Front Office Manager

Front Office Manager | Inspire the Team. Own the Experience. Raise the Standard.

Western States Lodging & Management is seeking an experienced Front Office Manager who can bring strong leadership, operational expertise, and genuine hospitality to one of the most visible areas of the hotel.

This role takes ownership of Front Office performance, developing team members, improving guest satisfaction, maintaining brand standards, and partnering across departments to deliver a seamless hotel experience. Guided by our mission of Serving You Like Family
, you’ll combine operational accountability with a personal approach to hospitality.

• Competitive Pay - $42,000 - 46,000 annually.
  • The starting rate is based on experience and qualifications. This position participates in our compensation program, which provides opportunities for future pay growth based on performance and career development.
• 401(k) with a dollar-for-dollar company match up to 4%
• Hotel discounts at select Western States Lodging & Management properties

• Medical, Dental, and Vision insurance plans plus Health Savings Account (HSA) options
  • Optional supplemental benefits, including accident, critical illness, hospital indemnity, and other coverage options.
• Personal Time Off (PTO) and Vacation benefits

• Direct day-to-day Front Office operations with a focus on service, efficiency, accountability, and brand compliance.
• Hire, onboard, train, coach, schedule, and develop Front Desk and Guest Services team members.
• Manage departmental payroll and staffing levels based on occupancy, business volume, and operational needs.
• Conduct performance evaluations, coaching conversations, corrective actions, and other performance-management activities in accordance with company policy.
• Lead service recovery and personally resolve complex guest concerns, billing disputes, and escalated situations.
• Monitor guest satisfaction results, brand cases, reviews, and feedback to identify trends and implement improvement strategies.
• Respond appropriately to guest feedback through applicable review and brand platforms.
• Ensure compliance with Hilton brand standards, required training, operating procedures, and audit expectations.
• Partner with hotel leadership to communicate and implement brand initiatives and operational changes.
• Oversee room assignments and inventory management to support occupancy, special requests, groups, VIPs, and operational priorities.
• Maintain strong communication with Housekeeping, Maintenance, Sales, Food & Beverage, and other departments.
• Ensure accurate MOD logs, guest incident documentation, compensation records, and follow-up.
• Oversee Front Office cash controls, cashier deposits, reconciliations, and discrepancy resolution.
• Manage departmental purchasing, Front Desk and Suite Shop inventory, invoice coding, and operating expenses.
• Monitor labor and departmental P&L performance against budget and identify opportunities to improve efficiency.
• Drive membership enrollment, upselling, and other Front Office revenue opportunities.
• Develop, implement, and maintain Front Office SOPs to promote consistency and accountability.

• High school diploma or equivalent required; hospitality, business, or related education preferred.
• 3+ years of hotel or hospitality experience, preferably within a full-service or branded hotel environment.
• Previous Front Office supervisory or management experience strongly preferred.
• Strong understanding of Front Office operations, room inventory, cash controls, guest-service workflows, and hotel systems.
• Experience interpreting guest satisfaction data and developing action plans to improve results.
• Experie…