Front Office Manager

About the role

Assists the Front Office Manager in administering front office functions and supervising staff across Bell/Door Staff, Switchboard and Guest Services/Front Desk, ensuring efficient check‑in/check‑out processes and guest satisfaction.

Key responsibilities

• Manages day‑to‑day front office operations, maintaining quality standards and meeting customer expectations.
• Develops goals and plans to prioritize, organize, and accomplish work.
• Handles complaints, resolves disputes, and negotiates with guests and staff.
• Supervises staffing levels to meet service, operational, and financial objectives.
• Communicates business objectives, recognizes performance, and drives results.
• Leads and influences the Front Desk team, fostering trust, respect, and cooperation.
• Acts as a role model, supervising all Front Office areas in the absence of senior managers.
• Delivers exceptional customer service, coaching staff and responding to guest issues.
• Implements service programs, trains staff on credit policies, and maximizes room revenue.
• Ensures compliance with property policies, SOPs, and disciplinary procedures.
• Supports HR activities such as coaching, feedback, hiring assistance, orientation, and discipline.
• Performs Front Desk duties and runs shifts as needed.

Required profile

• High school diploma or GED with at least 2 years of guest services or front desk experience.
• Or a 2‑year degree in Hotel & Restaurant Management, Hospitality, Business Administration, or related field (no experience required).