Front Office Manager
Posted Updated 7
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Description
Benefits:
- Dental insurance
- Employee discounts
- Health insurance
- Training & development
- Vision insurance
Are you a natural leader who knows how to turn great guest service into a great hotel experience?
At the Holiday Inn Portland Airport, the Front Office is more than a place where guests check in and out. It’s where first impressions are made, problems are solved, and memorable stays begin.
We’re looking for a confident, personable, and dependable Front Office Manager who enjoys developing people, creating a welcoming atmosphere, and leading a team that takes pride in doing things right. If you thrive in a fast-paced hotel environment, know how to keep your team motivated, and can balance excellent service with strong operational performance, we’d love to meet you!
What You'll Do
Lead, Coach & Develop Your Team
- Oversee daily Front Office operations, including staffing, scheduling, work assignments, and team performance.
- Train, coach, and mentor team members to build confidence, improve performance, and deliver consistent service.
- Set clear expectations, provide regular feedback, and promote teamwork, accountability, and a positive work environment.
- Ensure employees are trained on front desk systems, security procedures, service expectations, and quality standards.
Create Memorable Guest Experiences
- Set the example for warm, professional, and personalized guest service.
- Make guests feel welcome from arrival through departure.
- Handle guest concerns and service recovery situations calmly, professionally, and promptly.
- Monitor guest feedback and identify opportunities to improve satisfaction.
- Conduct routine inspections of the Front Office and public areas to maintain a clean, organized, and welcoming environment.
Keep Operations Running Smoothly
- Coordinate front desk activities with other hotel departments to support efficient service.
- Oversee night audit procedures and the preparation of daily financial reports.
- Ensure guest reservations, billing, credit procedures, and financial transactions are handled accurately and securely.
- Serve as a communication point during emergencies or operational disruptions and act as Manager on Duty when assigned.
Support the Hotel’s Financial Performance
- Assist with departmental budgeting and financial planning.
- Monitor labor costs, expenses, and operational performance.
- Help increase occupancy and average daily rate through front desk upselling and effective guest interactions.
- Identify opportunities to improve efficiency without compromising the guest experience.
What We're Looking For
- A minimum of three years of Front Desk or Guest Service experience, including management experience.
- Previous experience in an IHG hotel is a plus.
- Strong leadership skills and the ability to coach employees while holding the team accountable.
- A warm, approachable personality and a genuine passion for hospitality.
- Excellent communication, organization, and problem-solving skills.
- The ability to remain professional and composed during busy periods and challenging guest situations.
- Knowledge of hotel front office systems, reservations, billing, and daily operations.
- Strong attention to detail and a commitment to secure financial practices and guest privacy.
- Fluency in English; additional language skills are a plus.
- Flexibility to work evenings, weekends, and holidays as hotel operations require.
What Makes You a Great Fit?
You lead by example. You are dependable, organized, and comfortable making decisions. You understand that great teams need both support and accountability, and you know how to address performance issues constructively. You enjoy interacting with guests, helping employees succeed, and taking ownership when something needs to be fixed.
Most importantly, you understand that hospitality is about people—the guests we welcome and the employees who make their stays special.
Why Join Holiday Inn?
- The opportunity to lead and develop a guest-focused team.
- The chance to make a meaningful impact on hotel operations and guest satisfaction.
- Opportunities to strengthen your hotel management skills and grow professionally.
- Access to applicable IHG employee room discounts and training opportunities.
Ready to Lead the Experience?
If you're a hands-on hotel leader who brings professionalism, personality, and dependability to work every day, we encourage you to apply.
Join the Holiday Inn Portland Airport team and help us make every guest feel welcome.
Equal Opportunity Employer
We are an Equal Opportunity Employer and value diversity at all levels. All employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other legally protected status.
We are an Equal Opportunity Employer and value diversity at all levels. All employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other legally protected status.