Front Office Manager

About the role

The Front Office Manager is responsible for all front office functions and staff, including Bell Staff, Switchboard Operations, Guest Services/Front Desk, and Retail/Gift Shop where applicable. As a department head, you will direct managers and employees to execute guest arrival and departure procedures, continuously improve guest and employee satisfaction, and maximize the department's financial performance.

Key responsibilities

• Lead, coach, and supervise the Guest Services team, fostering trust, respect, and high performance while ensuring day‑to‑day operations run smoothly.
• Achieve and exceed performance, budget, and team goals; manage staffing levels, controllable expenses, and align Front Office operations with overall property financial objectives.
• Ensure compliance with all Front Office policies, standards, and procedures, and administer disciplinary actions consistently.
• Deliver exceptional customer service, resolve guest complaints, and use feedback to drive continuous improvement.
• Identify developmental needs, conduct coaching and mentoring, manage performance appraisals, and oversee hiring for the Front Office.
• Analyze operational challenges, develop solutions, and communicate updates to executives and peers.

Required profile

• High school diploma or GED with 4 years of guest services/front desk experience, OR a 2‑year degree in Hotel & Restaurant Management, Hospitality, Business Administration, or related field with 2 years of relevant experience.
• Demonstrated leadership, integrity, and ability to influence and motivate a diverse team.