FRONT OFFICE MANAGER

Save this jobEmailTweetFacebookLinkedInCompensation: $65,000 to $70,000 per yearDescriptionKey ResponsibilitiesOversee all front desk operations during PM shift, ensuring smooth and efficient service deliveryLead, coach, and support Front Desk Agents to deliver exceptional guest experiencesEnsure accurate check-in/check-out procedures, including proper payment authorization and incidental holdsMonitor room inventory, availability, and daily arrivals/departures to optimize occupancy and guest flowHandle guest complaints and service recovery promptly, professionally, and effectivelyEnsure compliance with all SOPs, brand standards, and cash handling proceduresReview and approve room moves, upgrades, rate changes, and guest billing adjustmentsCollaborate with Housekeeping and Engineering to ensure room readiness and guest satisfactionConduct daily shift briefings and communicate key operational updatesSupport upselling initiatives and revenue opportunitiesEnsure proper documentation of incidents, guest concerns, and shift activities in daily logsOversee safety and security protocols during the evening shiftEnsure a smooth handoff to Night Audit, including communication of all pending issuesLeadership & AccountabilitySupervise and hold front office team accountable for performance, attendance, and adherence to standardsProvide on-the-job training, coaching, and feedback to improve performanceAddress performance issues promptly in partnership with People & CultureSupport scheduling needs in alignment with business levels and labor guidelinesEnsure compliance with company policies, including union/CBA requirements (if applicable)QualificationsMinimum 2–3 years of front office or hotel operations experiencePrior supervisory or leadership experience preferredStrong knowledge of hotel systems (e.g., PEP, OnQ, or similar PMS)Excellent problem-solving, communication, and leadership skillsAbility to work evenings, weekends, and holidaysStrong organizational and multitasking abilitiesCore CompetenciesGuest Service ExcellenceLeadership & Team DevelopmentAttention to Detail & AccuracyConflict Resolution & Decision-MakingOperational Efficiency & AccountabilityPerformance Expectations (Key Metrics)Maintain high guest satisfaction scores and service recovery effectivenessEnsure 100% compliance with check-in procedures, including payment authorization standardsMinimize billing errors, adjustments, and guest disputesAchieve upsell and revenue enhancement goalsMaintain accurate shift logs and communication with Night Audit and leadershipEnsure team adherence to attendance, punctuality, and grooming standardsQualificationsFront Office ExperienceExperienceRequired2 YearsFront Office ExperienceEqual Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThis employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.Save this jobEmailTweetFacebookLinkedIn