Front Office Manager

The Front Office Manager is responsible for overseeing all front office functions and staff, including Bell Staff, Switchboard Operations, Guest Services/Front Desk, and Retail/Gift Shop areas (if applicable). As a department head, this role leads and collaborates with managers and employees to ensure smooth execution of all front office operations, including guest arrival and departure procedures. The Front Office Manager strives to continuously enhance guest and employee satisfaction while maximizing the department's financial performance.

Candidate Profile

Education & Experience:

• High school diploma or GED; minimum 4 years experience in guest services, front desk, or related professional area
• OR
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; minimum 2 years experience in guest services, front desk, or related area

Core Responsibilities

Leading Guest Services Team

• Lead, influence, and motivate the front office team by exemplifying honesty, integrity, and professionalism
• Foster mutual trust, respect, and cooperation within the team
• Manage daily front office operations and supervise employees, understanding roles well enough to perform duties in their absence
• Build open, collaborative relationships within the team and across departments
• Ensure employee recognition and celebrate team successes
• Communicate clear performance expectations and monitor employee progress

Maintaining Guest Services and Front Desk Goals

• Set, track, and exceed department goals including performance, budget, and team objectives
• Oversee daily operations to ensure service quality meets or exceeds guest expectations
• Prioritize and organize workload to drive guest satisfaction and financial results
• Conduct regular department meetings to maintain focus on operational priorities
• Manage staffing levels to balance guest service needs and financial objectives
• Understand and support the impact of front office operations on overall property performance
• Control department expenses to meet or exceed budget goals

Managing Projects and Policies

• Ensure compliance with all front office policies, procedures, and standards
• Administer property policies fairly and consistently, including disciplinary actions per SOPs and LSOPs
• Support the Peer Review Process when applicable

Ensuring Exceptional Customer Service

• Champion guest service excellence and foster a positive guest relations atmosphere
• Coach and guide employees to understand and meet guest needs effectively
• Empower staff to consistently deliver outstanding service
• Address guest complaints and resolve issues promptly and professionally
• Monitor guest satisfaction metrics and implement improvements
• Observe employee service behaviors and provide constructive feedback

Human Resource Management

• Identify and support the developmental needs of employees through coaching and mentoring
• Set clear performance standards and goals for the team
• Maintain an open door policy and proactively address employee concerns
• Ensure fair and equitable treatment of all employees
• Manage progressive discipline and performance appraisal processes for direct reports
• Participate in recruiting, interviewing, and hiring of front office staff to meet operational needs

Additional Responsibilities

• Provide clear communication to supervisors, colleagues, and team members through various channels
• Analyze operational challenges and develop solutions to prevent recurrence
• Keep executives and peers informed of relevant front office information in a timely manner

Key Competencies

• Strong leadership and interpersonal skills
• Excellent organizational and problem-solving abilities
• Commitment to high standards of guest service and employee engagement
• Ability to work effectively in a fast-paced environment and manage multiple priorities
• Financial acumen to manage budgets and control expenses