Hotel Front Office Manager

Job Description

We are seeking a professional, dependable, and service-oriented Hotel Front Office Manager to lead the daily operations of the front office while delivering exceptional guest service and ensuring efficient hotel operations. This hands-on leadership role is responsible for hiring, scheduling, training, and developing Front Desk Agents; maintaining staffing coverage, including responding to call-outs and working shifts as needed; reconciling reservations, room inventory, guest folios, and payment transactions; and ensuring compliance with company policies and brand standards. Working closely with housekeeping, maintenance, and management, the Front Office Manager helps maximize guest satisfaction, operational efficiency, and hotel revenue while leading by example in a fast-paced hospitality environment.

Essential Responsibilities

• Oversee the daily operation of the front office to ensure exceptional guest service and efficient hotel operations.
• Lead, supervise, coach, and develop Front Desk Agents while fostering a positive, team-oriented work environment.
• Recruit, interview, onboard, and train new Front Desk Agents, including providing overnight (Night Audit) training when operationally required.
• Prepare and manage front desk schedules based on occupancy forecasts, business demand, and labor budgets while ensuring appropriate staffing for all shifts.
• Be available to respond to employee call-outs and staffing emergencies, including working front desk or night audit shifts when necessary.
• Perform all front desk duties as needed, including guest check-in and check-out, reservations, payment processing, room assignments, and guest assistance.
• Reconcile daily arrivals, departures, reservations, room inventory, guest folios, and payment transactions to ensure accuracy between the PMS, brand systems, and third-party booking channels.
• Review and resolve reservation discrepancies, billing issues, payment authorizations, no-shows, cancellations, and other front office exceptions.
• Coordinate with housekeeping and maintenance to ensure rooms are inspected, clean, and available for arriving guests.
• Monitor room availability throughout the day and prioritize room assignments to maximize guest satisfaction and operational efficiency.
• Resolve guest concerns, complaints, and service recovery situations promptly and professionally.
• Monitor front office cash handling, deposits, shift reports, and daily audit procedures to ensure accuracy and accountability.
• Assist with daily reporting, occupancy forecasting, and operational performance tracking.
• Maximize hotel revenue by promoting room upgrades, extended stays, and other available services while maintaining rate integrity.
• Maintain effective communication between the front office, housekeeping, maintenance, sales, and management teams.
• Monitor inventory and order front office supplies as needed.
• Ensure compliance with all company policies, brand standards, PCI requirements, and safety procedures.
• Maintain a clean, organized, and professional front office environment.
• Perform additional operational and administrative duties as assigned by the General Manager.

Qualifications

• High school diploma or GED required; Associate's or Bachelor's degree in Hospitality Management preferred.
• Minimum of 2 years of hotel front office experience, including at least 1 year in a supervisory or leadership role.
• Experience with hotel Property Management Systems (PMS); Choice Advantage experience preferred.
• Strong knowledge of hotel operations, guest service, and revenue awareness.
• Proficiency in Microsoft Office and general computer applications.
• Excellent leadership, communication, organizational, and conflict-resolution skills.
• Ability to multitask and make sound decisions in a fast-paced environment.
• Ability to work flexible schedules, including evenings, weekends, holidays, and overnight shifts when operationally necessary.

Pay: $14.00 - $16.00 per hour

Benefits:

• Employee discount

Work Location: In person