Hotel Front Office Manager

JOB SUMMARY:

The Front Office Manager oversees the daily operations of the Front Office to ensure the highest levels of guest satisfaction, operational efficiency, and team performance. This position is responsible for managing the front desk, guest services, and night audit operations, while ensuring compliance with hotel standards and policies. The Front Office Manager serves as a key liaison between guests and hotel departments, ensuring smooth communication, problem resolution, and an exceptional overall guest experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Supervise all front office operations, including guest check-in/check-out, room assignments, and billing procedures.
• Lead, train, and develop front office staff to ensure consistent delivery of outstanding guest service.
• Monitor and manage staffing levels, scheduling, and labor costs in alignment with business needs.
• Assists in guest recovery processes, including managing escalated concerns with empathy and discretion. Ensures all service recovery efforts align with Hilton brand standards and The Godfrey Hotel boutique identity.
• Handle guest concerns, complaints, and requests promptly and professionally, ensuring guest satisfaction.
• Collaborate with Housekeeping, Maintenance, and other departments to ensure readiness and quality of guest rooms and facilities.
• Leads from the floor and models Hilton’s CARE and PRIDE service values, fostering a guest-first culture across all front office teams, including front desk, bell, valet, and night audit.
• Oversee the Night Audit process, ensuring accurate daily financial reporting and system reconciliation.
• Maintain accurate records, reports, and documentation for operational and financial tracking.
• Ensure compliance with hotel policies, brand standards, and local regulations.
• Monitor room inventory, rate strategies, and reservation systems to maximize revenue and occupancy.
• Uphold a culture of hospitality, teamwork, and professionalism among front office staff.
• Always maintains a professional and polished appearance while upholding the service culture of The Godfrey and Hilton.
• Maintains flexible availability, including nights, weekends, and holidays, based on business levels and operational needs.

OTHER SKILLS AND ABILITIES REQUIRED:

• Energy and Drive: Energetic and takes initiative, persistent in pursuing and completing tasks, strives to exceed expectations
• Strategic Skills: Proficient in required job skills and knowledge. Intelligent in grasping and integrating new information. An active learner with strong curiosity. Natural instincts and insight for finding the best solution to unclear issues and problems. Consider multiples resources and methods for analyzing problems. Makes great decisions
• Personal and Interpersonal Skills: Welcoming and warm personality, engages easily, actively connects with others, genuinely caring and compassionate, visibly demonstrates desire to understand others, creates confidence and trust with others, socially aware of self and others, is known for communicating the right message at the right time, utilizes a variety of approaches and communication techniques tailored to each situation, facilitates consensus in groups, comfortable in conversing with individuals from a variety of backgrounds and at all organizational levels. Is direct yet tactful and considerate of audience, positively accepts and provides feedback.
• Operating Skills: Is effective in prioritizing work, consistently budgets time and processes to create maximum efficiency with minimum disruption or redundancy, is time sensitive, understands how work and processes fit in with other departmental or organizations priorities or objectives, can adjust work to accommodate expected and unexpected changes. Can gauge progress with respect to overall impact and results.
• Self-starting personality with an even disposition. Ability to meet standards of appearance. Can communicate well with guests. Moderate hearing necessary as guests approach with requests and questions. Heavy communication with housekeepers/main linen room attendants, supervisors. Excellent vision is necessary to assess the required reaction to meet standards. Minimal speech communication skills to utilize alternate communication. Minimal literacy necessary; can utilize alternate training tools.

QUALIFICATIONS:

• Bachelor’s degree in Hospitality Management or related field preferred; equivalent experience accepted.
• Minimum 3–5 years of progressive front office or guest services experience in a hotel environment, with at least 2 years in a supervisory or management role.
• Strong leadership, communication, and problem-solving skills.
• Proficient in hotel management systems (PMS), PEP, OnQ, Microsoft Office Suite, and POS systems.
• Excellent organizational and time-management abilities.
• Ability to work flexible schedules, including evenings, weekends, and holidays as needed.

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. While performing the duties of this job, the employee is frequently required to stand (a minimum of 8 hours); walk; and use hands to touch, handle, or feel, grasp, and hold objects, tools, or controls. The Employee is frequently required to reach with hands and arms; stoop; crouch; bend; talk; hear. The employee may be required to frequently climb (stairs). The employee is occasionally required to kneel. The employee must occasionally lift, carry, pull and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person

The Godfrey Hotel Detroit is an equal opportunity employer committed to creating an inclusive and supportive workplace.