Job Description

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. Rate $72,000 - $76,000 Annually. 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.

• 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.

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