We are seeking an experienced and service-driven Front Office Manager to lead our Front Office team at our AAA Four-Diamond luxury hotel. As a proud member of Preferred Hotels & Resorts, we are committed to delivering personalized, world-class hospitality and creating unforgettable guest experiences.
This leadership role is ideal for someone who is passionate about luxury service, enjoys developing high-performing teams, and thrives in a fast-paced boutique hotel environment.
Position Summary
The Front Office Manager is responsible for the overall operation, training, and service excellence of the Front Office, Reservations, Concierge, Bell, and Valet teams. This position ensures exceptional guest satisfaction, maintains the highest luxury service standards, and provides leadership through coaching, training, and team development.
The Front Office Manager also serves as Manager on Duty when department heads are unavailable and responds to guest concerns with professionalism, urgency, and discretion.
Key Responsibilities
- Lead the daily operations of the Front Office, Reservations, Concierge, Bell, and Valet departments.
- Recruit, hire, train, coach, motivate, and develop team members.
- Foster a positive, collaborative culture built on accountability, professionalism, and exceptional guest service.
- Maintain and enforce hotel policies, procedures, and luxury service standards.
- Lead daily shift briefings and communicate VIP arrivals, group activity, occupancy levels, and guest preferences.
- Ensure smooth arrivals, departures, room assignments, and guest recognition.
- Personally assist guests and resolve concerns promptly while creating memorable recovery experiences.
- Maintain accurate guest profiles and room inventory.
- Partner with Housekeeping, Engineering, Accounting, Sales, Spa, and Food & Beverage to ensure seamless guest experiences.
- Oversee scheduling, employee records, attendance documentation, and departmental communications.
- Conduct ongoing training and update departmental Standard Operating Procedures (SOPs).
- Participate in leadership meetings, forecasting, and operational planning.
- Monitor cleanliness and presentation of the lobby, front drive, and front office areas.
- Ensure compliance with hotel safety procedures, emergency protocols, and accounting policies.
- Serve as Manager on Duty as assigned.
Qualifications
Required
- 2–3 years of Front Office leadership experience in a luxury hotel, boutique hotel, or AAA Four-Diamond/Five-Diamond environment.
- Strong understanding of Front Office and Rooms Division operations.
- Outstanding guest service and problem-solving skills.
- Excellent verbal and written communication skills.
- Proven ability to lead, coach, and develop high-performing teams.
- Strong organizational skills with exceptional attention to detail.
- Ability to remain calm and make sound decisions in a fast-paced environment.
- Experience with Property Management Systems (PMS).
- Proficiency in Microsoft Word and Excel.
Preferred
- College degree in Hospitality Management or related field.
- Experience with Opera Cloud PMS.
- Experience with spa management systems.
- Bilingual or multilingual abilities.
What We're Looking For
The ideal candidate is:
- Passionate about luxury hospitality and personalized guest service.
- A hands-on leader who leads by example.
- Professional, approachable, and highly organized.
- An excellent communicator with strong interpersonal skills.
- Comfortable coaching, mentoring, and developing others.
- Adaptable, proactive, and solutions-oriented.
- Committed to creating exceptional experiences for both guests and team members.
Why Join Us?
As a Preferred Hotels & Resorts member and AAA Four-Diamond luxury property, we pride ourselves on delivering exceptional service through an outstanding team of hospitality professionals. We offer the opportunity to build your career in an environment that values excellence, teamwork, and genuine hospitality while working alongside passionate professionals dedicated to creating memorable guest experiences.
If you are an experienced hospitality leader ready to take the next step in your career, we encourage you to apply.
Pay: From $23.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Health insurance
- Referral program
Work Location: In person
