Front Office Manager

About the role

The Front Office Manager is a key leader in delivering exceptional guest experiences. This role upholds and models the company’s values, fostering a culture of collaboration, intuitive service, and trans-local hospitality.

Responsibilities

• Lead the front desk team with passion, creativity, and professionalism, ensuring every guest interaction is memorable and personalized
• Demonstrate passion and aptitude for all aspects of a guest’s experience, coaching your team to handle all guest interactions with the highest level of hospitality and professionalism
• Encourage your team to find creative solutions to accommodate guest requests whenever possible
• Serve as the tour guide for all hotel experiences a guest may encounter, using intuition to uncover each guest’s likes or dislikes to add a personalized touch that creates a special memory
• Collaborate with and coach your team to complete daily activities, ensuring standards are achieved and associates feel supported and valued to exceed guests’ needs
• Be knowledgeable in all matters related to the safety, security, satisfaction, and well-being of hotel guests and associates; respond swiftly and effectively in any hotel emergency or safety situation, ensuring all associates are trained and following proper emergency procedures
• Maintain proper par on all operational and departmental supplies while adhering to the budget provided by the General Manager
• Act as a key partner with the General Manager and the operations leadership team, demonstrating a united front committed to providing the best possible guest experience
• Actively participate in recruitment, training, scheduling, supervising, coaching, and motivating all Guest Services associates to create an environment that nurtures ideas and develops future talent for succession planning
• Execute the delivery of property events for in-house guests and future guests
• Foster open lines of communication within the department by facilitating daily line-ups, weekly leadership meetings, and monthly departmental all-staff meetings to encourage transparent dialogue, address key priorities, and voice ideas or concerns
• Coach and mentor your team on skill development, fostering an environment of continuous growth; use corrective action to address root causes of issues and course-correct missed opportunities
• Partner with Housekeeping and Engineering department heads to ensure hotel facilities and rooms are maintained in optimal condition, emphasizing attention to the smallest details
• Monitor all reservation channels, verifying that detailed reservation information is collected and handled properly according to standards and protocol
• Champion departmental and hotel-wide initiatives and best practices (e.g., Lobby Ambassador and Manager on Duty programs) by communicating, training, and coaching associates on the purpose of each initiative
• Maintain regular communication with the General Manager to provide updates, discuss plans, communicate needs, and align on priorities, understanding that flexibility is paramount to support a successful operation

Benefits

• Comprehensive benefits package, including medical, dental, vision, disability, and life insurance
• Generous 401(k) retirement match
• Paid holidays and paid time off
• Employee Assistance Program and Fund