Job Summary:

The Front Office Manager is responsible for overseeing all front desk operations while ensuring exceptional guest service, team performance, and operational efficiency. This role is hands-on and requires active participation at the front desk, leadership of the front office team, and accountability for training, reporting, and daily hotel operations.

Key Responsibilities:

Front Desk Operations

• Work scheduled shifts at the front desk, including days, evenings, weekends, and holidays as needed
• Ensure smooth check-in and check-out processes
• Handle guest concerns, complaints, and special requests professionally and promptly
• Maintain high guest satisfaction scores and service standards Team Leadership & Training
• Train, coach, and mentor front desk team members
• Ensure all required brand and property trainings are completed and up to date
• Monitor employee performance and provide ongoing feedback
• Assist with scheduling to ensure proper coverage based on business demand Administrative & Reporting
• Complete daily, weekly, and monthly reports as required by management and brand standards
• Monitor and manage front office metrics including occupancy, ADR, and guest satisfaction
• Audit reservations, billing, and shift reports for accuracy
• Assist with payroll review and timecard approvals Inventory & Ordering
• Order and maintain front office supplies (key packets, folios, market items, etc.)
• Monitor inventory levels and control costs
• Coordinate with other departments to ensure operational needs are met Operational Support & Coverage
• Responsible for ensuring full front desk coverage at all times, including stepping in to cover shifts due to call-offs, vacations, or staffing gaps
• Ensure the front desk is always properly staffed and operating efficiently
• Step in to support the team during high occupancy or peak hours Operational Oversight
• Ensure compliance with brand standards, policies, and procedures
• Assist with revenue management strategies, including rate adjustments and availability controls
• Support housekeeping and maintenance coordination for room readiness
• Maintain cleanliness and organization of the front desk and lobby area Guest Experience
• Lead by example in delivering exceptional hospitality
• Respond to guest reviews and feedback when needed
• Create a welcoming and positive environment for all guests and team members

Qualifications:

• Previous hotel front desk experience required; supervisory experience preferred
• Strong leadership, communication, and problem-solving skills
• Ability to multitask in a fast-paced environment
• Knowledge of hotel systems (PEP preferred) and Microsoft Office
• Flexible schedule, including weekends and holidays

Pay:

From $17.00 per hour

Benefits:

Employee discount Paid time off

Work Location:

In person