Front Office Manager

Position Summary

The Front Office Manager is responsible for overseeing all front desk operations to ensure exceptional guest service, efficient daily operations, and strong team performance. This role leads the front office team in delivering Hamptonality service standards while maximizing guest satisfaction, brand compliance, and operational efficiency.

Key Responsibilities

Guest Experience & Service Excellence

• Lead by example in delivering Hampton Inn & Suites’ service culture and Hilton brand standards
• Ensure consistent execution of guest arrival, departure, and service recovery processes
• Resolve guest concerns promptly and professionally, ensuring high satisfaction scores
• Monitor and improve SALT/Guest Satisfaction metrics and online reputation

Front Office Operations

• Oversee daily front desk operations including check-in, check-out, reservations, and billing
• Ensure accurate room inventory management and coordination with housekeeping
• Monitor cash handling, night audit processes, and daily financial controls
• Maintain compliance with brand standards, SOPs, and safety/security procedures

Team Leadership & Development

• Recruit, train, schedule, and supervise front office team members
• Conduct performance coaching, evaluations, and disciplinary actions as needed
• Foster a positive, accountable, and guest-focused team culture
• Ensure staffing levels align with occupancy and business needs

Financial & Administrative Oversight

• Control labor costs while maintaining service standards
• Assist in budgeting, forecasting, and expense management for the front office
• Review daily reports, revenue statistics, and operational KPIs
• Support upselling initiatives including Honors enrollment, room upgrades, and add-on services

Collaboration & Communication

• Work closely with Housekeeping, Maintenance, and Sales to ensure seamless operations
• Communicate daily priorities, VIP arrivals, group needs, and service recovery follow-ups
• Act as Manager on Duty as scheduled

Qualifications

• Minimum of 2–3 years of hotel front office or supervisory experience (Hilton experience preferred)
• Strong leadership, communication, and guest-service skills
• Proficiency with hotel PMS systems (Pep experience preferred)
• Working knowledge of labor management, cash handling, and night audit procedures
• Ability to work flexible schedules including nights, weekends, and holidays