Front Office Manager

Front Office Manager 1020 University Parkway, Sarasota, FL 34234 From $18 an hour - Full-time From $18 an hour - Full-time Position Summary We are seeking an experienced and service-driven Front Office Manager to lead evening front desk operations and serve as the Manager on Duty (MOD) during PM shifts. This role is responsible for ensuring exceptional guest experiences, maintaining operational efficiency, supporting hotel safety and security standards, and providing leadership to front desk and night audit teams. The ideal candidate is highly organized, guest-focused, and experienced in hotel operations within branded hospitality environments. Key ResponsibilitiesFront Desk Leadership Supervise evening front desk agents and night auditors to ensure smooth daily operations. Manage guest check-ins, check-outs, and room assignments efficiently and professionally. Resolve escalated guest complaints with empathy, professionalism, and sound decision-making. Monitor daily room rates, availability, and discrepancies within the Property Management System (PMS). Conduct shift briefings to communicate occupancy updates, group arrivals, VIP guests, and special requests. Ensure compliance with hotel brand standards, guest service expectations, and operational procedures. Manager on Duty (MOD) Operations Serve as the primary authority figure on property during PM shifts. Perform regular property walks to ensure cleanliness, safety, security, and operational readiness. Respond to emergencies, accidents, guest incidents, and alarms in accordance with hotel policies and procedures. Coordinate with housekeeping and maintenance teams to identify and resolve operational issues promptly. Document all incidents, guest concerns, operational updates, and shift activities in the daily MOD report. Support team members and departments as needed to maintain a seamless guest experience. Financial & Administrative Duties Verify cash drawer counts and oversee front desk safe cash drops. Process billing adjustments, corporate account routing, and credit card dispute resolutions. Train and mentor newly hired front desk agents on hotel systems, guest service standards, and enrollment programs. Assist with scheduling, shift coverage, and daily operational reporting as required. Maintain accurate records and ensure adherence to company financial and administrative policies. Qualifications & Skills Experience Minimum of 2 years of hotel front desk experience preferred, including experience in both full-service and select-service hotel operations. Minimum of 1 year of supervisory or Manager on Duty (MOD) experience preferred. Technology Proficiency with hotel Property Management Systems (PMS), including FOSSE and HotelKey. Strong computer skills, including Microsoft Office and hotel reporting systems. Brand Experience Previous experience working with major hotel brands preferred, including IHG Hotels & Resorts and Marriott International. Understanding of brand standards, guest satisfaction programs, and hospitality service expectations. Communication & Leadership Exceptional verbal and written English communication skills. Strong leadership, organizational, and interpersonal abilities. Proven ability to remain calm, professional, and solution-oriented in high-pressure guest service situations. Schedule Flexibility Must be available to work afternoon, evening, weekend, and holiday shifts as business needs require.

Pay:

From $18.00 per hour

Benefits:

Employee discount Paid time off

Work Location:

In person