Front Office Manager | The Normandy Hotel | Modus by PM Hotel Group

We are looking for a Front Office Manager who possesses strong leadership skills, extensive experience in guest services, front office operations and a proven ability to lead and develop a team. This individual will be highly organized, thrive in a fast-paced environment, and demonstrate a strong sense of urgency. They will have exceptional communication skills with both team members and guests, a warm and professional demeanor, and the ability to think creatively to enhance the guest experience.
As a leader, you will passionately inspire your team to deliver exceptional service and showcase the best of what our vibrant city has to offer. This position is exempt and reports to the Hotel Manager. Salary Range: $55,000-$60,000.

The Property

Tucked away on a quiet, tree lined street in Dupont Circle/Adams Morgan, The Normandy Hotel blends historic charm with modern comforts. Originally built as a grand residence in the late 19^th century, today Normandy offers an intimate retreat with 75 thoughtfully designed guest rooms.

Who We Are

• Recognized as a Top Workplace in The Washington Post and Philadelphia Inquirer over the past 9 years.
• Passionate – about hospitality and fostering an environment where associates will thrive.
• Culture driven – dedicated to respect, teamwork, an entrepreneurial spirit, and the drive to succeed.
• Unique – we encourage our associates to express themselves and their individual talents. We celebrate diversity and are committed to equity and inclusion.
• Innovators – we are a lifestyle hotel management company that is constantly evolving. We embrace change.
• A growing team seeking authentic individuals who value engagement and collaboration.
• A company with a strong culture of promoting from within.

What You Will Be Doing

• Oversee all front office operations, ensuring seamless, personalized service across all shifts.
• Assist Front Office team with daily tasks when needed, including valet parking and daily wine hour.
• Serve as Manager on Duty (MOD) as needed, taking full responsibility for operational decisions.
• Ensure exceptional guest experiences by driving personalization and service excellence.
• Maintain a positive and engaging work environment that supports team success.
• Manage scheduling, payroll, labor controls, and departmental administrative functions.
• Collaborate with other departments to ensure alignment and a cohesive guest journey.
• Monitor and analyze performance metrics, implementing strategies for continuous improvement.
• Coach, develop, and train your team within our service culture, championing our vision and ethos.
• Live like a Local; Leading your team to personalize experiences and connect guests to the unexpected in our city. 
• Lead by example; hold yourself accountable and lead by example; showing integrity by always doing the right thing, even when no one is looking.
• Adapt to operational needs, including supporting various shifts such as days, nights, weekends, and holidays.
• Continuously consider the bigger picture and understand your impact on the team, the hotel, and the company.

What We’re Looking For

• Passion for hospitality and providing excellent guest service. This enthusiasm will be apparent from speaking with you.
• 3–5 years of hotel experience, with at least 2 years in a leadership or management role.
• Proven ability to lead, coach, and develop a diverse team.
• Excellent verbal and written communication skills.
• Strong operational knowledge of front office systems and procedures.
• Familiarity with property management systems and Microsoft Office.
• Financial acumen, including payroll, scheduling, and budget awareness.
• Deep knowledge of the local neighborhood and city.
• Ability to give and receive feedback professionally at all levels.
• Open availability, including mornings, evenings, overnights, weekends, and holidays.
• Valid Drivers License
• Housekeeping knowledge a plus

What’s In It For You

• Generous health, dental, and vision insurance, plus 401K starting day 1.
• Comprehensive onboarding and training.
• Ongoing coaching, mentorship, and leadership development.
• Personalized career development plans.
• Monthly fitness and transportation credits.
• Unlimited PTO and 9 paid holidays.
• Volunteer opportunities within the community.
• Paid parental leave.
• Tuition reimbursement opportunities.

Non-Negotiables (Our Core Values)

• Be Wildly Passionate
• Take Ownership
• Build a Positive Team
• Learn Innovate
• Embrace Change
• Communicate
• Serve Others
• Live 360

As part of an organizational culture that embraces change and progress, this job description serves as a foundation for growth and development within the property and the broader Modus Hotels community.

We are an equal opportunity employer committed to fostering an inclusive and respectful workplace for all.

This description is subject to change at the Company’s discretion and does not constitute a contract of employment. Employment remains at-will.

This position is exempt and will require standing and moving for extended periods (approximately 75% of the time).

Salary : $55,000 - $60,000