Front Office Manager

• Pay or shift range: $75,000 USD to $80,000 USD
  The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

Essential Job Duties and Responsibilities

• Leadership & Team Management:
  • Supervise and motivate the Front Desk team, providing guidance, training, and support to ensure high levels of guest satisfaction.
  • Manage daily operations of the front desk, including staffing, scheduling, and delegating tasks to ensure efficient workflows.
  • Monitor team performance and provide regular feedback, including conducting performance reviews and setting goals.
  • Handle recruitment, training, and development of front office staff, ensuring adherence to company policies and service standards.
• Guest Service & Problem Resolution:
  • Ensure that all guests receive a warm, welcoming check-in and check-out experience, addressing any concerns or requests promptly and professionally.
  • Resolve complex guest issues or complaints, ensuring high levels of guest satisfaction and following up to ensure resolution.
  • Provide guidance on handling guest requests, special accommodations, and unique situations to front desk agents.
  • Ensure that all guests depart with a positive impression of their stay, including addressing any final billing or service-related issues.
• Team Supervision & Staff Development:
  • Supervise and lead a team of Front Desk Agents, ensuring they meet or exceed service expectations.
  • Schedule shifts, monitor attendance, and ensure adequate staffing levels to meet operational needs.
  • Train and mentor new Front Desk Agents, providing guidance and support to develop their skills and ensure adherence to hotel policies and procedures.
  • Lead by example, demonstrating excellent customer service, attention to detail, and professionalism.
  • Maintain team motivation and morale by fostering a positive work environment.
• Daily Operations Management:
  • Oversee the smooth operation of the Front Desk, ensuring that all guest inquiries, reservations, and requests are handled efficiently and accurately.
  • Monitor and manage room availability and ensure that all guest needs are met according to the hotel’s standards.
  • Conduct regular quality checks to ensure that all Front Desk procedures are being followed properly.
• Administrative & Reporting Tasks:
  • Ensure that guest information is accurately entered into the reservation system and billing is correct.
  • Handle financial transactions such as cash handling, credit card verification, and posting charges accurately.
  • Prepare reports on daily operations, occupancy, revenue, and guest satisfaction metrics, providing feedback to management for continuous improvement.
• Security & Safety:
  • Ensure the safety and security of guests, team members, and hotel property at all times.
  • Adhere to all hotel policies and procedures related to emergency protocols, health, and safety guidelines.
• Inventory & Supply Management:
  • Ensure that Front Desk supplies, such as registration forms, key cards, brochures, and office equipment, are adequately stocked and organized.
  • Perform inventory checks as needed and coordinate ordering of supplies.

Education and/or Experience

• High School Diploma or equivalent required.
• A degree in Hospitality Management or a related field is a plus.
• Previous experience in a front desk or supervisory role in a hotel environment is required.
• Experience with hotel reservation systems (e.g., InforHMS, Alice, or similar).

Skills/Specialized Knowledge

• Strong communication skills, both written and verbal.
• Exceptional interpersonal skills with the ability to remain calm and professional under pressure.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Strong attention…