Front Office Manager

This is a high-visibility role in the center of it all. You run the lobby of a busy downtown hotel where business travelers, groups, and leisure guests move through all day and night. You make sure every arrival is smooth, every issue is handled, and every guest leaves with a clear impression of quality.

What you will do
Lead the front desk team
Deliver fast, clean check-ins and check-outs during all shifts
Handle guest issues on the spot and close the loop
Anticipate needs and act before problems develop
Manage VIP arrivals, groups, and special requests
Monitor guest satisfaction scores and online reviews daily
Coach team members in real time on service and communication
Maintain a professional, organized, and guest-ready lobby
Coordinate closely with housekeeping and maintenance to keep rooms ready
Ensure accurate billing, clean folios, and proper cash handling

Service expectations
Strong guest engagement at the desk and in the lobby
Immediate ownership of guest concerns
Consistent recognition of loyalty and repeat guests
Proactive service recovery before escalation

What you bring
At least 1 year in a leadership role
Full-service hotel experience preferred
Strong guest service mindset and presence
Ability to stay calm and decisive under pressure
Experience with PMS systems
Clear communication and team leadership skills

Compensation and benefits
Competitive salary based on experience
Growth opportunities within the company

Why this role matters
The front office shapes the guest experience. When it runs well, the entire hotel performs better. You will set that standard every day.

CUSA LLC is a nationally recognized Hospitality and Property Management Company, and we are seeking an individual to assist with the day to day management of the operations at the Holiday Inn Downtown Memphis.

This position at the hotel will support the General Manager in all aspects of the operations and be able to oversee the office in the Mangers absence. Applicants should have experience in management and/or operational oversight and hotel management experience is a plus.

Please apply online or in person at the hotel.