Front Office Manager Position Available In Washington, Tennessee

Front Office Manager (part of IHG Hotels & Resorts) 3.7 3.7 out of 5 stars 101 West Springbrook Drive, Johnson City, TN 37604 Here’s a comprehensive job description for a Front Office Manager in a busy hotel:

Job Title:

Front Office Manager Department:

Front Office Reports To:

General Manager /

Assistant General Manager Job Type:

Full-time, Location:

Job Summary:

The Front Office Manager is responsible for overseeing all aspects of the hotel’s front office operations, including guest registration, reservations, guest services, and night audit. This role is crucial in creating a positive and memorable guest experience, ensuring efficient and smooth operations, and maintaining high standards of customer service in a fast-paced and demanding environment. The Front Office Manager leads, motivates, and develops the front office team to achieve departmental and hotel goals, while also resolving guest issues and handling administrative tasks.

Key Responsibilities:

Operational Management:

Oversee daily front office operations, ensuring seamless check-ins, check-outs, and guest services. Manage and optimize room inventory, rates, and availability in conjunction with the revenue management team. Monitor and maintain high standards of cleanliness and organization at the front desk and lobby areas. Ensure compliance with all hotel policies, procedures, and brand standards. Implement and enforce security procedures for guests and staff. Oversee the night audit process and ensure accuracy of daily reports. Handle cash management, credit card processing, and billing procedures accurately. Participate in the Manager on Duty (MOD) rotation as required.

Guest Service & Experience:

Lead by example in delivering exceptional guest service, anticipating needs, and resolving complaints promptly and effectively to ensure guest satisfaction. Monitor guest feedback (e.g., surveys, online reviews) and implement strategies for continuous improvement. Handle escalated guest issues and provide appropriate solutions, often under pressure. Develop and maintain strong relationships with regular guests and VIPs.

Team Leadership & Development:

Recruit, hire, train, and onboard new front office associates. Develop and implement ongoing training programs for the front office team (e.g., customer service, system proficiency, upselling techniques). Conduct performance reviews, provide constructive feedback, and develop career paths for team members. Create and manage work schedules to ensure adequate staffing levels at all times, especially during peak periods. Foster a positive and collaborative work environment, promoting teamwork and high morale. Address performance issues and implement disciplinary actions as needed.

Financial & Administrative:

Monitor departmental expenses and contribute to budget planning. Ensure accuracy of guest billing and resolve any discrepancies. Prepare and analyze daily, weekly, and monthly reports (e.g., occupancy, revenue, guest satisfaction). Manage inventory of front office supplies and order as needed. Work closely with other departments (Housekeeping, Sales, Maintenance) to ensure smooth hotel operations.

Qualifications:

Experience:

Minimum1 of 3-5 years of progressive experience in front office operations within a hotel setting. At least 1-2 years of experience in a supervisory or management role within a hotel front office. Experience in a busy, high-volume hotel is highly preferred.

Skills:

Exceptional interpersonal and communication skills (verbal and written). Strong leadership, coaching, and team-building abilities. Excellent problem-solving and decision-making skills, especially under pressure. Proficiency in hotel property management systems (PMS) (e.g., Opera, Fosse, OnQ) and Microsoft Office Suite. Strong organizational skills and attention to detail. Ability to multitask and prioritize effectively2 in a dynamic environment. Knowledge of local attractions, dining, and transportation is a plus.

Attributes:

Guest-focused with a passion for service excellence. Professional demeanor and appearance. Positive attitude and ability to motivate others. Adaptable and flexible to changing demands and schedules. High level of integrity and discretion.

Physical Requirements:

Ability to stand for extended periods. • Ability to work a flexible schedule, including evenings, weekends, and holidays, as required by the business needs of a 24/7 operation.

Job Type:

Full-time Pay:

$14.00 – $16.00 per hour

Benefits:

401(k) Dental insurance Employee discount Flexible schedule Health insurance Paid time off Vision insurance

Schedule:

Evening shift Monday to Friday Morning shift Weekends as needed

Work Location:

In person