Front Office Manager

About the role

The Front Office Manager leads all front‑office functions within the hotel, overseeing guest arrival and departure, bell staff, switchboard, front desk and the retail/gift shop. Reporting to senior management, the role ensures high levels of guest satisfaction while driving financial performance.

Key responsibilities

• Supervise and develop the Guest Services team, including bell staff, switchboard operators and front‑desk agents.
• Manage daily front‑office operations, ensuring smooth check‑in/check‑out processes and adherence to service standards.
• Set, monitor and achieve performance, budget and team goals for the department.
• Conduct regular department meetings, communicate objectives and provide feedback.
• Maintain appropriate staffing levels, schedule employees and cover absences as needed.
• Control controllable expenses and contribute to overall property financial targets.
• Ensure compliance with all front‑office policies and procedures.

Required profile

• High school diploma or GED with at least four years of guest‑services or front‑desk experience, OR an associate degree in Hotel & Restaurant Management, Hospitality, Business Administration or related field with at least two years of relevant experience.
• Proven leadership and interpersonal skills, with the ability to motivate and coach staff.
• Strong communication, honesty and integrity, and a customer‑focused mindset.
• Ability to understand and perform duties of team members in their absence.

Required skills