Front Office Manager

Essential Responsibilities

• Oversee the daily operations of the Front Office, including guest check-in, check-out, reservations, room assignments, guest requests, and cashiering procedures.
• Provide leadership, direction, and support to Front Desk staff to ensure efficient and consistent operations.
• Ensure all Front Office employees follow Marriott brand standards, hotel policies, and established operating procedures.
• Monitor guest satisfaction and respond promptly and professionally to guest concerns, complaints, and service recovery opportunities.
• Maintain a visible presence at the Front Desk and actively support the team during high-volume periods.
• Train, coach, and develop Front Office employees to improve performance, service delivery, and operational knowledge.
• Assist with interviewing, hiring, onboarding, scheduling, performance management, and disciplinary processes as needed.
• Prepare and maintain Front Office schedules based on occupancy, business levels, and operational needs.
• Monitor daily occupancy, arrivals, departures, VIPs, groups, special requests, and room availability.
• Ensure accurate handling of cash, credit card transactions, deposits, and other financial responsibilities.
• Review Front Office reports and ensure accuracy of room status, billing, payments, and guest accounts.
• Coordinate closely with Housekeeping to ensure rooms are ready for arriving guests and room status is accurately communicated.
• Work closely with Sales, Housekeeping, Engineering, and other departments to ensure smooth hotel operations.
• Assist with managing overbooking situations, room moves, guest recovery, and other operational challenges.
• Ensure proper completion of shift reports, logs, and required documentation.
• Monitor Front Desk productivity and identify opportunities to improve efficiency and reduce operational issues.
• Conduct regular coaching and provide feedback to employees regarding performance, attendance, guest service, and adherence to hotel standards.
• Ensure proper communication between shifts and departments.
• Assist with emergency procedures and ensure Front Office employees understand hotel safety and security procedures.
• Maintain a professional, clean, and organized Front Desk environment.
• Serve as Manager on Duty when assigned.
• Perform other duties as assigned by management.

Leadership Expectations

The Front Office Manager is expected to:

• Lead by example and maintain a professional and positive attitude.
• Create a welcoming and supportive environment for employees and guests.
• Hold employees accountable while providing appropriate coaching and development.
• Communicate effectively with all departments and management.
• Demonstrate empathy and professionalism when handling guest and employee concerns.
• Be proactive in identifying operational issues and implementing solutions.
• Maintain a strong focus on guest satisfaction and service recovery.

Qualifications

• High school diploma or equivalent required; college degree or hospitality-related education preferred.
• Previous hotel Front Office or Guest Services experience prefferred.
• Previous supervisory or management experience preferred.
• Marriott or other branded hotel experience strongly preferred.
• Knowledge of hotel PMS systems and Front Office procedures.
• Strong written and verbal communication skills.
• Strong organizational and problem-solving abilities.
• Ability to work independently while effectively leading a team.
• Ability to remain calm and professional in high-pressure situations.
• Strong customer service and conflict-resolution skills.
• Ability to work flexible schedules, including evenings, weekends, and holidays as business needs require.

Apply Today!
Join our team and help us create exceptional guest experiences while leading a high-performing Front Office team.