Front Office Manager

Job Summary

Oversee the Front Desk and Transportation shifts, ensuring the seamless movement of guests and delivering exceptional guest service. Act as Manager on Duty when required and respond to emergency codes.

• Manage and motivate all front office associates with daily supervision, including staffing, training, counseling, and performance monitoring.
• Oversee the front desk and PBX operations, ensuring agents adhere to guidelines and scripting.
• Run shifts, physically performing check‑in/check‑out procedures and other guest service activities.
• Review VIP reservations and guest resumes; pre‑register guests and coordinate with other departments for proper handling of guests and groups.
• Communicate verbally and in writing with guests and associates, providing clear instructions and supporting staff performance.
• Organize and conduct pre‑shift meetings to disseminate pertinent information.
• Maintain calmness and alertness during emergencies or heavy activity, resolving complications such as location changes or credit issues.
• Address guest concerns and complaints, conduct thorough research to develop effective solutions, and negotiate outcomes while logging all issues and resolutions.
• Oversee the membership program, ensuring members receive appropriate recognition in line with company standards.
• Coordinate with security and the Manager on Duty for suspicious activities or incidents.
• Perform room inspections and maintain open communication with all property‑operating departments.
• Assist in other departments, conduct cross‑training, and promote products and services to target guests.

• Attend all property meetings as necessary.
• Locate bell assistance or escort guests to their rooms when appropriate.
• Report suspicious persons or activity to security, the Manager on Duty, or local authorities.
• Perform room inspections involving bending, stooping, reaching, and continuous movement across all floors.
• Maintain open communication with all property‑operating departments.
• Other duties as assigned by the supervisor (e.g., cross training, assisting in other departments).
• Direct and implement plans for quality, consistency, and product presentation.

• Effectively deal with internal and external customers, demonstrating patience, tact, and diplomacy.
• Organize and supervise staff, training them on systems and brand standards.
• Accurately input, retrieve, and manage information using moderately complex computer systems.
• Establish and maintain effective working relationships with associates, customers, and patrons.
• Read, listen, and communicate effectively in English, both verbally and in writing.
• Stand for long periods, walk, bend, reach, and move continuously to oversee the area and inspect rooms.
• Possess basic computational and computer skills.
• Possess extensive knowledge of the property, its services, and facilities.
• Understand federal, state, and local laws governing equal employment opportunity, civil rights, occupational safety and health, wage and hour issues, and labor relations (e.g., Title VII, ADA, FLSA).

• High school graduation or equivalent education and experience; college degree with a hotel major preferred.
• Prior front office leadership experience required.

All associates must maintain a neat, clean, and well groomed appearance in accordance with company standards.

Exempt.

All associates must comply with company standards, rules, and regulations. Violations or irregular attendance may result in disciplinary action up to termination. The hospitality business operates 24/7, requiring varying schedules, weekends, holidays, and overtime. Associates may attend meetings or departmental events as needed.

I have read, or had read to me, the preceding job description. I agree to follow it to the best of my ability.