Front Office Manager

The Front Office Manager position will oversee all Front Office operations, including Front Desk, Guest Services, and PBX. Ensure seamless guest experiences from arrival to departure by maintaining high service standards, resolving concerns promptly, and optimizing team performance. Responsible for staffing, training, budgeting, and operational excellence across all front-facing departments. Acts as a key leader in driving guest satisfaction, operational efficiency, and team development.
As Front Office Manager, you will:
Lead and manage all Front Office departments; Front Desk, Guest Services, and PBX, ensuring cohesive operations and exceptional guest service
Onboard, train, and terminate front office personnel, maintaining a high-performing and service-oriented team
Resolve guest complaints and service issues with empathy and efficiency, ensuring timely follow-up and long-term solutions
Oversee scheduling, payroll, and labor management, balancing operational needs with budgetary goals
Produce accurate room forecasts and collaborate with Revenue and Reservations teams to optimize occupancy and rate strategy
Maintain and manage the operational budget, identifying cost-saving opportunities without compromising service quality
Review nightly audit reports for accuracy and compliance, ensuring financial integrity and smooth transitions between shifts
Develop and deliver training programs for Front Office, Guest Services, and PBX teams, aligned with service standards and brand expectations
Act as Manager on Duty, representing resort leadership and supporting all departments during assigned shifts
Champion guest satisfaction platforms (e.g., Medallia, Google Reviews, Expedia), analyzing feedback and implementing strategies to elevate service scores across all touchpoints
Other duties as assigned
3-5 years of relevant experience in hospitality / Front Office, with demonstrated ability to manage different teams and guest experience
Associates degree in related field, hospitality or business management
Proficient with computer software (including Microsoft Office)
Commitment to delivering outstanding service and creating positive guest experiences
Required to complete a background check and a drug test and prove eligibility to work in the United States

Employment type
Full-time

Work arrangement
No