Front Office Manager
Location: Courtyard Anaheim Theme Park Entrance
Reports To: General Manager
Department: Front Office
Employment Type: Full-Time | Exempt (Salaried)
Hotel Size: 221 Rooms
Brand: Courtyard by Marriott
Salary Range for Position: $78,000 to $90,000 annually
Position Summary
The Front Office Manager is responsible for leading the daily operations of the Front Office while creating an exceptional arrival and departure experience for every guest. This leader oversees Guest Service Agents, Front Desk Supervisors, and Night Auditors while driving guest satisfaction, associate engagement, operational excellence, and financial performance.
Our hotel consistently operates at high occupancy in one of Marriott's busiest resort markets. Success in this role requires a hands-on leader who enjoys coaching others, solving problems, building strong relationships across departments, and creating memorable guest experiences.
The Front Office Manager serves as the primary champion of the hotel's guest experience culture and plays a critical role in achieving the hotel's Guest Satisfaction (GSS), Intent to Recommend (ITR), MI Health Check, and financial goals while fostering an engaged, accountable, and service-focused team.
Leadership Expectations
At Courtyard Anaheim Theme Park Entrance, our leaders are expected to lead by example and create an environment where both guests and associates feel genuinely welcomed and supported. The Front Office Manager is expected to be a visible, hands-on leader who builds trust, develops people, and sets the standard for exceptional hospitality.
Success in this role requires someone who:
- Leads with integrity, professionalism, and accountability.
- Maintains a visible presence in the lobby and Front Office, providing support to both guests and associates.
- Creates a positive, collaborative team culture built on respect, recognition, and open communication.
- Coaches associates through daily interactions and leads by example rather than simply directing others.
- Builds strong partnerships with every department to deliver a seamless guest experience.
- Takes ownership of challenges, follows through on commitments, and encourages continuous improvement.
- Celebrates team successes while holding associates accountable to Marriott brand standards and hotel expectations.
- Understands that every interaction with a guest or associate is an opportunity to create a memorable experience.
Essential Responsibilities
Leadership & Team Development
- Lead, coach, and develop Front Desk Supervisors, Guest Service Agents, and Night Auditors.
- Create a positive, engaged, and accountable team culture built on respect, teamwork, and service excellence.
- Conduct daily standups to communicate operational priorities, recognize outstanding performance, and reinforce service standards.
- Recruit, onboard, train, coach, and develop new associates.
- Build strong working relationships with all hotel departments to ensure a seamless guest experience and foster a One Team culture.
Guest Experience
- Own Front Office guest satisfaction performance, including Intent to Recommend (ITR), Staff Service, and Elite Appreciation.
- Review guest feedback daily and identify trends requiring follow-up or operational improvements.
- Lead service recovery efforts by resolving guest concerns promptly and professionally.
- Ensure Marriott Bonvoy Elite recognition standards are consistently executed.
- Coordinate VIP, Elite, special request, and group arrivals to deliver personalized guest experiences.
- Respond to Guest Alerts and Customer Engagement Center (CEC) cases within required service standards.
- Partner with department leaders to implement action plans that improve guest satisfaction results.
Front Office Operations
- Oversee all Front Office operations, including Front Desk, Night Audit, guest services, and lobby presentation.
- Ensure efficient check-in and check-out processes while maintaining exceptional hospitality.
- Maintain accurate room inventory, room assignments, billing, and reservation integrity.
- Monitor arrival reports and ensure special requests are fulfilled whenever possible.
- Ensure wholesale reservations, room routing, and guest communications are processed accurately.
- Manage Ambassador arrival amenities and coordinate timely delivery before guest arrival.
- Maintain compliance with Marriott brand standards and hotel operating procedures.
- Serve as Manager on Duty, including evenings, weekends, and holidays as business needs require.
Technology & Systems Management
- Embrace new technology and lead the successful adoption of evolving Marriott systems, including Power of M, to improve operational efficiency and the guest experience.
- Become the Front Office subject matter expert for Power of M and continue building proficiency as Marriott expands the platform.
- Ensure reservation accuracy, billing integrity, room assignments, payment processing, and audit compliance.
- Train and support Front Office associates on Power of M procedures and best practices.
- Partner with corporate support teams to troubleshoot system issues and implement process improvements.
- Maintain accurate system documentation and identify opportunities to improve Front Office workflows through technology.
Financial Performance
- Develop schedules that balance excellent guest service with labor productivity goals.
- Monitor departmental labor costs and staffing levels based on forecasted occupancy.
- Drive room upgrade and upsell opportunities.
- Increase Marriott Bonvoy enrollments through coaching and accountability.
- Ensure compliance with cash handling procedures, billing accuracy, and financial controls.
- Review guest compensation trends and identify opportunities to reduce service recovery costs through operational improvements.
- Participate in annual budgeting, forecasting, and expense management.
Cross-Department Leadership
- Partner closely with Housekeeping to improve room readiness and the guest arrival experience.
- Collaborate with Engineering to resolve guest-impacting maintenance concerns quickly.
- Coordinate with Food & Beverage, Retail, Valet, and Waterpark leadership to ensure a seamless guest experience.
- Support hotel-wide initiatives that improve operational efficiency and guest satisfaction.
Quality Assurance & Compliance
- Lead Front Office readiness for MI Health Check inspections.
- Conduct routine inspections of the Front Desk, lobby, arrival experience, and guest-facing areas.
- Ensure compliance with Marriott brand standards, company policies, and safety procedures.
- Maintain departmental training records and required documentation.
- Promote a safe, clean, and welcoming environment for guests and associates.
Success Measures
Performance in this position will be measured by:
- Guest Satisfaction (GSS)
- Intent to Recommend (ITR)
- GuestVoice performance
- MI Health Check results
- Guest Alert and CEC response quality and timeliness
- Bonvoy enrollment performance
- Room upgrade and upsell results
- Front Office labor productivity
- Payroll accuracy
- Team engagement and retention
- Training completion and associate development
- Cross-department collaboration
- Achievement of departmental financial goals
Qualifications
- Minimum of three years of progressive Front Office leadership experience in a full-service or premium select-service hotel.
- Marriott experience strongly preferred.
- Experience leading teams in a high-volume hotel of 200 or more rooms or a comparable operation.
- Strong leadership, coaching, and team development skills.
- Demonstrated success improving guest satisfaction metrics.
- Strong financial acumen with experience managing labor and departmental expenses.
- Working knowledge of Marriott operating systems, such as Power of M, FOSSE, GXP, and MGS, or comparable hotel property management systems preferred.
- Demonstrated ability to quickly learn new technology and operational systems is essential.
- Excellent communication, organization, and problem-solving skills.
- Ability to remain calm and make sound decisions in a fast-paced environment.
- Flexible schedule, including evenings, weekends, and holidays.
Why Join Our Team
Courtyard Anaheim Theme Park Entrance is a high-performing Marriott hotel recognized for delivering exceptional guest experiences. We are committed to developing our leaders, promoting from within whenever possible, and providing opportunities for continued career growth.
If you are a service-driven leader who enjoys building great teams, improving guest satisfaction, embracing new technology, and making a meaningful impact every day, we'd love to hear from you.
Pay: $78,000.00 - $90,000.00 per year
Benefits:
- Dental insurance
- Employee assistance program
- Employee discount
- Free parking
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
