Front Office Manager - SpringHill Suites Times Square

The Front Office Manager is the department head for the Front Office and responsible for all day-to-day operations including, but not limited to;
Guests’ arrival and departure experience, ensuring that all department finances are reported accurately, maintaining proper PAR levels of department supplies, reporting month-end inventory to the General Manager, maintaining all Marriott and M&R Standards and driving all KPIs. Working alongside the General Manager and Assistant General Manager, the Front Office Manager is a member of the Hotel’s leadership team and is expected to be both proactive and resourceful when operational obstacles or other concerns are observed or brought to their attention.

The Front Office Manager must be the Hotel’s Brand Champion and work to ensure that all Front of the House associates understand the expectations set forth by both Marriott and M&R in regard to guest satisfaction and appropriate responses to guest concerns.

• Directly supervise, and coach all Front Office staff, including the Assistant Front Office Manager, Guest Service Agents, Night Auditors and Bellmen.
• Recruit, interview, hire, and train Front Office associates in partnership with the General Manager, Assistant General Manager and People & Culture team.
• Conduct regular performance evaluations, deliver coaching and corrective action, and support associate development and succession planning within the department.
• Lead daily pre-shift meetings and weekly department meetings to communicate goals, brand updates, and property priorities.
• Foster a positive, service-driven team culture that supports associate engagement and retention.
• Drive KPI’s including but not limited to; ITR, RevPAR, OCC%, Bonvoy Enrollments, etc.

• Maintain all Brand Standards pertaining to Guests’ Arrival and Departure.
• Personally engage with guests, resolve escalated complaints and service recovery situations, and follow up to ensure satisfaction.
• Monitor guest satisfaction scores (e.g., ITR, Guest Voice, etc.) and implement action plans to address trends.
• Serve as the Manager on Duty (MOD). Availability to work evenings, weekends, and holidays as business needs require.
• Ensure VIP, loyalty member, and special-occasion guests receive appropriate recognition and amenities per brand standards.
• Drive associate awareness of ITR, key detractors and key contributing factors that influence the Hotel’s scores.
• Ensure that Brand Standards pertaining to Bonvoy Enrollments, CEC Cases, GXP Chat reply times and other Marriott metrics fall under the responsibility of the Front Office.

• Oversee daily Front Desk and Night Audit operations to ensure smooth, accurate, and efficient service delivery.
• Proficient in the hotel's property management system (PMS) and all interfacing hotel systems; serve as the property's subject-matter expert for Front Office technology.
• Retrieve, review, and distribute daily and period-end reports in a timely fashion (e.g., STAR Report, occupancy forecasts, arrivals/departures).
• Develop and post the weekly work schedule for Front Desk employees in line with labor budgets and occupancy forecasts.
• Coordinate room assignments and blocking with Housekeeping and Sales to support group, VIP, and special-request needs.
• Prepare and distribute function sheets and relevant Front Office updates at the weekly Management Meeting.
• Open IT tickets with Marriott when systems are down or require the attention of a Third-Party Vendor.

• Ensure that all daily revenue reporting is…