Experienced Hotel Front Office Manager

JOB TITLE	Front Office Manager
DIVISION	Rooms	DEPARTMENT	Front Office
REPORTS TO	Director of Front Office Operations	DATE	July 2025

Summary

Oversees and supervises all aspects of Front Office including the Front Desk and Logo Shop by performing the following duties.

Essential Duties & Responsibilities (Other duties may be assigned.)

• Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts. Adjust schedules throughout the week to meet business demand. 

• Conducting AM & PM pre-shift meeting with staff and review all information pertinent to the day’s business.  Incorporate Forbes Standards in all pre-shift meeting.
• Attends daily meetings as well as weekly Operations Meeting
• Assign work duties to staff in accordance with departmental procedures.  Communicate additions or changes to the assignments as they arise throughout the shift.  Identify situations which compromise the department’s standards and delegate theses tasks.
• Monitor the check-in/check-out process, ensuring agreement to hotel standards, anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Anticipate guests’ needs.  Respond promptly and acknowledge all guests, however busy and whatever time of day.  Handle all guest complaints in a polite and professional manner.
• Identifies training needs, develops formal training plans and implements training sessions.  Must be actively involved in ongoing technical and personal service training on a daily basis.
• Assumes overall responsibility for maintaining standards to ensure facilities and equipment are clean, in good repair and well maintained. 
• Ensure staff is using all Forbes Service Standards.
• Assist staff with their job functions to ensure optimum service to guest. 
• Assist at Front Desk as needed.
• Conducts such functions as interviewing, orientation, hiring, performance appraisal, coaching, counseling, training and suspending if necessary, to ensure appropriate staffing and productivity. 
• Conducts comprehensive monthly departmental meetings to include review of procedures of events which warrant special handling and detailed information.
• Controls and analyses, on an on-going basis, Front Office costs to ensure performance against budget.
• Monitors and controls the inventories for operating equipment and supplies.
• Adhere to hotel requirements for guest accidents or injuries and in emergency situations.
• Ensure that all V.I.P.'s are pre-registered according to standards.
• Inspect V.I.P. arrival room’s daily, ensuring compliance to standards.
• Monitor V.I.P. arrivals; greet and escort them to their room when necessary
• Review resumes for arriving groups; organize and coordinate group special requests.
• Support Loss Prevention in the event of accidents/incidents and emergency situations. 
• Other duties as assigned.

 

Supervisory Responsibilities

Directly supervises 15 – 20 employees in all Front Office operations.

As a Department Manager, carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.  Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance, rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 Education and/or Experience

Some college desired; and at least three years hotel experience as an Assistant FO Manager at least two in Management preferred. 

Experience must be in a luxury hotel of 300 rooms or more. 

Effective supervisory skills.

Fluent in English language required. 

Language Skills

Ability to read and comprehend simple instructions, short correspondence, and memos. 

Ability to write routine reports and correspondence.

Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. 

Ability to communicate verbally and in writing.  Good interpersonal skills with guests and staff.

 Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. 

Ability to apply concepts of basic algebra and geometry.

 Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Problem solving ability 

Other Skills and Abilities

Ability to handle stress.

Ability to work flexible schedule.

Computer skills are required.

Knowledge of a foreign language is preferred.

Physical Demands

The physical problems described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand.  The employee frequently is required to walk; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear.  The employee is occasionally required to sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 20 pounds.

Work Environment

The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The noise level in the work environment is u