Front Office Manager

About the Role

The Front Office Manager leads all Front Office operations while delivering exceptional guest experiences consistent with Marriott brand standards. This position oversees the Front Desk, Guest Services, Night Audit, and all Front Office operations, ensuring operational excellence, associate engagement, revenue optimization, and guest satisfaction.

Responsibilities

• Leadership & Team Development
  • Recruit, interview, hire, train, coach, and develop Front Office associates.
  • Cross-train associates to ensure operational flexibility.
  • Conduct performance evaluations and provide regular coaching and feedback.
  • Lead daily standup meetings and departmental communication.
  • Schedule associates to meet business demands while effectively managing labor costs.
  • Foster a culture of teamwork, accountability, mutual respect, and associate engagement.
  • Conduct regular department meetings and training sessions.
• Guest Experience
  • Ensure exceptional guest service consistent with Marriott brand standards.
  • Personally resolve guest concerns through effective service recovery.
  • Monitor guest satisfaction scores and implement improvement initiatives.
  • Ensure Marriott Bonvoy Elite members receive proper recognition and benefits.
  • Maintain a visible presence in the lobby during peak arrival and departure periods.
  • Ensure all guest requests, messages, packages, and special requests are handled professionally and promptly.
• Front Office Operations
  • Direct and coordinate Front Desk, Guest Services, Reservations, and Night Audit operations.
  • Verify room status accuracy and communicate changes effectively with Housekeeping and other departments.
  • Review Front Office reports, guest feedback, and operational logs daily.
  • Maintain Front Office supplies, equipment, and operational standards.
  • Maintain master key security and control.
  • Ensure compliance with all cash handling, credit card, PCI, and financial procedures.
  • Verify cashier banks, deposits, and shift audits.
• Revenue Management
  • Maximize occupancy, ADR, and overall room revenue.
  • Review daily room inventory, arrivals, departures, VIPs, and group blocks.
  • Monitor room availability and oversell situations.
  • Promote upselling initiatives and monitor associate performance.
  • Review daily forecasts, occupancy reports, and rate variances.
  • Monitor guest credit limits and high-balance accounts.
• Communication & Collaboration
  • Maintain effective communication with all hotel departments.
  • Partner with Sales, Revenue Management, Housekeeping, Engineering, and Food & Beverage to ensure seamless guest experiences.
  • Communicate group requirements and special events to all appropriate departments.
  • Prepare shift reports and communicate operational priorities between management shifts.
• Financial & Administrative Responsibilities
  • Assist in preparing department budgets and forecasts.
  • Monitor departmental expenses and labor productivity.
  • Prepare operational reports and performance metrics.
  • Maintain organized departmental files, schedules, purchasing records, and documentation.
• Safety & Compliance
  • Ensure compliance with Marriott brand standards and company policies.
  • Promote a safe working environment by following all safety, sanitation, and emergency procedures.
  • Report maintenance concerns promptly through established procedures.
  • Complete incident reports involving guests or associates as required.
  • Maintain confidentiality of guest and associate information.
• Additional Responsibilities
  • Participate in hotel committees, task forces, and leadership initiatives.
  • Support hotel-wide events and operational projects.
  • Perform additional responsibilities as assigned by the General Manager.

Requirements

• Minimum of 3-5 years of progressive Front Office experience in a full-service hotel environment, including at least 2 years in a supervisory or management role.
• Marriott-branded hotel experience strongly preferred.
• Experience leading Front Office operations in a hotel with 100 or more guest rooms preferred.
• Strong knowledge of Marriott brand standards and guest service expectations.
• Associate degree or equivalent hospitality management experience preferred.

Skills

• Proven leadership, coaching, and team development skills.
• Ability to inspire, motivate, and hold associates accountable while fostering a positive and collaborative work environment.
• Passion for hospitality and delivering exceptional guest service.
• Demonstrated success in developing high-performing teams and building a culture of engagement, accountability, and respect.
• Excellent verbal and written communication, interpersonal, and organizational skills.
• Strong problem-solving and decision-making abilities while remaining calm and effective in a fast-paced environment.
• Experience with Marriott systems (Light Speed, GXP, Empower) or similar hotel property management systems preferred.
• Proficient in Microsoft Office applications.
• Commitment to Marriott's service culture and creating memorable guest experiences.

Schedule

This position requires flexibility in scheduling, including evenings, weekends, holidays, and varying shifts based on business needs. The hotel operates 24 hours a day, 7 days a week.

Working Conditions

• Work is performed primarily within the hotel environment and requires frequent standing, walking, bending, reaching, and lifting (up to 50 pounds).
• Must be able to work in a fast-paced environment while maintaining professionalism and composure under pressure.
• Use of computers, telephones, and other office equipment is required.