Front Office Manager - ROOST

ROOST Baltimore is seeking an experienced, hands-on Front Office Manager to oversee the day-to-day Front Office and Food & Beverage operations of the property. This role is responsible for ensuring seamless operations across guest-facing and back-of-house areas while maintaining ROOST's standards for hospitality, service, cleanliness, and overall guest experience. The Front Office Manager will lead and develop a team of hospitality professionals, serve as a key point of contact for guests and associates, and work closely with Housekeeping, Maintenance, Reservations, and property leadership.

The ideal candidate is a highly organized, service-driven leader who thrives in a dynamic environment and enjoys being actively involved in daily operations.

• Lead, motivate, and inspire team members to consistently deliver exceptional service and exceed guest expectations.
• Provide ongoing coaching, training, and development to ensure team members have the knowledge and resources necessary to perform their roles effectively.
• Set clear performance expectations, provide regular feedback, and address performance concerns in a timely and constructive manner.
• Maintain a visible presence throughout the property and support the team during peak periods and high-volume operations.
• Ensure prompt, courteous, and efficient service while maintaining ROOST's welcoming and hospitable atmosphere.
• Respond to guest concerns and service recovery opportunities promptly and professionally, working toward thoughtful and effective resolutions.
• Foster a guest-centric culture that encourages proactive engagement, personalized interactions, and attention to detail.
• Identify opportunities for team development and career advancement while providing coaching and mentorship to support professional growth.
• Foster a positive work environment built around teamwork, communication, accountability, respect, and mutual support.
• Partner with property leadership to continuously identify opportunities to improve operations, enhance the guest experience, and drive revenue.

• Oversee daily Front Office operations and ensure opening, closing, and daily operational procedures are completed accurately.
• Serve as the primary operational point of contact for Front Desk Agents and provide hands-on leadership throughout daily shifts.
• Monitor, train, and supervise Front Desk team members, ensuring established procedures and service standards are consistently followed.
• Oversee operational tasks associated with arrivals, departures, extended stays, and weekly stays.
• Review reservations and guest profiles to ensure requests, preferences, and special accommodations are properly documented and fulfilled.
• Create and post invoices and assist with reservation auditing, billing, and general accounting-related responsibilities.
• Assist with monitoring A/R aging and resolving outstanding billing matters.
• Work closely with Housekeeping to monitor room readiness, quality control, cleanliness, and adherence to ROOST standards.
• Coordinate with Housekeeping, Maintenance, Reservations, and other departments to resolve guest concerns and ensure seamless communication.
• Assist with the development, implementation, and ongoing improvement of Front Office SOPs and operational procedures.
• Monitor daily operations for opportunities to streamline processes, improve efficiency, and elevate the guest experience.

• Oversee daily Food & Beverage operations, including café, market, and dining areas.
• Ensure proper setup, service flow, presentation, cleanliness, and organization throughout all Food & Beverage…