Front Office Manager

Hotel Front Office Manager

Hotel Indigo Nashville at The Countrypolitan – an IHG Hotel

Are you a hospitality leader who thrives on creating memorable guest experiences, developing great teams, and running a strong Front Office operation?

Hotel Indigo Nashville at The Countrypolitan, a newly renovated IHG lifestyle hotel in the heart of downtown Nashville, is seeking an experienced Front Office Manager to lead our Front Office team.

Located in historic Printers Alley and surrounded by the energy, music, entertainment, and hospitality that make Nashville one of the country's most exciting destinations, our hotel is looking for a leader who combines genuine hospitality with strong operational discipline.

This is a hands-on leadership position for someone who enjoys being present with the team and our guests, understands hotel systems and financial controls, and knows how to turn a Front Desk into the center of an exceptional guest experience.

Full-time

Pay: $62,000 to $72,000

Summary

The Front Office Manager (FOM) is responsible for the day-to-day leadership and performance of the Front Office operation and plays a key role in delivering the guest experience at Hotel Indigo Nashville at The Countrypolitan.

The FOM leads, trains, schedules, coaches, and develops the Front Desk team while ensuring consistent execution of IHG brand standards, guest recognition, service recovery, financial controls, safety procedures, and hotel policies.

This position works closely with the AGM and General Manager and assists with Front Office accounting, administrative, human resources, technology, and operational responsibilities.

The Front Office Manager serves as the hotel's primary Front Office systems leader, including Oracle OPERA Cloud, and must be comfortable troubleshooting operational issues, maintaining accurate guest accounts and payment routing, reviewing Front Office financial activity, and ensuring the team is using hotel systems correctly.

The FOM also serves as a Manager on Duty, represents hotel leadership when the General Manager or AGM is unavailable, and will work Front Desk shifts or assist directly with guest service when business demands require it.

Duties & Responsibilities

· Lead the day-to-day Front Office operation while creating a welcoming, professional, energetic, and guest-focused environment.

· Recruit, train, coach, supervise, schedule, and develop Front Desk associates to consistently deliver Hotel Indigo and IHG service standards.

· Establish clear performance expectations and provide ongoing coaching, feedback, recognition, and accountability.

· Ensure Front Office associates are properly trained on Oracle OPERA Cloud, IHG programs and standards, hotel facilities and services, guest recognition, payment procedures, security requirements, and emergency procedures.

· Take ownership of Oracle OPERA Cloud Front Office operations and serve as a key resource for troubleshooting, training, system accuracy, and proper use of the PMS.

· Deliver personalized guest experiences and ensure appropriate recognition of IHG One Rewards members, VIPs, repeat guests, special occasions, and special requests.

· Respond to guest concerns quickly and professionally and make sound service-recovery decisions designed to resolve issues while protecting the guest relationship and the hotel.

· Monitor guest feedback and satisfaction results and work with hotel leadership to identify trends and implement improvements.

· Ensure accurate guest registration, check-in/check-out, room assignments, keys, reservations, billing instructions, payment methods, routing, and folio settlement.

· Maintain strong controls over credit card transactions, guest information, deposits, billing instructions, house accounts, direct billing, adjustments, and other Front Office financial activity.

· Review Front Office and Night Audit activity for accuracy and assist in identifying and correcting discrepancies.

· Ensure guest accounts and reservations have appropriate payment authorization and that outstanding balances, routing issues, open accounts, and other financial exceptions are properly researched and resolved.

· Assist the AGM and hotel leadership with Front Office accounting, reporting, documentation, administrative, and human resources functions.

· Maintain effective Front Office communication through shift logs, pass-downs, daily meetings, departmental meetings, and direct communication with associates and hotel leadership.

· Review daily arrivals, departures, occupancy, VIPs, special requests, room inventory, group activity, and operational priorities with the team.

· Coordinate closely with Housekeeping, Engineering, Sales, Food & Beverage, Accounting, and other departments to provide a seamless guest experience.

· Monitor room inventory and availability and work within the hotel's established revenue strategy to maximize occupancy, ADR, upgrades, walk-in revenue, and upselling opportunities.

· Encourage Front Desk associates to confidently promote upgraded accommodations, hotel services, food and beverage offerings, entertainment, packages, and other hotel experiences.

· Ensure guest requests are properly recorded, communicated, followed through, and completed.

· Conduct routine inspections of the lobby, Front Desk, and guest-facing areas and take immediate action when standards are not being met.

· Develop schedules based on forecasted occupancy and business levels while maintaining appropriate staffing and controlling Front Office labor costs.

· Arrange appropriate shift coverage when call-outs or unexpected staffing needs occur.

· Ensure compliance with hotel cash-handling, credit card, privacy, key-control, safety, security, and emergency-response procedures.

· Serve as Manager on Duty and provide leadership during guest incidents, emergencies, operational disruptions, and other situations requiring management involvement.

· Register guests, answer phones, process reservations, issue keys, assist with luggage or guest needs, and perform Guest Service Agent duties when necessary.

· Support hotel leadership with departmental budgets, labor management, expense control, productivity, and achievement of operational and financial goals.

· Promote teamwork and positive communication across all hotel departments.

· Ensure compliance with federal, state, and local laws and regulations relating to hotel operations, safety, employment practices, and alcohol service where applicable.

· Perform other duties and leadership responsibilities as assigned.