Front Office Manager

As Front Office Manager, you'll be the welcoming face and steady hand that ensures every guest's arrival—and departure—feels personal, seamless, and warm. You'll lead the front desk team with purpose and presence, creating an environment where team members feel empowered and guests feel genuinely cared for. Whether solving a challenge behind the scenes or offering a warm welcome in the lobby, you bring calm, clarity, and a guest-first mindset to every shift. With an eye on service and a heart for hospitality, you'll set the tone for how our hotel is experienced from the moment guests walk through the door. In this role, you will: Lead, coach, and support the front desk team to deliver exceptional, anticipatory service with efficiency and grace. Create a culture of ownership and accountability where team members take pride in the guest experience and feel confident handling challenges. Ensure daily operations run smoothly—from check-ins and check-outs to billing accuracy and guest requests. Partner with Housekeeping, Engineering, and other departments to maintain room readiness, resolve issues promptly, and ensure guest satisfaction. Handle escalated guest concerns with professionalism and care, turning problems into positive experiences. Oversee scheduling, training, and performance development for front desk team members. Monitor and manage front office expenses, labor forecasting, and adherence to brand standards. Support and model a hospitality mindset that's consistent, heartfelt, and aligned with the overall brand promise. Provide hands-on support to valet operations as needed, ensuring seamless guest arrival and departure experiences and maintaining a unified front-of-house team approach This is a role for a hands-on, service-driven leader who thrives in fast-paced environments and believes that the front desk is the heart of the hotel. You're detail-oriented, emotionally intelligent, and always thinking one step ahead—ensuring that guests and team members alike feel seen, supported, and welcomed. You'll be the leader behind first impressions, lasting memories, and the everyday rhythm of our lobby experience. Education and/or Experience Bachelor's degree in Hospitality Management, Business Administration, or related field preferred Minimum 3-5 years of progressive front office experience with at least 1-2 years in supervisory or management role Experience with luxury or boutique hospitality properties strongly preferred Proven track record of revenue optimization and guest satisfaction improvement Specific Job Knowledge, Skills and Abilities Expert proficiency in hotel property management systems and revenue management principles Advanced conflict resolution and customer service recovery techniques Strong financial acumen with understanding of hotel operations, room revenue, and profit optimization Exceptional communication skills with ability to de-escalate tense situations and build rapport with diverse clientele Leadership capabilities including staff development, performance management, and team motivation Comprehensive knowledge of hospitality industry standards, safety protocols, and guest service best practices Physical Demands Ability to stand for extended periods and move quickly throughout the front office and lobby areas Capability to work flexible schedules including evenings, weekends, and holidays Physical stamina to handle the fast-paced, high-energy environment of hotel operations Visual and auditory acuity to monitor lobby activities and detect potential emergency situations Ability to maintain professional composure under pressure and during challenging guest interactions

Job Type:

Full-Time Exempt Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Health insurance Paid time off Referral program Vision insurance About The Company Practice Hospitality manages hotels differently. A growing company with opportunities for advancement, we infuse hotels with style, spirit, and soul. We inspire, innovate and advocate. We deliver results and do well by our owners because we respect the individuality that we all bring to the table, the connectedness of our world and the impact we have on our community. We are looking for someone who thinks big because, at Practice Hospitality, we value creativity, emotional intelligence, problem solving and innovation. This is an opportunity to be an integral part of a team that supports one another, is empowered, and holds themselves accountable. If you bring your A game every day and pursue excellence with tenacity, we want to invest in your professional and personal growth. But, more than anything, we are looking for good humans who care; about our guests, each other and making every moment together enriching, fulfilling and fun.

Source:

Hospitality Online