Front Office Manager

Front Office Manager

Salary Range $78,000 - $85,000 annually

Who We Are

Holiday Inn Washington DC National Mall offers a unique and rewarding experience for several reasons. Situated near the National Mall, the hotel is within walking distance of iconic landmarks such as the Smithsonian museums, the U.S. Capitol, and the Washington Monument. Our central location provides a vibrant and dynamic work environment. Ou hotel fosters a supportive and inclusive work environment where teamwork and collaboration are highly valued. Employees are encouraged to bring their unique perspectives and ideas to the table, creating a dynamic and engaging workplace. Holiday Inn Washington DC National Mall is also actively involved in the local community, offering employees the chance to participate in various community service initiatives and events. This engagement not only enriches the community but also provides a sense of purpose and connection for team members. 

Overall, working at Holiday Inn Washington DC National Mall provides a blend of professional growth, excellent benefits, and a vibrant, supportive work culture. It's an exciting place to build a career, where you can thrive!

We’re looking for a Front Office Manager who leads with confidence, communicates with clarity, and thrives in a fast-paced, guest-focused environment. This role is essential to ensuring seamless operations, exceptional service delivery, and a positive team culture.

Position Summary

The Front Office Manager is responsible for overseeing all front office operations, ensuring outstanding guest service, operational efficiency, and team engagement. This leader manages daily front desk functions, drives service excellence, supports revenue and guest satisfaction goals, and develops team members to perform at their best.

The ideal candidate is a hands-on leader who balances operational discipline with a warm, approachable leadership style and a strong sense of accountability.

Key Responsibilities

Guest Experience & Service Excellence

• Ensure all guests receive prompt, professional, and personalized service from arrival to departure
• Resolve guest concerns and service recovery situations with urgency and professionalism
• Maintain high guest satisfaction scores and service standards aligned with brand expectations
• Monitor lobby presence and guest interactions to ensure a welcoming and engaging environment
• Lead by example in delivering exceptional hospitality and creating memorable guest experiences

Operations Management

• Oversee daily front office operations, including front desk, guest services, and night audit
• Ensure accurate room assignments, billing, and reservation management
• Maintain compliance with brand standards, policies, and operational procedures
• Monitor occupancy, room availability, and service flow to support operational efficiency
• Coordinate closely with Housekeeping, Engineering, and other departments to ensure readiness and service delivery

Team Leadership & Development

• Recruit, train, coach, and develop front office team members
• Conduct performance evaluations and provide ongoing feedback and support
• Foster a positive, inclusive, and accountable team culture
• Create and manage staff schedules to ensure appropriate coverage and productivity
• Lead daily stand-up meetings and communicate operational priorities clearly

Financial & Administrative Oversight

• Support budget management, labor control, and expense monitoring
• Review daily reports and ensure accuracy in cash handling and financial transactions
• Monitor payroll, overtime, and staffing levels to align with operational needs
• Assist in achieving departmental revenue and profitability goals
• Maintain accurate records and ensure compliance with company policies

Safety & Compliance 

• Ensure adherence to safety, security, and emergency procedures
• Maintain compliance with brand, company, and regulatory requirements
• Support training initiatives related to workplace safety and guest security
• Respond appropriately to incidents and document reports as required

Qualifications 

• Minimum 2–3 years of hotel front office supervisory or management experience
• Strong leadership, communication, and