Front Office Manager

If you a leader who loves creating great guest experiences and enjoys supporting, coaching, and developing their team... this one is for you

Status: Salary, Exempt

Reports to: General Manager

Must be able to work all shifts, including evenings, weekends, holidays, and overnights as needed.

GENERAL PURPOSE

The Front Office Manager oversees the daily operations of the Front Office to ensure exceptional guest experiences and smooth departmental performance. This role is responsible for supervising, training, and supporting front desk staff; managing service standards; maintaining financial and brand compliance; and ensuring efficient, friendly, and professional guest interactions. The Front Office Manager also serves as Manager on Duty as assigned and plays a key role in driving guest satisfaction, team engagement, and operational success.

ESSENTIAL DUTIES/RESPONSIBILITIES

• Oversee all front desk operations ensuring efficient service, consistent procedures, and high guest satisfaction.

• Interview, train, schedule, coach, and evaluate front desk associates to build a knowledgeable and service-focused team.

• Monitor staff performance and administer corrective action, documentation, or HR-related follow-up in line with company policies. Elevate potential issues to Human Resources and the General Manager when appropriate.

• Ensure all team members have the necessary tools, knowledge, and resources to perform their duties effectively.

• Greet guests promptly and professionally upon arrival and assist with check-ins, check-outs, billing inquiries, and service requests.

• Address guest concerns and service issues with professionalism and follow through on service recovery to ensure total guest satisfaction.

• Support departmental guest satisfaction, revenue, and profitability goals while monitoring labor costs and operating expenses.

• Assist in hotel revenue generation by fully utilizing company systems, processes, and recommended selling techniques.

• Maintain proper security procedures for cash handling, credit card transactions, guest information, and financial records.

• Serve as Manager on Duty as required, providing leadership presence and operational guidance.

• Perform other duties as assigned or necessary for smooth front office operations.

OTHER DUTIES/RESPONSIBILITIES

• Manage and maintain front desk communication tools, including logs and daily updates, to support accurate information flow across shifts.

• Ensure professional appearance standards are upheld, including proper uniform and name tag usage.

• Support cross-departmental needs and assist other operational areas during peak times.

• Maintain punctual, consistent attendance in line with hotel business needs, including flexibility for weekends, holidays, and overnight shifts as required.

• Comply with all hotel policies, brand standards, and safety procedures.

SUPERVISORY DUTIES Direct supervision of all front desk associates.

JOB QUALIFICATIONS

• Bachelor's degree; or a combination of education and related experience preferred

• College coursework or training in hospitality, business, or related fields strongly preferred.

• Previous experience in a front desk supervisory role required.

• Hilton experience preferred but not required.

• Knowledge of front office operations, customer service standards, and hospitality procedures.

• Understanding of administrative processes, office systems, and clerical functions.

• Strong command of the English language, including grammar, clarity, and written communication.

• Strong leadership, coaching, and communication skills.

• Active listening with the ability to understand guest and employee needs, ask questions effectively, and respond professionally.

• Ability to multitask while maintaining accuracy and professionalism in a fast-paced environment.

• May stand and walk for extended periods at the front desk.

• Regular use of computers, phones, calculators, and other standard office equipment.

• Walking throughout the property to support front office operations.

• Occasional stooping, bending, twisting, and lifting up to 40 lbs. as needed.

BENEFITS INCLUDE
Medical, Dental and Vision insurance
401(k) including 401(k) match
Paid Time Off (both paid sick time and vacation)
Employee Discount