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Front Office Manager

Position Description

Provide prompt and efficient service to guests while managing a multitude of tasks.  Ensure the quality of work performed by others complies with standards set forth by department management.


  • Customer service background.

  • Friendly, professional verbal communication.

  • Basic knowledge of sales techniques.

  • Comfortable using a computer.

  • General math aptitude with cash handling experience.

  • Able to read, write, and type.

  • Able to stand for duration of scheduled shift and lift up to 30 lbs.

  • Previous hotel front desk experience.

  • Previous supervisory experience preferred.

Position Requirements/Job Results:

  • Accurately complete, modify, and cancel reservations, register and check out guests, review reservations for special service requests, and post payments using the hotel software system.

  • Oversee the operations of the hotel front desk, including the work of guest service representatives and bell staff, resolution of customer complaints, and appropriate staffing.

  • Enthusiastically welcome guests and attend to their needs by exhibiting high-quality, professional, customer service skills.

  • Handle and resolve customer complaints, resulting in customer satisfaction and developing loyalty.

  • Monitor the performance of front office hourly employees addressing areas of concern and ensuring it meets standards set by management.

  • Maintain professional employer/employee relations including discipline and recognition.

  • Sell hotel guestrooms and services to potential customers resulting in completed reservations.

  • Ensure guest folio balances are accurate and within established credit limits.

  • Adhere to all hotel cash handling procedures.

  • Exhibit professional interpersonal communication skills when dealing with guests and coworkers.

  • Assist in the training of new and existing front office employees.

  • Recognize frequent stay guests and accommodate their needs to the best of one’s ability.

  • Communicate pertinent information to management and co-workers in an accurately, timely manner.

  • Guarantee privacy and security to all hotel guests by following company policies and procedures.

  • Submit accurately complete duty sheets at shift end.

  • Exhibit professional communication and team-member skills to accomplish maximum service for department and property.

  • Comprehend how all departments within the hotel work together and affect each other, guests, and service.

  • Recognize and follow company procedures and policies as defined in the Employee Handbook.

  • Complete any and all tasks given by supervisor.

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