Position Summary

The Front Office Manager is responsible for overseeing the daily operations of the hotel front of house, ensuring an exceptional guest experience from arrival through departure. This position provides leadership to front desk staff, manages guest services, coordinates daily front desk activities, and serves as a key point of contact for guests and other departments.

The Front Office Manager should be professional, welcoming, organized, dependable, and able to effectively handle guest concerns and operational challenges in a fast-paced hospitality environment.

Normal Hours of Work

This is a full-time position, generally scheduled for approximately 40 hours per week.

Normal hours are 11:00AM-7:00PM, Wednesday through Sunday. Because the front desk operates according to guest needs, the Front Office Manager may occasionally be required to work evenings, holidays, or adjusted hours when business needs require.

The Front Office Manager is expected to maintain a regular management presence during peak arrival and departure periods and provide coverage or assistance when staffing needs arise.

Essential Duties and Responsibilities

• Oversee the daily operation of the front desk and guest services.
• Ensure the front desk is properly staffed and operating efficiently.
• Supervise front desk employees and provide direction, coaching, and support.
• Prepare or assist with employee schedules and ensure appropriate coverage.
• Monitor arrivals, departures, room assignments, reservations, and guest requests.
• Ensure accurate completion of front desk procedures, cash handling, and daily paperwork.
• Maintain knowledge of property policies, procedures, services, amenities, and local attractions.
• Ensure the front desk and lobby areas remain clean, organized, professional, and welcoming.

Special Skills

• Leadership and Team Management: Ability to lead, motivate, train, and hold staff accountable while maintaining a positive and professional work environment.
• Exceptional Guest Service: Strong ability to anticipate guest needs, create a welcoming experience, and resolve concerns with professionalism and sound judgment.
• Conflict Resolution: Ability to calmly and effectively handle complaints, difficult situations, and challenging guest interactions while protecting the interests of the property.
• Problem-Solving: Ability to quickly assess situations, make appropriate decisions, and find practical solutions with minimal supervision.
• Communication: Excellent verbal and written communication skills, with the ability to communicate effectively with guests, employees, management, and other departments.
• Multitasking and Organization: Ability to manage multiple responsibilities simultaneously while maintaining accuracy, organization, and attention to detail.
• Decision-Making: Ability to make timely, reasonable decisions regarding guest service, staffing, operational issues, and unexpected situations.
• Attention to Detail: Strong attention to reservations, guest accounts, room assignments, payments, reports, and other front desk documentation.
• Hospitality Knowledge: Understanding of front desk procedures, reservations, check-in/check-out processes, guest relations, hotel operations, and hospitality standards.
• Computer and Technology Skills: Ability to efficiently use property-management systems, reservation systems, point-of-sale systems, email, Microsoft Office or similar software, and other front desk technology.
• Cash-Handling and Financial Awareness: Ability to accurately handle cash, credit card transactions, deposits, refunds, adjustments, and daily financial reporting.
• Staff Scheduling: Ability to assist with creating and adjusting employee schedules while maintaining appropriate front desk coverage.
• Professionalism: Ability to consistently represent the property in a friendly, professional, and dependable manner.
• Adaptability: Ability to remain