Front Office - Front Office Manager

Job Title: Front Office Manager
Department: Front Office
Reports To: General Manager
Salary Range - $70,000 - $80,000
Position Summary
The Front Office Manager oversees all aspects of front office operations, ensuring a high level of guest satisfaction and optimal financial performance. This role requires strong leadership, organizational, and interpersonal skills to lead a dynamic team, maintain service excellence, and support overall hotel operations.

Key Responsibilities
Essential Functions
1. Front Office Operations Management
Oversees daily Front Office functions, including guest services, check-in/check-out, reservations, PBX, and bell services. Sets department goals and directs staff to achieve results while maintaining high standards.
2. Team Recruitment & Development
Participates in hiring, onboarding, and training new team members. Ensures compliance with HR policies and facilitates ongoing learning and development for all front office staff.
3. Performance Management
Supervises, schedules, and evaluates team members. Provides coaching, recognition, and corrective feedback to support professional growth and team effectiveness.
4. Guest Satisfaction & Service Quality
Monitors service trends, addresses guest concerns promptly, and implements improvements to enhance overall guest experience.
5. Revenue Generation & Upselling
Promotes hotel services and amenities through upselling and other revenue-driving techniques to maximize room occupancy and overall profitability.
6. Staff Knowledge & Communication
Ensures all front office staff are knowledgeable about hotel services, policies, promotions, local events, and area attractions. Communicates updates and procedures clearly and consistently.
7. Issue Resolution & Safety Reporting
Resolves guest complaints efficiently and anticipates potential service issues. Reports unusual events or safety concerns to appropriate personnel.
8. Safety & Compliance
Follows all safety protocols and enforces PPE and HAZMAT guidelines. Ensures team members understand and adhere to OSHA standards and company safety policies.
9. Attendance & Punctuality
Maintains reliable attendance and ensures team coverage to meet operational needs.

Additional Responsibilities
• Manages merit increases, promotions, and reclassifications within budget and policy guidelines.
• Approves and monitors employee schedules, timecards, and time-off requests.
• Responds to emergencies and ensures continuity of front office operations.
• Oversees maintenance and functionality of front office systems and equipment.
• Analyzes performance metrics and generates reports on occupancy, guest satisfaction, and revenue.
• Communicates facility and equipment maintenance needs to appropriate departments.
• Attends all required management and operational meetings.