Front Office Manager - Courtyard Anchorage Airport

The Front Office Manager is responsible for leading the hotel’s Front Office operations and ensuring guests receive a welcoming, efficient, and memorable experience from arrival through departure. This position oversees the Front Desk team, guest service, room and reservation processes, scheduling, training, departmental procedures, and daily Front Office operations.

This is a hands-on leadership position that works closely with the General Manager and other hotel departments to ensure operational efficiency, strong guest satisfaction, and consistent service standards.

The ideal candidate is an energetic and dependable hospitality leader who enjoys developing people, solving problems, and creating exceptional guest experiences.

We believe great work should come with great benefits. Eligible team members may enjoy:

• Medical, dental, and vision insurance
• Paid Time Off (PTO)
• 401(k) retirement plan with company match
• Company-paid life insurance
• Career growth and advancement opportunities
• Leadership and professional development programs
• Employee discount programs for travel, entertainment, wellness, pet insurance, and more
• A hospitality-focused work environment with opportunities to grow across our portfolio of hotels

• Oversee the daily operations of the Front Office and Front Desk.
• Ensure check-in, check-out, reservations, guest requests, and Front Desk transactions are handled accurately, efficiently, and according to established standards.
• Maintain a visible presence in the Front Office and actively support the team during high-volume periods.
• Monitor daily arrivals, departures, occupancy, room availability, special requests, and other information necessary for successful Front Office operations.
• Ensure Front Desk associates are knowledgeable about hotel accommodations, amenities, services, promotions, and local area information.
• Ensure applicable brand loyalty and guest recognition programs are properly administered.
• Monitor guest feedback and Front Office service scores and identify opportunities for improvement.
• Respond to guest concerns and service issues promptly, professionally, and with appropriate follow-up.
• Empower and coach Front Desk associates to resolve guest concerns within established guidelines.
• Research and resolve billing, reservation, payment, and room-related discrepancies.
• Ensure proper cash handling, payment processing, credit card, deposit, and Front Desk accounting procedures are followed.
• Maintain appropriate controls for room keys, guest information, cash, Front Desk supplies, and other sensitive materials.
• Ensure Front Office records, logs, reports, and required documentation are accurate and completed on time.
• Monitor Front Desk supplies and inventory and order items as needed in accordance with company purchasing procedures.
• Assist with room inventory, reservations, and rate availability as appropriate.
• Monitor Front Office labor, productivity, and staffing levels based on occupancy and business needs.
• Prepare departmental schedules in accordance with business forecasts, staffing needs, productivity expectations, and budget guidelines.
• Review employee time records for accuracy and ensure payroll information is submitted according to established procedures.
• Support departmental budgeting, forecasting, purchasing, and expense management.
• Ensure compliance with company policies, procedures, and applicable hotel and brand standards.
• Follow and enforce established guest privacy, safety, security, emergency, and financial procedures.

• Lead, train, coach, and develop Front Office team members.
• Participate in recruiting, interviewing, selecting, onboarding, and training Front Office associates.
• Provide clear expectations, daily priorities, and ongoing communication to the Front Office team.
• Prepare schedules and adjust staffing based on occupancy, business levels, and operational needs.
• Monitor employee performance and provide timely coaching, recognition, feedback, and corrective action as appropriate.
• Participate in performance evaluations in accordance with company procedures.
• Conduct department meetings, shift briefings, and training as appropriate.
• Ensure Front Office associates are properly trained on hotel systems, guest service standards, emergency procedures, payment processing, and applicable brand programs.
• Promote teamwork, accountability, professionalism, and a positive work environment.
• Encourage associates to anticipate guest needs and take ownership of the guest…