Front Office Manager

Front Office Manager Knoxville, TN 37923 $20 an hour - Full-time $20 an hour - Full-time Position Summary The Front Office Manager is responsible for leading the daily operations of the Front Desk and creating an exceptional guest experience. This position serves as the primary leader for the Front Desk team and is the first point of contact for all front office associates. The Front Office Manager is expected to lead by example, coach and develop team members, maintain brand standards, resolve guest concerns, and ensure the department operates efficiently. This position is hands-on and requires working alongside the team, including covering front desk shifts when business demands or staffing needs require. The Front Office Manager partners closely with the General Manager, Assistant General Manager, Sales Department, and Housekeeping to ensure seamless hotel operations. Leadership Responsibilities

• Serve as the direct leader and primary resource for all Front Desk associates.
• Create weekly schedules that ensure proper staffing while managing labor costs.
• Fill open shifts when necessary to maintain guest service standards.
• Recruit, interview, onboard, train, coach, and develop Front Desk team members.
• Conduct regular coaching conversations and performance evaluations.
• Hold associates accountable to attendance, uniform, service, and performance expectations.
• Lead by example by delivering outstanding hospitality and professionalism.
• Conduct monthly Front Desk meetings and ongoing training.
• Foster a positive, team-oriented culture focused on guest satisfaction and accountability. Daily Responsibilities
• Oversee all Front Desk operations and ensure exceptional guest service.
• Handle guest concerns and service recovery, escalating issues to the GM when appropriate.
• Ensure all arrivals, departures, VIPs, Hilton Honors members, and group arrivals are properly prepared.
• Review reservations daily to verify billing, payment methods, room assignments, and special requests.
• Ensure guest folios are accurate prior to arrival.
• Monitor lobby appearance, front desk cleanliness, and back office organization.
• Maintain compliance with Hilton Brand Standards and QA requirements.
• Serve as the hotel's Hilton Honors Champion and ensure enrollment goals are achieved.
• Monitor and respond to STAY Alerts and Guest Assistance cases daily.
• Maintain all Front Desk forms, supplies, and office inventory.
• Manage Suite Shop inventory, ordering, merchandising, and profitability.
• Maintain Hilton Honors amenities and supplies.
• Input service recovery points and maintain required documentation.
• Assist with Accounts Receivable aging and collection.
• Resolve third-party billing discrepancies.
• Complete breakfast ordering and monitor breakfast costs.
• Maintain LightStay compliance.
• Support other hotel departments as business needs require.
• Administrative Responsibilities
• Complete monthly reports accurately and on time.
• Maintain tax-exempt documentation and monthly reconciliation.
• Maintain AR aging reports.
• Organize audit packs and required operational files.
• Order office supplies, Front Desk supplies, newspapers, and other department needs.
• Track departmental expenses and invoices.
• Keep operational binders current and audit-ready.
• Be visible in the lobby during peak arrival and departure times.
• Work a flexible schedule including evenings, weekends, and holidays as business demands require.
• Cover Front Desk shifts during call-offs, vacations, staffing shortages, and periods of high occupancy.
• Maintain a professional appearance and represent the hotel positively at all times.
• Work collaboratively with Housekeeping, Maintenance, Breakfast, and Sales to ensure a seamless guest experience.
• Perform additional duties assigned by the General Manager, Assistant General Manager or Ownership. Physical Requirements
• Stand and walk for up to 10 hours per shift.
• Lift, push, pull, and carry up to 50 pounds.
• Bend, reach, stoop, and climb stairs as needed.
• Perform all essential Front Desk duties.

Join our team as a Front Office Manager where your enthusiasm for hospitality will shine! We value energetic professionals who are committed to delivering memorable guest experiences through exceptional service. This paid position offers an exciting opportunity to grow within the hospitality industry while making a positive impact on our guests' stays.

Pay:

$20.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Employee discount Flexible schedule Food provided Free parking Health insurance Paid time off Vision insurance

Work Location:

In person