Description
Crowne Plaza North Augusta is seeking an experienced, hands-on Front Office Manager to lead our Front Office team and help create an exceptional experience for both our guests and employees.
This role is ideal for a hospitality leader who enjoys being present in the operation, developing people, creating structure, and holding teams accountable to high standards. We are looking for someone who understands that a successful Front Office is about more than checking guests in and out - it requires strong leadership, consistent training, effective communication, attention to detail, and the ability to create a team that takes ownership of the guest experience.
The Front Office Manager will oversee the day-to-day operation of the Front Desk, including Front Desk Agents and Night Audit, while partnering closely with the Director of Rooms and other hotel leaders. A major focus of this position will be strengthening training, consistency, accountability, guest-service execution, and overall Front Office performance.
The ideal candidate will have strong experience with OPERA and OPERA Cloud, preferably within an IHG or full-service hotel environment, and will be comfortable coaching employees, resolving complex guest concerns, managing room.
- Manage daily Front Office operations, including Front Desk and Night Audit coverage.
- Provide visible, hands-on leadership and support the team during peak business periods.
- Ensure accurate check-in/check-out procedures, payment processing, room assignments, guest accounts, and room inventory.
- Monitor arrivals, departures, VIPs, groups, special requests, sellout/oversell situations, and shift communication.
- Maintain strong coordination with Housekeeping, Sales, Revenue Management, Engineering, and other hotel departments.
- Ensure Front Office employees consistently follow hotel procedures, IHG/Crowne Plaza brand standards, and guest-service expectations.
- Lead structured onboarding, training, coaching, and development for new and existing employees, including OPERA, OPERA Cloud, IHG systems, and departmental procedures.
- Identify performance or training gaps, provide timely feedback, and hold employees accountable for attendance, professionalism, productivity, and service standards.
- Conduct regular team meetings, shift huddles, and coaching conversations.
- Respond to escalated guest concerns and ensure appropriate service recovery, follow-up, and documentation.
- Support IHG One Rewards enrollment, recognition, and member-benefit expectations.
- Prepare schedules based on occupancy and operational needs while managing labor, overtime, and staffing levels.
- Review timecards, payroll-related issues, Front Office financial activity, and departmental records for accuracy.
- Support recruitment, interviewing, onboarding, retention, and employee development.
- Assist with budgeting, forecasting, labor planning, supplies, and departmental expense management.
- Participate in hotel leadership meetings and support property-wide operational initiatives.
Requirements
Qualifications
- 3–5 years of progressive Front Office leadership experience in a hotel environment preferred.
- Previous Front Office Manager, Assistant Front Office Manager, Front Desk Manager, or comparable leadership experience strongly preferred.
- Full-service hotel experience preferred; IHG/Crowne Plaza experience highly preferred.
- Strong working knowledge of OPERA required; OPERA Cloud experience strongly preferred.
- Strong understanding of Front Office operations, room inventory, Night Audit, guest accounts, reservations, and service recovery.
- Demonstrated experience training, coaching, and developing employees.
- Strong leadership, communication, organizational, conflict-resolution, and problem-solving skills.
- Experience with scheduling, labor management, and basic hotel financial controls.
- Ability to remain composed and make sound decisions in a fast-paced hospitality environment.
Leadership Qualities
- Leads from the floor and remains actively involved in the operation.
- Sets clear expectations and follows through.
- Coaches employees before issues become patterns.
- Communicates professionally and handles conflict appropriately.
- Creates structure, accountability, and consistency.
- Takes ownership and makes sound decisions.
- Builds trust while maintaining appropriate professional boundaries.
- Recognizes strong performance and develops future leaders.
- Understands that strong guest service starts with a well-trained and supported team.