Scope of Position The Front Office Manager supports and oversees all guest service operations - including guest registration, bell services, telephone services, night audit, and reservations - to ensure exceptional guest experiences, operational efficiency, and maximum profitability.
Primary Responsibilities
• Assist in training, coaching, and supervising Guest Service Agents, Front Desk Agents, and Night Auditors to maintain high performance standards.
• Oversee and actively participate in guest registration, check-in, and check-out processes.
• Prepare and manage staff schedules in alignment with labor standards, occupancy forecasts, and budget requirements; assign daily tasks and monitor labor costs.
• Resolve guest concerns promptly and professionally, ensuring timely follow-up for satisfaction.
• Enforce established procedures for accounting, credit control, financial transactions, cash handling, guest safety, and emergency protocols.
• Respond quickly to guest requests or issues with a courteous, solution-focused approach.
• Maintain a professional image at all times through appearance, demeanor, and communication.
• Communicate company policies and procedures clearly and consistently to staff.
• Support the hiring process, including interviewing, reference checks, and evaluations, in alignment with company hiring standards.
• Facilitate or assist with training sessions on safety, security, departmental procedures, and service guidelines.
• Ensure the business center is fully stocked and operational each day.
• Attend bi-weekly management meetings in the Director’s absence.
Qualifications
• Previous front office or hospitality supervisory experience required; experience with Marriott brand standards and Lightspeed PMS is a significant plus.
• Strong leadership, problem-solving, and communication skills.
• Ability to work flexible schedules, including nights, weekends, and holidays.
• Proficiency in hotel management systems and MS Office Suite.