Manager, Front Office

Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status. To see our full list of Team Member Benefits please visit our career site:

Job Description:

COMPENSATION $80,000.00-$85,000.00

• Support in the leading, directing, and management of department operations.
• Maintain regular presence throughout the department.
• Lead and supervise all overnight front desk operations.
• Maintain a visible presence in the lobby and front desk areas.
• Ensure consistent execution of service standards and brand guidelines.
• Support and coach overnight team members to deliver luxury-level guest experiences.
• Handle escalated guest concerns and service recovery professionally and efficiently.
• Monitor operations to ensure consistent sequence of service is followed and all brand standards are properly executed.
• Work with Director of Front Office to review and develop guest history records to enhance personalized service for repeat guests.
• Regularly and clearly communicate guest arrivals and departures and additional relevant information with other departments, as needed.
• Ensure VIP arrivals and special requests are prepared and executed flawlessly.
• Review guest profiles and history to personalize service.
• Conduct lobby walkthroughs to ensure presentation and security standards are maintained.
• Ensure guest room standards are effectively maintained.
• Ensure guests’ needs and concerns are responded to in a timely, professional, and friendly manner with a focus on service recovery.
• Maintain knowledge of all property services and hours of operation; restaurant food concepts, menus, dress codes, and ambiance; day/nightlife concepts, dress codes, and ambiance; guest room types, names, layout, amenities, and locations; and room rates, special packages, and promotions.
• Oversee the nightly audit process to ensure accuracy of room revenue, folios, and daily reporting.
• Verify all transactions are balanced and posted correctly.
• Review daily revenue reports and prepare summaries for senior leadership.
• Ensure proper handling and security of cash, credit card transactions, and confidential guest information.
• Serve as the Manager on Duty during overnight hours.
• Ensure safety protocols and emergency procedures are followed.
• Coordinate with Security regarding incidents, reports, and safety concerns.
• Complete incident reports as required.
• Prepare daily handover reports for morning leadership.
• Communicate operational issues and guest concerns clearly to department heads.
• Monitor staffing levels and productivity overnight.
• Monitor and evaluate staff performance and deliver recognition and rewards.
• Promote a positive work environment for all employees and ensure all employment-related processes and documentation are in compliance.
• Conduct regular meetings with staff to communicate global programs, implement new products and procedures, and discuss areas of opportunities, special events, and other activities.
• Participate in and ensure Sound Checks are being conducted in department.
• Ensure an extraordinary experience and create loyalty to the property and Hard Rock brand by exceeding expectations through exceptional service and product quality.
• Resolve guest complaints and implement changes to prevent future issues.
• Monitor quality assurance program scores and guest feedback.
• Take corrective action when necessary.
• Ensure all property policies and procedures are fully implemented in department, including health and safety guidelines.
• Maintain effective relationships with guests.
• Present a professional image to employees, guests, clients, owners, and investors.
• Support in generating incremental revenue and brand awareness through the creation and implementation of brand relevant local events and promotions.
• Operate ethically to protect the Hard Rock brand.
• Ensure brand and business initiatives are implemented.
• Maintain confidentiality of guest, employee, and company information.

This job…