Manager Front Office

The Front Office Manager is responsible for overseeing the daily operations of the Front Office Department, ensuring exceptional guest service, efficient hotel operations, and a welcoming atmosphere for all guests. This position leads the front desk team, manages guest relations, oversees room inventory and reservations, and collaborates with other departments to support hotel performance and guest satisfaction.

The ideal candidate is a hands‑on leader with strong communication, organizational, and problem‑solving skills who can balance operational efficiency, team development, and personalized guest service in a small- to mid-sized hotel environment.

Front Office Operations

• Oversee daily Front Office operations, including guest check-in and check-out, reservations, room assignments, guest billing, and cashiering procedures.
• Ensure the Front Desk is properly staffed and operationally prepared to meet daily business demands.
• Monitor room availability, occupancy, arrivals, departures, VIPs, and special requests to ensure a seamless guest experience.
• Maintain accurate guest information, room status, and reservation records within the hotel's property management system (PMS).
• Ensure compliance with established hotel procedures, service standards, cash-handling requirements, and credit policies.
• Coordinate with Housekeeping and other departments to ensure timely room readiness and efficient communication of room status.
• Support the Front Desk during peak periods and assist with daily operational needs as necessary.

Guest Relations and Service Excellence

• Promote a guest-focused culture by ensuring consistent, professional, and personalized service.
• Respond promptly and effectively to guest concerns, complaints, and service recovery opportunities.
• Handle escalated guest issues with professionalism, sound judgment, and appropriate follow-up.
• Monitor guest feedback, online reviews, and satisfaction scores to identify opportunities for improvement.
• Anticipate guest needs and ensure special requests, VIP arrangements, and repeat guest preferences are addressed.
• Build positive relationships with guests while maintaining hotel service standards and policies.

Team Leadership and Development

• Recruit, interview, hire, train, and develop Front Desk team members.
• Prepare and manage staff schedules based on occupancy, forecasted business, and operational needs.
• Provide ongoing coaching, feedback, and performance management to support team member success.
• Conduct regular department meetings and communicate hotel updates, service expectations, and operational priorities.
• Promote teamwork, accountability, and professional conduct within the department.
• Ensure team members are knowledgeable about hotel amenities, services, local attractions, emergency procedures, and guest service standards.
• Support cross-training and professional development opportunities.

Revenue and Financial Management

• Monitor room inventory, rates, availability, and reservations to support occupancy and revenue goals.
• Coordinate with Revenue Management and hotel leadership regarding rate strategies, overbooking concerns, room availability, and business forecasts, as applicable.
• Review daily reports, occupancy levels, arrivals, departures, and other key operational metrics.
• Ensure accurate guest billing, payment processing, deposits, and cash reconciliation.
• Identify opportunities to improve operational efficiency, increase guest satisfaction, and support hotel profitability.

Safety, Security, and Compliance

• Ensure compliance with hotel policies, standard operating procedures, and applicable federal, state, and local regulations.
• Maintain the confidentiality and security of guest information, payment details, room assignments, and access…