Front Office Manager

Assists the General Manager with the daily operations, primarily at the front desk. Assists in handling all aspects of Operations to ensure quality service to guests, fellow employees, vendors, and ownership.

• Reports directly to the GM, the Regional Director of Operations, and ownership.
• Ensures that all front‑desk staff are delivering the highest level of guest interaction and satisfaction.
• Reviews required audit reports daily, assesses for mistakes, and corrects any problems ASAP.
• Ensures advance deposits, no‑shows, and third parties are billed correctly on a daily basis, with support from the GM.
• Works with GM and the front‑desk team to manage efficient check‑in/check‑out processes to drive room revenues (Perfect Sell Strategy, qualifying reservations, proper room assignments, proactively anticipating VIPs and members, etc.).
• Responsible for front‑desk inventories and supply requests in this department.
• Typically appointed as Champion and upholds all responsibilities of the title according to the Standard.
• Responsible for making the front‑desk schedule and posting it in a timely manner (team reports changes to him/her). Ensures properly manned and trained personnel for all front‑desk shifts at all times.
• Assists in hiring processes for all departments, especially front‑desk agents.
• Manages front‑desk training to ensure IHG and ownership standards are met at all times.
• Assists the GM in ensuring all Direct Bill accounts are handled, billed, and collected accurately and in a timely manner.
• Assists the GM in the upkeep of all QA documentation log books, i.e., ADA, Service Recovery, 100%, etc.
• Assists the GM in answering all surveys and Guest Assistance queries in a timely manner that meets brand requirements and those of ownership.
• Responsible for daily tax exemption documentation.
• Follows up on shift logs with the team, and reports issues to GM for resolution.
• Acts as liaison and support between all departments for communication and smooth operations as a whole to ensure brand expectations.
• Inspects five rooms once per week and communicates findings to the GM.
• Partners with GM on sales efforts, including but not limited to group inquiries, bookings, contracts, and communication with POCs, and works to secure future business on the books while maintaining budget goals.
• Attends sales meetings and communicates any information/strategies to the front‑desk team.
• Assists the GM in hosting morning huddles with housekeeping when possible.
• Attends revenue calls when scheduling allows.

• Submit reports and checklist information in a timely manner to GM/ownership.
• Become proficient with all computer systems and all reporting functions.
• Understand that as demand fluctuates in the hotel with events and group occupancy, scheduling is subject to change. Must be able and willing to work as needed to fit the needs of the hotel and team.
• Position includes weekends, nights, audit shifts, and holidays if necessary.
• Must be available at all times via cell phone or email.
• Perform any and all duties not specifically outlined above that are an inherent part of the position. Perform and execute any requests made by corporate or supervisor in a cooperative and expeditious manner.

$12 - $14 hourly