Front Office Manager

Role overview

Education and experience

• High school diploma or GED and 2 years of experience in guest services, front desk, or a related professional area; alternatively, a two-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major, with no work experience required.

Guest services and front-desk operations

• Manage daily operations, quality, standards, and customer expectations; plan and prioritize work.
• Handle guest complaints, disputes, grievances, and conflicts; obtain feedback and promote satisfaction and retention.
• Supervise staffing levels, front-desk shifts, service procedures, room-revenue selling, and compliance with operating standards.
• Support departmental financial goals and objectives.

Team leadership and people support

• Lead and supervise employees, set expectations, recognize performance, and foster trust and collaboration.
• Coach, mentor, and train staff; support orientation, hiring, employee feedback, and progressive discipline processes.
• Supervise front-office areas when the Front Office Manager or Assistant Front Office Manager is absent.

Policies and communication

• Implement customer recognition and service programs and monitor adherence to credit policies and procedures.
• Ensure property policies and disciplinary procedures are applied consistently and documented according to operating procedures.
• Communicate relevant updates to supervisors, peers, subordinates, and executives; participate in departmental meetings.
• Perform front-desk duties and run shifts as needed.

Employer