Front Office Manager

The Front Office Manager is responsible for managing and directing the day-to-day operations of the Front Office.
Must be availabletowork weekends and holidays.

As a member of the Front Office Leadership Team, the Front Desk Manager oversees and leads daily Front Office operations, ensuring smooth shift-to-shift performance and consistent delivery of exceptional guest service. This role serves as the Manager on Duty (MOD) for the Front Office and the resort, acting as a primary point of leadership support for guests and associates. The Front Desk Manager upholds operational standards, resolves concerns quickly,maintainscommunication across departments, and contributes to a positive and engaged work environment.

This position plays a key role inrepresentingresort management and ensuring thatthe mission and service culture of the property are executed consistently.

• Maintain a strong, visible presence at the Front Desk, ensuring accessibility to guests and associates.
• Serve as Manager on Duty (MOD), handlingguest, and employee concerns promptly and professionally.
• Lead service recovery efforts using approved tools and guidelines, documenting all actions accurately.
• Monitor VIPs, special requests, and guest preferences to ensure personalized service and successful stays.

• Ensure each shift is properly prepared,including reservation accuracy, room status review, and communication with Housekeeping, Engineering, and other departments.
• Supervise Front Office associates and ensure all tasks are completed accurately and on time.
• Conduct shift briefings/huddles to communicate priorities, updates, and expectations.
• Review and complete all daily reports, logs, discrepancy checks, and shift documentation before the end of each shift.
• Monitor daily inventory to ensure all room types are available and not oversold; verify credit limits and take appropriate actionon accounts; follow up on open folios and ensure they are closed ina timelyandaccuratemanner; and consistently follow up on guest complaints and requests until full resolution.
• Audit Front Deskworkregularly, including rate overrides, no-shows, adjustments, refunds, discounts, and folio accuracy.
• Ensure correct and accurate cash handling at all times.
• Oversee proper use of OPERA, Canary, andHotSOS/Hotsaucesystems, ensuring all tasks, requests, and communications are completed accurately andin a timely manner. Maintain excellent communication through these systems and verify that all associates are consistently following proper protocols.
• Ensure accuracy in all Sonificharges, gift card transactions, and Best Western Rewards redemptions, including auditing, reconciliation, and immediate reporting of discrepancies.
• Support the Front Office team during periods of heavy occupancy, typically Friday and Saturday nights, as well as Sunday mornings, ensuring smooth operations and timely guest service.

• Ensure all Front Office SOPs are followed consistently andassistin creating/updating SOPs as needed.
• Monitor queue times and adjust staffing or task allocation tomaintainefficient operations.
• Oversee security and confidentiality of guest and payment information, enforcing PCI anddata-securityprotocols.
• Respond to emergency situations and ensure associates are trained in safety and emergency procedures.
• Provide real-time coaching, counseling, guidance, and feedback to the Front Office team.
• Support recruiting, onboarding, and training of new associates in coordination with the Director of Rooms.
• Participate in 30/60/90-day check-ins and ongoing skills development for all team members.
• Address performance issues promptly and elevate concerns as needed.
• Help foster a positive and supportive work culture based on communication, teamwork, and accountability.
• Maintain open lines of communication with Housekeeping, Engineering, Sales, and Food & Beverage to ensure smooth operations.
• Ensuretimelyfollow-up on all interdepartmental needs, requests, and service issues.
• Provide the Director of Front Office with detailed shift reports, incidents, operational feedback, and recommended action items.

• Maintainparsfor supplies and ensure ordering is done responsibly to manage costs
• Review online guest reviews in coordination with the leadership team andidentifyservice trends or improvement opportunities.
• Assistin minimizing overtime and managing labor costs effectively.

• Minimum two (2) years of full-service hotel experience in Rooms Division; at least one (1) year in a supervisory role strongly preferred.
• Strong knowledge of hotel systems; OPERA PMSexperience preferred.
• Ability to work1stand 2nd shifts, including weekends and holidays.
• Excellent verbal and written communication skills.
• Strong problem-solving skills, calm under pressure, andconfidentin decision-making.
• Ability to multitask in a fast-paced environment with high guest interaction.
• High…