About the Role We're looking for an experienced, guest-focused Front Office Manager to oversee our Front Desk operations and lead our front office team. This role is responsible for ensuring an exceptional guest experience from arrival to departure, managing daily operations, and supporting a positive, efficient work environment. Key Responsibilities Guest Experience & Service Ensure a warm, professional welcome and farewell for all guests. Resolve guest issues and complaints promptly, professionally, and with a focus on guest satisfaction. Maintain high standards of service in line with hotel brand and policies. Monitor online reviews and guest feedback, and implement improvements where needed. Front Office Operations Oversee daily front desk, reservations, switchboard, and lobby operations. Ensure smooth check-in/check-out procedures and accurate billing. Review arrivals, departures, VIPs, groups, and special requests; coordinate with other departments (Housekeeping, F&B, Maintenance, Sales). Manage room inventory, rate codes, and occupancy to support revenue goals. Ensure proper use of PMS and other hotel systems and maintain accurate records and reports. Team Leadership & Training Lead, coach, and motivate front office staff (Front Desk Agents, Night Auditors, Bell Staff, etc.). Create staff schedules to ensure adequate coverage while managing labor costs. Conduct training on service standards, upselling techniques, systems, and procedures. Hold regular team meetings and performance check-ins; provide feedback and support development. Administration & Compliance Handle cash controls, audits, and daily reports. Ensure adherence to safety, security, and company policies. Work closely with management on budgeting, forecasting, and departmental goals. Prepare and analyze operational reports (occupancy, ADR, RevPAR, guest satisfaction, etc.). Qualifications Previous experience as a Front Office Manager, Assistant Front Office Manager, or Supervisory role in a hotel is strongly preferred. Strong understanding of hotel front office operations and guest service standards. Experience with hotel Property Management Systems (e.g., Opera, Protel, Cloud PMS, etc.). High school diploma or equivalent required; hospitality or business degree/certificate is a plus. Skills & Competencies Excellent communication and interpersonal skills. Strong leadership and people management abilities. Problem-solving and conflict resolution skills. Highly organized, detail-oriented, and able to multitask in a fast-paced environment. Solid numerical and administrative skills (cash handling, reports, basic analysis). Comfortable with technology and hotel systems; proficient in MS Office or similar tools. Schedule & Work Conditions Full-time position; flexibility to work mornings, evenings, weekends, and holidays is required. On-site role at the hotel. May require occasional extended hours during peak periods.

Job Type:

Full-time Pay:

$18.00 - $20.00 per hour

Benefits:

Employee discount Flexible schedule

Experience:

Hotel:

1 year (Required) Hotel management: 1 year (Required) Front desk: 1 year (Required)

Leadership:

1 year (Required)

Language:

English (Required) Shift availability: Day Shift (Required) Night Shift (Required) Overnight Shift (Required) Ability to

Commute:

Lancaster, PA 17602 (Required) Ability to

Relocate:

Lancaster, PA 17602: Relocate before starting work (Required)

Work Location:

In person