Front Office Manager
Role Overview
Assists in administering front office functions and supervises staff across bell/door, switchboard, guest services, and front desk areas.
Directs and works with managers and employees to ensure efficient check-in and check-out, guest and employee satisfaction, and department financial performance.
Key Skills for This Role
Full Job Posting
Role overview
Assists in administering front office functions and supervises staff across bell/door, switchboard, guest services, and front desk areas.
Directs and works with managers and employees to ensure efficient check-in and check-out, guest and employee satisfaction, and department financial performance.
Education and experience
- High school diploma or GED and two years of experience in guest services, front desk, or a related professional area; or a relevant two-year degree with no work experience required.
- The alternative degree may be in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major.
Front office and guest services
- Manage daily operations, front desk shifts, service standards, staffing, and operational needs.
- Resolve complaints and conflicts, gather guest feedback, and improve service, satisfaction, and retention.
- Supervise the front office in the absence of the Front Office Manager or Assistant Front Office Manager.
- Perform front desk duties and run shifts when necessary.
Team leadership and development
- Supervise and manage employees, set expectations, communicate business objectives, recognize performance, and lead by example.
- Coach, mentor, train, and support employee development, orientation, hiring, and performance feedback.
- Encourage collaboration, solicit employee feedback, address concerns, and participate in progressive discipline.
Policies and financial performance
- Implement customer recognition and service programs and ensure adherence to policies, standards, and procedures.
- Monitor credit policies, same-day selling, room revenue, and occupancy to support financial goals.
- Analyze information, solve problems, communicate relevant updates, and support department goals.
Autograph Collection
Autograph Collection includes independent four- and five-star hotels selected for quality, originality, and distinctive guest experiences, as part of Marriott International.
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