Front Office Manager

As Front Office Manager, you will be responsible for assisting in the day-to-day leadership and direction of the hotel by maximizing financial returns, driving development of people, creating and maintaining a unique guest experience, executing on IHG brand standards, and building awareness of the hotel and brand in the Firestone, Longmont, community. The Front Office Manager owns the guest arrival-to-departure experience and serves as the operational leader of the front desk across all shifts (7–3 / 3–11 / night audit).

ESSENTIAL FUNCTIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Drive the A&A Enterprise of Firestone culture, personifying it in daily interactions with both guests and team members. Lead front desk operations across all shifts to maximize financial performance and guest satisfaction while upholding Holiday Inn Express brand standards; coordinate closely with housekeeping and maintenance to keep departments profitable and working relationships strong. Build and post the weekly front desk schedule by Thursday for the following week, covering all shifts including night audit; track PTO, call-offs, and swaps, and arrange coverage without unapproved overtime. Verify time punches and prepare front desk hours for biweekly payroll submission; flag missed punches and discrepancies before submission in compliance with Colorado wage and hour law (COMPS Order meal and rest break requirements, daily and weekly overtime). Manage guest check-in/check-out standards, cash drawer and shift reconciliation, incidental deposits and refunds, and folio accuracy, including OTA virtual card billing (Expedia, Booking.com) and no-post indicators in HotelKey. Respond to guest requests and complaints timely, efficiently, appropriately, and in an approachable manner; own service recovery on every escalation, resolve IHG guest cases within 72 hours, and protect Guest Love / Heartbeat scores. Champion IHG One Rewards — drive enrollments at the desk, handle member recognition and Loyalty Connect reimbursements, and ensure elite-member benefits are consistently delivered. Place the weekly Sysco order by cutoff and restock the Marketplace/grab-and-go; maintain par levels, verify deliveries against invoices, rotate perishable stock, and log invoices for accounts payable. Train, onboard, and cross-train front desk team members on HotelKey, Merlin SOPs, safety procedures, and brand standards so the desk runs consistently on every shift; conduct regular department meetings and shift-handoff communication. Manage human resources functions of the front office by controlling turnover, motivating employees, and focusing on development and retention; provide mentoring, coaching, and regular feedback to manage conflict, improve performance, and recognize good performance. Maintain front office system access and hardware: HotelKey/MyID role assignments, key encoders, dormakaba door locks, and vendor escalation for phone, internet, and PMS issues. Keep the property Quality Evaluation (QE) ready at all times — desk presentation, brand collateral, safety and compliance standards, and punch-list follow-through. Support revenue management by monitoring daily pickup, rate parity, and the demand calendar; participate in revenue calls and flag rate or hurdle issues to the General Manager and revenue manager. Assist with chargeback disputes, direct billing and accounts receivable follow-up, and OTA reconciliation as directed by the General Manager. Participate in sales efforts, including local negotiated rate (LNR) prospecting and crew/corporate account relationships; interact professionally with guests, clients, ownership representatives, vendors, and members of the local community. Assist the General Manager with budget, forecasting, labor cost review, and P&L critique, as necessary. Maintain a professional image at all times through action, appearance, and dress. Follow Company policies and procedures and effectively communicate them to team members. Operate the hotel in accordance with all federal, state, and local laws including OSHA, EEOC, wage and hour, and health code laws. Other duties as assigned by the General Manager or ownership.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

• Possess advanced knowledge of the hospitality industry and business management fields. Speak, read, write, and comprehend the English language proficiently. Ability to speak other languages (Spanish strongly preferred) in a multicultural work environment is extremely helpful in facilitating good communication among all hotel team members. Able to work independently with minimal supervision and desire to participate as part of a team. Possess proficient computer skills including MS Office products; knowledge of HotelKey, IHG Concerto, Merlin, and OTA extranets (Expedia Partner Central, Booking.com) preferred. Lead and be a role model for all team members. Basic to advanced knowledge of budget development, labor cost analysis, and monthly financial analysis. Able to assess and evaluate team member performance in a fair and consistent manner. Able to make decisions with only general policies and procedures available for guidance. Able to study, analyze, and interpret complex activities and/or information in order to improve practices or develop new approaches. Able to work in a fast-paced environment and prioritize, organize, and manage multiple tasks. Knowledge of the sales process, client base, and general Carbon Valley / I-25 corridor market. Knowledge of revenue management fundamentals and able to support business forecasting on both a short-term and long-term basis.

Must be available on weekends and flexible to cover shifts, including night audit, when business needs require.

EDUCATION

Associate’s Degree in Hotel/Restaurant Management, Business Administration, or Management or similar degree required; or equivalent combination of education and experience.

EXPERIENCE

Two to four years’ experience in the hospitality industry required. Previous supervisory experience required. Previous IHG or branded-hotel experience preferred.

SUPERVISORY RESPONSIBILITIES

The Front Office Manager directly supervises all front desk agents and night audit staff, and is responsible for the hotel in the absence of the General Manager. The Front Office Manager may have additional departments report directly to them as assigned.

LICENSES OR CERTIFICATES

Valid driver’s license required. IHG brand training (including Holiday Inn Express brand and loyalty training) must be completed within the introductory period. Food safety certification required for Marketplace and breakfast oversight; CPR/First Aid certification preferred.

Job Type: Full-time

Pay: From $18.00 per hour

Benefits:

• Employee discount
• Paid time off

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel management: 1 year (Preferred)
• Hospitality: 1 year (Preferred)

Work Location: In person

Salary : $18