Front Office Manager

About the role

The Front Office Manager oversees all aspects of the front office and guest service operations to ensure an exceptional guest experience. This position provides leadership and direction to the Guest Services team, fosters a culture of hospitality and teamwork, and upholds Palm House standards of excellence.

Responsibilities

• Supervise, train, and mentor the Front Desk Agents, Guest Service Supervisors, and Night Auditors, ensuring efficient and professional operations.
• Oversee all front office activities, including check-ins, check-outs, guest inquiries, and room assignments.
• Maintain a strong presence in the lobby to greet guests, handle VIP arrivals, and ensure personalized service.
• Address and resolve guest concerns, complaints, and special requests promptly and effectively.
• Monitor guest satisfaction scores and implement service improvement initiatives as needed.
• Cookier with Housekeeping, Maintenance, and Food & Beverage departments to ensure guest needs are met and issues are resolved quickly.
• Ensure proper cash handling, billing accuracy, and compliance with accounting and audit procedures.
• Assist and coordinate amenities for VIP guests
• Aid in scheduling, payroll review, and staff performance evaluations.
• Ensure compliance with hotel policies, safety regulations, and brand standards.
• Act as Manager on Duty (MOD) as required, making operational decisions and representing hotel leadership during shifts.
• Respond and monitor reviews from online travel agencies, Google, and TripAdvisor.
• Aid in team scheduling aligned to occupancy.
• Monitor daily pass and follow up directly with guests when needed.
• Other duties as assigned.

Requirements

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred.
• Minimum 3–5 years of experience in front office or guest services, with at least 2 years in a leadership or management role.
• Strong leadership, communication, and organizational skills.
• Proficiency in hotel property management systems (PMS) and Microsoft Office Suite.
• Proven ability to analyze guest feedback and operational data to drive service excellence.
• Demonstrated ability to lead a diverse team with professionalism, empathy, and motivation.
• Ability to work flexible hours, including nights, weekends, and holidays, as needed.

Physical Requirements

• Ability to stand and walk for extended periods throughout the shift.
• Ability to lift or carry up to 20 pounds (e.g., assisting guests with luggage).
• Frequent interaction with guests and staff in the lobby and other hotel areas.
• Comfortable working in a fast-paced, guest-facing environment.

Skills

• Excellent interpersonal and communication skills.
• Strong problem-solving and decision-making abilities.
• Effective time management and multitasking skills.
• Ability to work independently and as part of a team.
• Knowledge of hotel operations and procedures.

Benefits

• Palm House offers competitive compensation and benefits, including health insurance, retirement plans, paid time off, and more.

Pay

• Competitive salary commensurate with experience.

Schedule

• Flexible schedule to accommodate the demands of the position.