Hotel Front Office Manager

The Front Office Manager leads daily operations of the Front Desk, Call Center, Concierge, and Bell/Valet/Doorman teams. This role builds a warm, guest-focused culture, ensures standards are consistently met, and partners across the hotel to deliver a seamless arrival and departure experience. The ideal candidate is highly motivated, energetic, positive, and team-oriented.

Key Responsibilities

· Manage the Front Office team (Front Desk, Call Center, Concierge, Bell/Valet, and Doorman) and set an approachable, professional tone in all departments.

· Provide exceptional guest service and ensure all team members maintain luxury service standards.

· Create and uphold a positive, team-focused culture with open, timely communication.

· Handle service recovery with empathy and clear communication; follow up to closure.

· Maintain standards and SOPs; keep policies current and implement practical improvements.

· Hire, train, schedule, and coach a guest-focused team; recognize great work and provide timely feedback.

· Serve as Manager on Duty (MOD) as needed to support the operation.

· Manage room inventory (pre-blocking, out-of-order/out-of-service rooms, special requests, connecting rooms, VIPs).

· Communicate clearly on Front Office updates and resort-wide information so all team members have accurate, current details.

· Support the operation hands-on during peak times—assist with check-ins/outs, bell/valet, and the call center as needed.

· Partner with Housekeeping, Engineering, and other departments to reduce wait times and resolve issues quickly.

Qualifications

· 3–5 years of Front Office leadership (Supervisor/Assistant FOM or similar) in an upscale or luxury environment.

· Calm, guest-first problem solver with strong judgment.

· Excellent verbal and written communication; clear, professional email/phone etiquette.

· Proficient with PMS and common hotel tools.

· Flexible schedule including weekends and holidays; MOD coverage as assigned.