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POSITION SUMMARY

The Front Office Manager is responsible for overseeing the daily operations of the hotel’s front desk and ensuring that guests receive efficient, friendly, and professional service throughout their stay. This position provides leadership and direction to Front Office staff, maintains appropriate staffing levels, ensures established procedures are followed, and assists with resolving guest concerns.

The Front Office Manager serves as a key member of the hotel management team and is expected to lead by example, maintain high standards of guest service, and ensure that Front Office operations run smoothly and efficiently.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Front Office Operations

• Organize, direct, and monitor the daily activities of Front Office staff.
• Ensure adequate staffing levels are maintained at all times based on occupancy and business needs.
• Establish and maintain Front Office procedures to promote consistent and efficient operations.
• Prepare, coordinate, and maintain Front Office staff schedules.
• Monitor workflow and adjust staffing or assignments as necessary.
• Ensure efficient, friendly, and professional guest registration, check-out, and telephone service.
• Observe Front Office staff to ensure established policies, procedures, and service standards are consistently followed.
• Perform Front Desk Agent responsibilities as needed to maintain proper coverage and service levels.
• Monitor and maintain the cleanliness, organization, and professional appearance of the Front Desk and surrounding area.

Guest Service

• Ensure guests' needs are addressed promptly, professionally, and courteously.
• Work to ensure each guest has a pleasant and positive hotel experience.
• Assist Front Office staff with resolving guest questions, concerns, and complaints.
• Handle escalated guest complaints and situations when necessary.
• Assist guests with dining, entertainment, transportation, and other local reservations or arrangements as needed.
• Maintain a thorough knowledge of hotel services, facilities, amenities, policies, procedures, room types, and room rates.
• Maintain knowledge of local attractions, restaurants, transportation options, and other area resources in order to effectively assist guests.

Room Inventory & Daily Operations

• Review daily room availability and communicate important information to appropriate hotel staff.
• Review the daily status of departures and ensure rooms are properly accounted for and communicated to Housekeeping and other departments.
• Monitor room inventory and assist with maximizing room availability and occupancy.
• Communicate changes in room status, special requests, VIP arrivals, and other important information to the appropriate departments.

Reports & Administrative Responsibilities

• Ensure all required Front Office reports, forms, logs, and paperwork are completed accurately and on time each day.
• Review Front Office documentation for accuracy and completeness.
• Ensure Front Office staff follow required cash-handling, payment, reservation, and documentation procedures.
• Assist management with operational reports and administrative duties as assigned.

Leadership & Staff Management

• Provide direction, training, coaching, and support to Front Office employees.
• Lead by example by consistently demonstrating professional behavior and excellent guest service.
• Monitor employee performance and address performance or procedural issues appropriately.
• Communicate expectations clearly to Front Office staff.
• Promote teamwork and effective communication between the Front Office and other hotel departments.
• Assist with training new Front Office employees and ensuring they understand hotel policies, procedures, and service expectations.

ADDITIONAL RESPONSIBILITIES

• Maintain a professional appearance and demeanor at all times.
• Protect guest privacy and confidential hotel information.
• Follow all hotel policies, procedures, and safety requirements.
• Maintain a working knowledge of emergency procedures and respond appropriately when necessary.
• Assist other departments when operationally necessary.
• Perform Front Desk duties when staffing levels or business needs require.
• Perform other related duties and responsibilities as assigned by management.

QUALIFICATIONS

• Previous hotel Front Office or hospitality experience preferred.
• Previous supervisory or management experience preferred.
• Strong customer service and communication skills.
• Ability to lead, motivate, and effectively supervise employees.
• Strong organizational and time-management skills.
• Ability to multitask and prioritize responsibilities in a fast-paced environment.
• Ability to handle guest complaints and difficult situations professionally.
• Proficiency with hotel front desk/PMS systems preferred.
• Basic computer and administrative skills.
• Ability to work flexible hours, including weekends and holidays, as required by hotel operations.

PHYSICAL REQUIREMENTS

• Ability to stand and walk for extended periods of time.
• Ability to sit, stand, bend, reach, and move throughout the hotel as required.
• Ability to lift and carry reasonable amounts of supplies and equipment as necessary.
• Ability to work effectively in a busy, guest-facing environment.

PERFORMANCE EXPECTATIONS

The Front Office Manager is expected to maintain high standards of professionalism, guest service, accuracy, communication, and leadership. The Front Office Manager is responsible for ensuring the Front Office operates efficiently while supporting the hotel's overall goals for guest satisfaction, employee performance, revenue, and operational excellence.