Front Office Manager

Position Summary

Ensure exceptional guest service throughout the guest arrival, departure, and all points of contact by providing effective training, proper staffing, and active supervision. This role supports operational excellence through efficient management of labor and supplies, proactive monitoring of guest feedback, and consistent application of brand and company standards.

Hours & Schedule: Hours will typically be daytime; however, flexibility is required. This position must be available to fill in for call-offs across all shifts as business needs require, including nights, weekends, and holidays.

Qualifications

• Minimum of 2 years of Front Desk experience in a leadership role

• High School Diploma or equivalent required; Associate's Degree or higher preferred

• Proficient with Property Management Systems (PMS); strong computer literacy required

• Demonstrated financial management skills

• Advanced knowledge of the brand's rewards/loyalty program

• Ability to accurately handle cash and credit card transactions

• Strong customer service skills with the ability to handle difficult situations using patience, tact, and diplomacy

• General knowledge of local attractions and transportation

• Ability to recognize and respond appropriately to emergency situations, remaining calm under pressure

• Working knowledge of federal, state, and local employment laws, including EEO, wage and hour, safety, and labor relations

• Ability to establish and maintain effective working relationships with associates and guests

• Strong decision-making skills using sound judgment and prior experience

• Excellent written and verbal English communication skills

Essential Duties & Responsibilities

• Act as Manager on Duty as scheduled

• Ensure efficient guest registration, checkout, guest service, and telephone service in compliance with brand standards

• Implement company and franchise programs and initiatives

• Prepare forecasts and reports; assist in the development of the rooms budget

• Manage and maintain the hotel's Accounts Receivable, including key and contract accounts (e.g., MSI)

• Maintain and update the hotel's LPU and LCU systems via IHG Smart Pay

• Monitor front office systems and equipment to ensure optimal performance

• Track guest satisfaction surveys and maximize use of the guest response tracking system

• Recruit, interview, hire, train, coach, and develop front office staff

• Address performance issues, recommend discipline or termination when appropriate, and ensure timely performance evaluations

• Ensure all Front Office Quality Standards are consistently met

• Coordinate with other hotel departments to enhance communication and guest satisfaction

• Resolve guest complaints and proactively identify service or operational issues

• Partner with the sales team to support strategies that improve occupancy and revenue

• Maintain regular and reliable attendance in accordance with company standards

• Perform additional job-related duties as assigned

Physical Requirements

• Some lifting may be required

• Position requires 75% or more of time spent standing or walking

Work Environment & Scheduling

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules, including weekends and holidays, to meet business needs. Attendance at all required training sessions and meetings is mandatory.

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Duties may change at any time based on business needs.