Overview

The Courtyard Residence Inn is seeking a highly motivated and experienced Front Office Manager who is responsible for overseeing the day-to-day operations of the front desk at a hotel. Front Office Manager ensures the efficient guest check-in and check-out processes, handles guest inquiries and requests, and provides exceptional customer service. This role will oversee the Bistro Bar and requires strong leadership skills, attention to detail, and the ability to handle guest issues effectively.

Responsibilities

• Supervise and assist front desk agents in performing their duties, ensuring smooth operations and efficient guest service
• Coordinate guest check-in and check-out processes, ensuring accuracy in registration, payment and room assignment procedures
• Handle guest inquiries, requests, and complaints, resolving issues promptly and to the guest’s satisfaction
• Maintain a guest-centric approach, providing exceptional customer service and ensuring guest satisfaction
• Address guest concerns and complaints professionally, escalating issues as necessary
• Monitor guest feedback and reviews, identifying areas for improvement and implementing appropriate measures
• Train and mentor front desk agents, ensuring they have the necessary skills and knowledge to perform their role effectively
• Provide ongoing coaching and feedback to enhance guest service skills and problem-solving abilities
• Communicate effectively with other hotel departments to ensure smooth operations and guest satisfaction
• Coordinate with housekeeping to ensure timely room readiness and cleanliness standards
• Prepare and maintain front desk reports, including occupancy reports, guest arrival and departure lists, and revenue reports
• Assist in managing room inventory and reservations, optimizing room occupancy and revenue
• Foster a positive work environment that promotes teamwork, collaboration, and employee engagement
• Ensure compliance with all applicable laws, regulations, and hotel policies, including health, safety, and security standards
• Implement and monitor quality assurance programs to uphold brand standards and deliver a consistent guest experience
• Assist GM or hold regular briefings and meetings with all heads of departments – daily huddles, weekly management meetings, etc.
• Perform any other duties as assigned by Executive team & Ownership

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow other instructions and perform other work-related duties requested by his or her Reports To.

Qualifications

• High school diploma or equivalent (required); bachelor’s degree in Hospitality Management or a related field (preferred)
• Previous experience in front desk operations or guest services, with some supervisory experience (preferred)
• Excellent customer service and communication skills
• Strong problem-solving skills and ability to handle guest issues effectively
• Proficient in hotel management systems, property management systems, and relevant software
• Detail-oriented with strong organizational and multitasking skills
• Ability to work under pressure and adapt to changing situations
• Proficient in hotel management systems, property management systems, and relevant software
• Proficient in Microsoft Office and hotel & restaurant software(s)
• Must have a flexible work schedule
• Servsafe Certified

LNT Hotel 1 Ops, LLC is an Equal Opportunity Employer (EOE) and is committed to providing equal opportunities regardless of age, race, religion, color, national origin, citizenship, sex, veteran's status, disability, or any other legally protected status.