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Front Office Manager
Job
Holiday Inn SE Historic Gateway
Winchester, VA (In Person)
$42,500 Salary, Full-Time
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Job Description
Overview We are seeking an experienced and dynamic Front Office Manager to oversee the daily operations of the Front Office at our full-service hotel. This role is responsible for ensuring exceptional guest service throughout the guest arrival, departure, and overall stay experience through effective training, staffing, and supervision of front office associates. The Front Office Manager plays a critical role in operational efficiency, guest satisfaction, financial accuracy, and adherence to brand standards. Experience & Education Minimum of two (2) years of Front Desk experience in a leadership or supervisory role. High School Diploma or equivalent required; Associate's Degree or higher preferred. Qualifications & Skills Proficiency with hotel Property Management Systems (PMS); strong computer literacy and financial management skills required. Advanced knowledge of the brand's loyalty and rewards programs. Ability to handle cash and credit transactions accurately and responsibly. Strong customer service skills with the ability to handle difficult situations using patience, tact, and diplomacy. Working knowledge of hotel operations, including safety and security programs, labor relations, budgeting, quality assurance, and hospitality law. General knowledge of local attractions, transportation, and the surrounding area. Ability to recognize emergency situations and respond appropriately under pressure. Knowledge of applicable federal, state, and local employment and labor laws, including wage and hour regulations and workplace safety standards. Strong interpersonal skills with the ability to establish and maintain effective working relationships with guests and associates. Ability to make sound business decisions quickly using experience and good judgment. Strong verbal and written communication skills in English. Essential Duties & Responsibilities Oversee daily Front Office operations including guest registration, checkout, telephone service, and overall guest interaction, ensuring consistent application of all brand standards. Act as Manager on Duty as scheduled and respond to guest and operational needs. Recruit, interview, hire, train, coach, and develop Front Office staff; provide ongoing feedback, conduct performance appraisals, and recommend corrective action or termination when appropriate. Ensure adequate staffing, efficient scheduling, and effective labor management to meet operational demands. Monitor and manage cash handling, credit transactions, and Front Office financial controls. Maintain and manage Accounts Receivable, including key accounts and contract accounts (e.g., MSI). Prepare reports, forecasts, and assist in the development of the Rooms budget. Monitor and maintain Front Office systems and equipment to ensure optimal performance. Track guest satisfaction scores and feedback; actively utilize guest response tracking systems to drive service improvement. Ensure compliance with all Front Office Quality Standards, policies, and procedures. Resolve guest complaints and proactively identify and address potential service or operational issues. Coordinate with other hotel departments to enhance communication, efficiency, and guest satisfaction. Collaborate with the Sales team to support sales strategies aimed at increasing occupancy and revenue. Implement and maintain company and franchise programs. Observe and respond appropriately to emergency situations, remaining calm and serving as a role model for associates. Perform other job-related duties as assigned. Schedule Expectations Ideally this position will work daytime hours. Due to hotel demand and staffing needs, the ideal candidate must have the flexibility to provide supplemental coverage on second and third shifts as needed. Weekend availability is required. The Front Office Manager will not be required to work every weekend; weekend shifts will be rotational or scheduled based on hotel needs. Availability to support operations during call-offs, peak business periods, holidays, or unforeseen circumstances is essential. Physical Requirements Position requires extended periods of standing and walking (75% or more of the shift). Some lifting may be required. Attendance at all scheduled training sessions and meetings is required.