Front Office Manager Courtyard by Marriott - 3.5 Grand Rapids, MI Job Details Full-time $18 - $19 an hour 16 hours ago Benefits Flexible schedule Qualifications Boutique hotel experience Computer operation High school diploma or GED Motel experience Luxury hotel experience Full Job Description Position Summary HHC is seeking a motivated and service-driven Front Office Manager to lead the daily operations of the hotel's Front Office team. The Front Office Manager is responsible for creating an exceptional guest experience while providing hands-on leadership to Front Desk Agents and Night Auditors. This position oversees front desk operations, team performance, guest satisfaction, training, scheduling, cash and billing controls, and adherence to brand and company standards. The ideal candidate is a strong communicator and problem solver who leads by example, holds the team accountable, and understands that exceptional hospitality begins with both a positive guest experience and a supported, well-trained team. Key ResponsibilitiesFront Office Leadership & Team Development Lead, coach, train, and support Front Desk Agents and Night Auditors. Maintain a visible and engaged leadership presence at the front desk. Set clear expectations for guest service, professionalism, attendance, communication, and daily performance. Conduct ongoing training and coaching to strengthen front desk execution and service standards. Assist with recruiting, interviewing, onboarding, and training new Front Office associates. Provide regular feedback and address performance or accountability concerns promptly and professionally. Prepare and manage Front Office schedules based on occupancy, business needs, and established labor expectations. Promote teamwork, effective communication, and a positive work environment. Guest Experience & Service Recovery Ensure guests are greeted warmly and professionally and receive a seamless arrival and departure experience. Monitor guest feedback, requests, and concerns and ensure timely, professional responses. Take ownership of escalated guest concerns and provide appropriate service recovery. Anticipate guest needs and encourage the Front Office team to provide proactive, personalized service. Maintain consistent standards across in-person, telephone, and digital guest communications. Support loyalty-program recognition and applicable brand guest-experience standards. Follow up on guest issues to ensure concerns have been fully resolved. Daily Front Office Operations Oversee daily Front Office operations, including arrivals, departures, reservations, room assignments, billing, guest requests, and shift transitions. Ensure accurate use of the property management system and proper maintenance of guest profiles, reservations, and folios. Review occupancy, arrivals, departures, special requests, VIPs, and operational needs to prepare the team for each shift. Ensure shift checklists, pass-downs, reports, and required Front Office tasks are completed accurately and consistently. Maintain a clean, organized, and professional Front Desk and lobby environment. Coordinate closely with Housekeeping, Engineering, Sales, Food & Beverage, and hotel leadership to support smooth daily operations. Assist at the Front Desk and provide operational coverage when business levels or staffing needs require. Financial Controls & Night Audit Oversight Ensure accurate cash handling, credit-card processing, billing, deposits, and folio management. Review Front Office transactions and reports for accuracy and address discrepancies promptly. Ensure Night Audit procedures are completed accurately and according to company and property standards. Monitor adjustments, refunds, discounts, and other Front Office financial activity in accordance with established procedures. Assist hotel leadership in protecting hotel revenue and maintaining accurate operational records. Brand Standards, Safety & Compliance Ensure Front Office associates consistently follow HHC policies and applicable brand standards. Maintain professional appearance, conduct, and service expectations throughout the department. Ensure guest information, payment information, keys, and hotel records are handled securely. Follow and enforce hotel safety, security, and emergency procedures. Report and appropriately respond to accidents, unsafe conditions, suspicious activity, and other operational concerns. Support the General Manager in maintaining a Front Office operation that reflects the hotel's service and operational standards. Qualifications & Preferred Skills High school diploma or equivalent required; hospitality or business coursework preferred. Previous hotel Front Office experience required. Previous supervisory or hotel leadership experience strongly preferred. Experience with hotel property management systems; Opera or similar systems preferred. Strong guest-service and service-recovery skills. Strong leadership, communication, organization, and problem-solving abilities. Ability to coach associates, set expectations, and hold team members accountable professionally and consistently. Strong attention to detail and ability to manage multiple priorities in a fast-paced environment. Comfortable working with hotel reports, guest billing, cash handling, and basic Front Office financial controls. Ability to maintain professionalism and sound judgment during challenging guest or operational situations. Flexible availability, including mornings, evenings, weekends, and holidays as business needs require. Physical Requirements Ability to stand and walk for extended periods. Ability to occasionally lift or move up to 25 pounds. Ability to operate computers and standard Front Office equipment. Ability to remain calm, professional, and effective in a fast-paced hotel environment

Pay:

$18.00 - $19.00 per hour

Benefits:

Flexible schedule

Work Location:

In person