Front Office Manager

Job Title: Front Office Manager

Department: Front Office

Reports To: Director of Rooms

FLSA Status: Exempt

SUMMARY:

The Front Office Manager is responsible for overseeing the daily operations of the front desk, ensuring smooth and efficient check-in/check-out processes, and providing exceptional customer service to guests. This role involves managing front desk staff, concierge, valet, bell staff and PBX operators, coordinating guest requests, and maintaining a welcoming and professional atmosphere. The Front Office Manager will also work closely with other departments to ensure guest satisfaction and address any concerns promptly.

RESPONSIBILITIES:

• Manage daily operations at the front desk, ensuring high standards of guest service and satisfaction.
• Supervise, train, and evaluate front desk staff, concierge, bell staff and PBX operators ensuring adherence to hotel policies and procedures.
• Coordinate check-in/check-out processes, ensuring accuracy in guest billing and reservations.
• Resolve guest complaints and concerns promptly and professionally, maintaining a positive guest experience.
• Monitor and maintain the front desk’s inventory of supplies, ensuring adequate stock levels.
• Handle special guest requests and ensure they are fulfilled in a timely manner.
• Work closely with housekeeping, maintenance, and other departments to ensure guest satisfaction.
• Oversee the scheduling of front office shifts to always ensure adequate coverage.
• Maintain and update guest records, ensuring confidentiality and compliance with data protection laws.
• Conduct regular front desk audits, reporting any discrepancies or issues to the Director of Front Desk.
• Assist with the development and implementation of front desk training programs.
• Ensure proper security protocols are followed at the front desk, including guest verification and access control.
• Support marketing and sales efforts by assisting with guest loyalty programs and promotional activities.
• Prepare reports on front desk performance, guest feedback, and other relevant metrics.
• This position will also work as a Lobby Greeter creating a positive and welcoming environment while ensuring smooth operations in the lobby and valet area. You will be responsible for greeting visitors, assisting with directions, and providing top-tier customer service.

QUALIFICATIONS:

• Proven experience in hotel front desk or customer service roles, with at least 3 years in a supervisory capacity.
• Strong leadership and team management skills.
• Excellent communication, interpersonal, and problem-solving abilities.
• Ability to remain calm and composed in high-pressure situations.
• Knowledge of front office operations, including reservations, guest services, and billing.
• Proficiency with hotel management software (e.g., Opera, Fidelio, etc.) and Microsoft Office.
• Strong organizational skills with the ability to multitask and prioritize.
• Flexible schedule availability, including evenings, weekends, and holidays.

EDUCATION:

• Bachelor’s degree in hospitality management, Business Administration, or related field, or equivalent experience.

REASONING ABILITY:

• Excellent verbal and written communication skills, with the ability to interact effectively with guests, associates, and external partners.
• Ability to work well under pressure and respond quickly and effectively to emergency situations.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job is primarily performed in an office environment with a moderate noise level. While performing the duties of this job, the employee is required to frequently inspect inside and outside areas of the property location and may be exposed to on-going construction and various weather conditions. The noise level in the work environment may range from moderate to loud.

The above job description describes the primary duties and qualifications for this position. The company reserves the right to modify, add or remove duties other duties as necessary.

The candidate for this position is an at-will employee and subject to termination with or without cause or notice.