impact at Little America Hotel: Genuine hospitality, set at the front line. The Front Office Manager shapes the first and last impression of every stay, ensuring that each check in call, and check out is warm, gracious, and unmistakably Five Diamond, and that the team delivers it consistently across all three shifts. Anticipation guests can feel. By preparing arrivals for VIPs, groups, and citywide conventions before guests reach the desk, the Front Office Manager ensures rooms are ready, recognition is in place, and needs are met before they are spoken. A legacy of flawless first impressions. The standards, systems, and culture the Front Office Manager builds are what make the front desk dependable year after year, turning smooth arrivals and effortless departures into the reputation that brings guests and groups back. Accountability around the clock. As the senior front office leader across every shift, the Front Office Manager owns the standards, the financials, and the guest experience at reception, and personally sees the most sensitive matters through to resolution. When performed with composure and care, the Front Office Manager role is not simply an operational post but the steady hand that makes every arrival and departure at Little America feel effortless.