Front Office Manager

Front Office Manager

Salary Range $65,000 - $75,000 annually.

At Canopy by Hilton Baltimore Harbor Point, we deliver a vibrant, neighborhood‑inspired guest experience in the heart of Baltimore’s waterfront community. We believe hospitality is personal—rooted in genuine connections, thoughtful service, and a commitment to excellence. Our team sets the tone for every stay, creating welcoming moments that reflect the energy, culture, and character of Harbor Point.

We’re looking for a Front Office Manager who leads with confidence, communicates with clarity, and thrives in a fast‑paced, guest‑focused environment. This role is essential to ensuring seamless operations, exceptional service delivery, and a positive team culture.

The Front Office Manager is responsible for overseeing all front office operations, ensuring outstanding guest service, operational efficiency, and team engagement. As a leader, you manage daily front desk functions, drive service excellence, support revenue and guest satisfaction goals, and develop team members to perform at their best. The ideal candidate is a hands‑on leader who balances operational discipline with a warm, approachable leadership style and a strong sense of accountability.

• Ensure all guests receive prompt, professional, and personalized service from arrival to departure
• Resolve guest concerns and service recovery situations with urgency and professionalism
• Maintain high guest satisfaction scores and service standards aligned with brand expectations
• Monitor lobby presence and guest interactions to ensure a welcoming and engaging environment
• Lead by example in delivering exceptional hospitality and creating memorable guest experiences

• Oversee daily front office operations, including front desk, guest services, and night audit
• Ensure accurate room assignments, billing, and reservation management
• Maintain compliance with brand standards, policies, and operational procedures
• Monitor occupancy, room availability, and service flow to support operational efficiency
• Coordinate closely with Housekeeping, Engineering, and other departments to ensure readiness and service delivery

• Recruit, train, coach, and develop front office team members
• Conduct performance evaluations and provide ongoing feedback and support
• Foster a positive, inclusive, and accountable team culture
• Create and manage staff schedules to ensure appropriate coverage and productivity
• Lead daily stand‑up meetings and communicate operational priorities clearly

• Support budget management, labor control, and expense monitoring
• Review daily reports and ensure accuracy in cash handling and financial transactions
• Monitor payroll, overtime, and staffing levels to align with operational needs
• Assist in achieving departmental revenue and profitability goals
• Maintain accurate records and ensure compliance with company policies

• Ensure adherence to safety, security, and emergency procedures
• Maintain compliance with brand, company, and regulatory requirements
• Support training initiatives related to workplace safety and guest security
• Respond appropriately to incidents and document reports as required

• Minimum 2–3 years of hotel front office supervisory or management experience
• Strong leadership, communication, and problem‑solving skills
• Experience in an upscale, lifestyle, or full‑service hotel environment preferred
• Proficiency in hotel property management systems (e.g., Opera, OnQ, or similar)
• Ability to manage multiple priorities in a fast‑paced environment
• Strong attention to detail and organizational skills
• Flexibility to work evenings, weekends, and holidays as operational needs require

• Guest Service Excellence
• Team Leadership & Coaching
• Operational Accountability
• Conflict Resolution
• Communication & Professionalism
• Time Management
• Decision‑Making Under Pressure

• Fast‑paced hospitality environment requiring frequent interaction with guests and team members
• Ability to stand, walk, and move throughout the property for…