Our Front Office Manager is responsible for delivering outstanding guest experiences by overseeing front office operations, including guest registration, bell services, telephone operations, and guest accounting. This role ensures the implementation of operational standards, maximizes hotel profitability and guest satisfaction.

Responsibilities

• Provide leadership and supervision to the Front Desk and all related departments (e.g., bell services, telephone operations).
• Lead all aspects of team management including onboarding, training, performance evaluations, scheduling, and Employee relations.
• Prepare and maintain department schedules based on labor standards and occupancy forecasts.
• Manage daily and weekly payroll for the department.
• Support the overall profitability and service excellence of other hotel departments through collaboration and operational efficiency.
• Enhance guest satisfaction by improving service quality through employee development and process optimization.
• Monitor departmental budgets to meet or exceed revenue and expense targets.
• Assist in the development and execution of short- and long-term operational and financial strategies.
• Oversee the reservations process to maximize occupancy and average daily rate through effective selling techniques.
• Enforce policies and procedures for credit control, financial transactions, cash handling, guest security, and emergency response.
• Address guest complaints related to the front office and ensure appropriate resolution.
• Promote guest engagement by encouraging staff to utilize strong interpersonal and communication skills.
• Recognize and reward team members who exceed guest expectations.
• Perform other duties as assigned by senior leadership.

Experience

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred.
• 4 years of previous Supervisory experience in hospitality required
• Hotel / Resort experience required
• Marriott and FS PMS experience highly preferred
• Ability to work a flexible schedule including nights, weekends, and holidays.

• Provide leadership and supervision to the Front Desk and all related departments (e.g., bell services, telephone operations).
• Lead all aspects of team management including onboarding, training, performance evaluations, scheduling, and Employee relations.
• Prepare and maintain department schedules based on labor standards and occupancy forecasts.
• Manage daily and weekly payroll for the department.
• Support the overall profitability and service excellence of other hotel departments through collaboration and operational efficiency.
• Enhance guest satisfaction by improving service quality through employee development and process optimization.
• Monitor departmental budgets to meet or exceed revenue and expense targets.
• Assist in the development and execution of short- and long-term operational and financial strategies.
• Oversee the reservations process to maximize occupancy and average daily rate through effective selling techniques.
• Enforce policies and procedures for credit control, financial transactions, cash handling, guest security, and emergency response.
• Address guest complaints related to the front office and ensure appropriate resolution.
• Promote guest engagement by encouraging staff to utilize strong interpersonal and communication skills.
• Recognize and reward team members who exceed guest expectations.
• Perform other duties as assigned by senior leadership