What are the responsibilities and job description for the Front Office Manager position at Hyatt Centric Old Town Alexandria?
About Us
At our property, hospitality is personal, intentional, and refined. Our TEAM culture is rooted in the belief that when we support one another, we elevate every guest experience.
T.E.A.M = Together Everyone Achieves More
We are a boutique luxury hotel where details matter, presence matters, and leadership is defined by how we show up for both our guests and our team.
About the Role
We are seeking a polished, hands-on hospitality leader who understands that in a luxury boutique environment, the Front Office is the heartbeat of the guest experience.
As Front Office Manager, you will lead a high-touch, service-driven TEAM responsible for Front Desk operations, Valet services, Night Audit coordination, and key Front Office accounting functions. This is a highly visible leadership role requiring both operational precision and a genuine passion for guest experience.
You will be expected to lead from the floor, not the office - setting the tone through presence, consistency, and accountability.
Key Responsibilities
You will oversee the full Front Office operation with a focus on delivering seamless, personalized guest experiences while ensuring operational integrity.
- Lead daily Front Desk, Guest Services, Night Audit, and Valet operations
- Provide active, hands-on leadership across AM and PM shifts as business needs require
- Support valet operations directly, including assisting with valet driving when necessary to ensure guest arrival and departure standards are met
- Train, mentor, and develop a service-focused TEAM grounded in luxury hospitality standards
- Ensure accuracy and integrity in all Front Office accounting processes including cash handling, billing, posting, and audit procedures
- Partner closely with Accounting to ensure timely reconciliation and reporting accuracy
- Maintain a constant presence in the lobby and arrival areas to anticipate and elevate guest needs
- Drive service recovery in real time with discretion, urgency, and professionalism
- Uphold brand standards while reinforcing a culture of personalized, anticipatory service
- Communicate clearly with leadership regarding operational performance, staffing, and guest feedback
Leadership Expectations
This role requires a leader who is:
- Fully flexible and comfortable working rotating AM/PM shifts, weekends, and holidays
- Willing to be present and engaged across all operational periods, including peak arrival and departure times
- Comfortable supporting valet operations, including driving responsibilities when needed
- Grounded in luxury service standards with a calm, composed, and solutions-oriented presence
- Strong in both guest experience execution and financial/operational accountability
- Able to balance high-touch hospitality with discipline in process and detail
TEAM Benefits
- Bonus Eligible
- 401(k)
- Health / Dental / Vision / Life / Voluntary Insurance
- Team and Travel Discounts
- Career advancement opportunities
Full-time positions are benefits eligible, including paid time off, travel discounts, and insurance options.
As part of a global hospitality family, TEAM members enjoy exclusive travel privileges across thousands of destinations worldwide.
Requirements
- Minimum 2 years Front Office Manager experience in a branded or luxury boutique hotel environment
- Strong background in Front Desk, Guest Services, and Night Audit operations
- Exposure to or responsibility for valet operations strongly preferred
- Working knowledge of Front Office accounting processes including reconciliation and cash handling
- College degree or hospitality coursework preferred
- Proficiency in hotel systems (Opera, OnQ, Fosse, Lightspeed, HotSOS, GXP, BOB, Kipsu, Slack, etc.)
- Exceptional communication skills, both verbal and written
- Strong leadership presence with the ability to inspire, coach, and hold standards
- High emotional intelligence and refined guest service instincts
- Ability to multitask and remain composed in a fast-paced luxury environment
- Full availability required, including nights, weekends, and holidays
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form (Form I-9) upon hire.
Source: Hospitality Online