Front Office Manager (KIV)

Position Summary
The Front Office Manager is responsible for overseeing the daily operations of the Front Office to ensure exceptional guest service, efficient operations, and compliance with hotel and brand standards at the Comfort Inn & Suites. This position manages Front Desk operations, supervises Front Office team members, and works closely with other departments to ensure a positive guest experience and achieve operational and financial goals.

Essential Duties and Responsibilities

Front Office Operations

• Oversee the daily operations of the Front Desk, including guest check-in, check

out, reservations, and cash handling procedures.

• Ensure compliance with hotel policies, procedures, and brand standards.
• Monitor room inventory, occupancy levels, and room availability to maximize

revenue and guest satisfaction.

• Review daily reports, arrivals, departures, room status, and audit reports.
• Ensure accurate billing, folio management, and payment processing.
• Coordinate with Housekeeping and Maintenance to ensure guest rooms are clean,

ready, and available for occupancy.

Guest Service

• Provide exceptional customer service and promote a guest-focused culture.
• Respond to and resolve guest concerns, complaints, and service recovery

situations in a timely and professional manner.

• Ensure all guests are greeted and assisted in a friendly and courteous manner.
• Monitor guest satisfaction scores, online reviews, and guest feedback to identify

opportunities for improvement.

• Assist with VIP arrivals, group reservations, and special accommodations.

Team Leadership & Development

• Recruit, interview, train, coach, and evaluate Front Office team members.
• Prepare employee work schedules and ensure adequate staffing levels.
• Monitor employee attendance, productivity, and performance.
• Conduct regular team meetings and provide ongoing training and development.
• Ensure team members comply with company policies, procedures, appearance

standards, and guest service expectations.

• Promote teamwork, professionalism, and a positive work environment.

Financial & Administrative Responsibilities

• Assist with budgeting, labor management, payroll review, and expense control.
• Monitor and control Front Office labor costs and overtime.
• Maintain accurate records, reports, and documentation.
• Assist with inventory management for Front Office supplies and equipment.
• Support revenue management strategies to maximize occupancy and revenue

performance.

Safety & Compliance

• Ensure compliance with hotel policies, safety procedures, and brand standards.
• Maintain key control procedures and ensure hotel security standards are

followed.

• Respond appropriately to emergencies, accidents, and security incidents.
• Ensure compliance with OSHA regulations and safety procedures.
• Report accidents, injuries, safety hazards, and maintenance issues promptly.

Other Duties

• Perform Front Desk duties as needed during staffing shortages or peak business

periods.

• Participate in manager-on-duty rotations, as assigned.
• Perform other duties as assigned by the General Manager.

Qualifications

• High school diploma or GED required; Associate’s or Bachelor's degree in Hospitality Management or a related field preferred.
• Minimum of two (2) years of hotel Front Desk experience required.
• Minimum of one (1) year of supervisory or management experience in hospitality preferred.
• Experience working in a branded hotel environment preferred.
• Strong leadership, customer service, and conflict-resolution skills.
• Proficiency with hotel Property Management Systems (PMS), Microsoft Office, and general computer applications.
• Strong verbal and written communication skills.
• Ability to multitask and work effectively in a fast-paced environment.
• Ability to work a flexible schedule, including evenings, weekends, holidays, and on-call shifts as needed.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to lift up to 25 pounds occasionally.
• Ability to bend, reach, stoop, and move throughout the hotel as necessary.
• Ability to operate office equipment, including computers, telephones, printers, and calculators.
• Ability to respond quickly to operational and guest needs throughout the property.

Preferred Skills

• Knowledge of hotel operations and front office procedures.
• Experience with Choice Hotels systems and brand standards.
• Knowledge of revenue management principles and hotel financial reporting.
• Bilingual skills are a plus.
• Strong organizational, problem-solving, and decision-making abilities.
• Experience with cash handling and reporting.
• Strong multitasking and decision-making abilities.
• Strong leadership and conflict-resolution skills.

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Ability to Relocate:

• Harrah, OK 73045: Relocate before starting work (Required)

Work Location: In person

Work Environment
This position operates primarily in the hotel lobby and front desk area with frequent interaction with guests, employees, and management in a fast-paced hospitality environment.

Equal Opportunity Statement
KIV Hotel II, is an equal opportunity employer and values diversity in the workplace. All employment decisions are made based on qualifications, performance, and business needs.