Front Office Manager

About the role

You run the lobby of a busy downtown hotel where business travelers, groups, and leisure guests move through all day and night. You make sure every arrival is smooth, every issue is handled, and every guest leaves with a clear impression of quality.

Responsibilities

• Lead the front desk team
• Deliver fast, clean check-ins and check-outs during all shifts
• Handle guest issues on the spot and close the loop
• Anticipate needs and act before problems develop
• Manage VIP arrivals, groups, and special requests
• Monitor guest satisfaction scores and online reviews daily
• Coach team members in real time on service and communication
• Maintain a professional, organized, and guest-ready lobby
• Coordinate closely with housekeeping and maintenance to keep rooms ready
• Ensure accurate billing, clean folios, and proper cash handling

Service expectations

• Strong guest engagement at the desk and in the lobby
• Immediate ownership of guest concerns
• Consistent recognition of loyalty and repeat guests
• Proactive service recovery before escalation

Requirements

• At least 1 year in a leadership role
• Full-service hotel experience preferred
• Strong guest service mindset and presence
• Ability to stay calm and decisive under pressure
• Experience with PMS systems
• Clear communication and team leadership skills
• Experience in management and/or operational oversight
• Hotel management experience is a plus

Benefits

• Competitive salary based on experience
• Growth opportunities within the company

Why this role matters

The front office shapes the guest experience. When it runs well, the entire hotel performs better. You will set that standard every day.

CUSA LLC is a nationally recognized Hospitality and Property Management Company, and this position supports the General Manager in all aspects of operations, including overseeing the office in the Manager’s absence.