Front Office Manager

Job Description

Additional Information: This hotel is owned and operated by an independent franchisee, Concord Hospitality Enterprises Company. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel's employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

About The Ben West Palm

At The Ben, West Palm Beach, every corner tells a story. Part of Marriott's Autograph Collection, our hotel is inspired by the legendary Byrd "Birdie" Dewey and her famed Ben Trovato Estate-a place where creativity, sophistication, and individuality converged. Today, The Ben carries that spirit forward, blending modern luxury with a warm, story-rich atmosphere that feels "Exactly Like Nothing Else."

Perched along the waterfront, The Ben overlooks the shimmering marina and the Intracoastal Waterway, where city energy meets coastal elegance. Guests are invited to savor bold flavors at Proper Grit, our signature whisky and supper club-inspired restaurant, or enjoy rooftop Mediterranean tapas and handcrafted cocktails at Spruzzo, downtown's only water-facing rooftop lounge. With a rooftop heated saltwater pool, versatile event spaces, and a team devoted to authentic hospitality, The Ben is a destination where every moment becomes a lasting memory.

Position Overview

At The Ben, the front desk is more than a check-in point-it is the heart of our guest experience, where first impressions are made and lasting memories begin. As Front Office Manager, you are the architect of this experience, orchestrating every detail with elegance, precision, and care. You lead a team of ambassadors who embody warmth, sophistication, and attentiveness, ensuring that each guest encounter feels personal and effortless.

From anticipating needs before they arise to resolving challenges with poise, your role shapes the narrative of every stay. This is a position for a proactive, inspirational leader who thrives on creating seamless, story-worthy experiences in a dynamic, luxury environment.

Key Responsibilities

Guest Relations

Oversee all front office operations to ensure exceptional guest satisfaction.

Address guest complaints, requests, and inquiries promptly, professionally, and with warmth.

Ensure VIPs and returning guests receive tailored, personalized service.

Maintain the highest standards of guest service and hospitality across the team.

Team Management

Recruit, train, and mentor front office staff to uphold The Ben's luxury service standards.

Conduct regular performance evaluations, providing constructive feedback and coaching.

Foster a collaborative, motivated, and positive work environment.

Schedule staff to ensure appropriate coverage and operational efficiency.

Operations Management

Monitor daily front desk activities, ensuring smooth and organized operations.

Maintain a polished, welcoming, and impeccably organized front office environment.

Implement and enforce standard operating procedures for consistency and excellence.

Coordinate with other hotel departments to ensure seamless guest experiences.

Financial Management

Oversee front office budget and manage expenses responsibly.

Ensure accurate billing, cash handling, and credit card transactions.

Prepare and analyze financial reports related to front office operations.

Technology & Systems

Ensure efficient use of hotel management software and systems.

Train staff on new systems, updates, and technology.

Troubleshoot and resolve front office technology issues promptly.

Compliance & Safety

Ensure adherence to all hotel policies, procedures, and brand standards.

Maintain knowledge of local health, safety, and regulatory requirements.

Implement and monitor safety protocols to protect guests and staff.

3+ years of experience in a supervisory or management role in a front office or hospitality environment.

Proven ability to lead, coach, and motivate a high-performing team.

Exceptional communication,…