Front Office Manager

Front Office Manager

The Front Office Manager (FOM) is responsible for leading a cohesive Front‑of‑House team known as the Front Office (FO) that fosters a positive business environment and consistently delivers exceptional service to Georgia Center (GC) guests, visitors, and staff.

• Assistant Front Office Managers (AFOM)
• Front Office Supervisors – Front Desk (FOS)
• Front Office Supervisors – Concierge (FOS)
• Front Desk Clerks
• Night Auditors
• Reservationists
• Group Room Coordinator
• Front Desk student staff
• Concierge student staff

In addition to overseeing all FO service operations and ensuring guest and employee satisfaction, the FOM oversees human resources, general maintenance, and financial results of the teams assigned. The FOM will also:

• Analyze workflow, establish priorities, develop standard operating procedures (SOP), and set goals and objectives.
• Perform high‑level administrative tasks such as scheduling staff, hiring, firing, training, performance evaluations, payroll, and developing policies and procedures within the hotel division.
• Take a leadership role in division technology applications, training, and implementation of systems utilized by the hotel division.
• Be the point person for monitoring customer feedback through various channels and ensure appropriate communication in response.
• Track and report on all division metrics as required by the Hotel General Manager and review, approve, process, and track division accounts payable.
• Perform all other duties and schedules as assigned by senior GC leadership.

• Provide vision, leadership, strategy, and accountability to inspire FO team members to deliver exceptional service focused on guests through employee development and motivation.
• Recruit, hire, train, supervise, and evaluate FO staff.
• Ensure the FO has necessary resources and support, including proper staffing and training, to meet operational standards.
• Communicate operational expectations via shift communications, staff meetings, and division meetings.
• Create an open forum for discussion of all work‑related issues and foster a culture of teamwork.
• Ensure all safety and emergency management policies, programs, and training steps are developed, implemented, and monitored.

• Develop, update, and enforce SOPs that set the expectations for all responsibilities.
• Define success metrics for each area of responsibility and implement performance and presentation standards.
• Apply the philosophy behind Credo, Motto, Steps to Service, and Standards of Excellence to all team activities.
• Ensure team members understand standards for presentation, professionalism, communication, phone etiquette, and rote behaviors.

• Partner with the HGM to develop a sales plan contributing to optimum market share; oversee implementation and submit recommendations.
• Create staffing standards for scheduling based on arrival, stayover, departure, and non‑hotel visitor patterns.
• Balance labor costs with budget standards and explain variances.
• Monitor purchasing and inventory controls to stay within budgeted guidelines.
• Review invoices for accuracy, approve when verified, and ensure timely submission.
• Ensure accurate reporting within assigned deadlines.

• Respond promptly to guest feedback and thank guests for sharing experiences.
• Practice service recovery techniques for issues or scores below acceptable thresholds.
• Communicate issues with the appropriate unit/staff for correction or training.
• Present weekly, monthly, and annual results highlighting areas of excellence, opportunity, and trends.

• Develop and implement training programs for all positions, directing trainers and trainees on expected activities and results.
• Ensure new employees complete training and document it in personnel files; take corrective action for deficiencies.
• Monitor effectiveness of training programs via observation, customer feedback, and employee surveys; recommend and monitor changes.

• Positive attitude and outgoing personality.
• Excellent verbal and written communication skills.
• Strong organizational and…