Front Office Manager

Job Title: Front Office Manager

Department: Front Office

Reports To: Director of Sales, General Manager

SUMMARY:

Coordinates all Front Office activities of the property and resolves problem while maintaining

the highest levels of associate and guest satisfaction while maximizing efficiency and

profitability. Accommodates guests of the hotel while displaying the highest standards of quality guest service.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Respond professionally to guest reviews in a timely manner, addressing both positive and negative feedback.

• Develop strategies to increase the volume of positive guest reviews, including post-stay follow-up campaigns and on-site encouragement.

• Work closely with front office and guest relations teams to ensure memorable guest experiences that drive 5-star feedback.

• Analyze review trends and ratings, creating monthly reports to track reputation growth and identify areas for improvement.

• Conduct staff training on service excellence and its impact on guest satisfaction and reviews.

• Identify and resolve service issues before they impact online reputation.

• Stay updated on competitor rankings and identify tactics used by top-rated hotels.

• Greets, registers, and assigns rooms to guests.

• Transmits and receives telephone messages when necessary.

• Directs all operations of the front office; hires, interviews, trains, schedules and manages all

front office employees.

• Assigns duties and shifts to workers and observes performances to ensure adherence to hotel

policies and established operating procedures.

• Prepares, authorized, and verifies all departmental time clocks, lunch breaks, requests off.

• Confers and cooperates with other department heads to ensure coordination of activities.

• Answers inquiries pertaining to hotel policies and services.

• Ensures guest satisfaction by responding to and resolving guest complaints.

• Participates in weekly yield meeting offers ideas to enhance sales efforts.

• Assists in the completion of all required paperwork, ensuring that the reports are completed accurately and in a timely manner.

• Assists sales department with inputting rooming lists, set up routing, computes bills collects payment, and make changes.

• Ensures that all required reports are completed and submitted in a timely manner.

• Ensures all proper payments are stored correctly, such as company credit cards as provided by DOS.

• Interfaces with all departments to troubleshoot any problems.

• Fills in at various front office positions when staffing needs dictate. Especially due to requests off, calls off, holidays etc.

• Ensure all billing, cashiering, and reporting tasks are completed accurately and in accordance with hotel policy.

• Ensure there are no missing payments from guests.

• Check the adjustments and refunds made by others.

• Maintains regular contact with the Housekeeping Department to ensure proper room status.

• Green engage and inventory are completed on a monthly bases on a timely manner.

• Ensures that staff is always in adherence to uniform/grooming standards.

• Performs other duties as assigned by management.

• Ensures to have gift shop properly stocked and place orders if necessary.

SUPERVISORY RESPONSIBLIITIES:

Manages up to three subordinate supervisors who supervise a total of twenty employees in the

Front Desk Department, PBX, Reservations and Bell staff. Responsible for the overall

direction, coordination and evaluation of this unit. Carries our supervisory responsibilities in

accordance with the organization’s policies and applicable laws. Responsibilities include

interviewing, hiring and training employees; planning, assigning, and directing work; appraising

performance; rewarding and disciplining employees; addressing complaints and resolving

problems.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty

satisfactorily. The requirements listed below are representative of the knowledge, skill,

and/or ability required:

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedures manuals. Ability to write routine reports and correspondence.

• Knowledge of other languages is a plus.

• Ability to read, write and understand English language.

• Ability to work with mathematical concepts such as probability and trigonometry. Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations.

• Reliable transportation is required.

• Open availability is required: AM shift 7AM-3PM, Mid Shift, PM Shift 3PM-11PM, NA shift 11PM-7AM, weekends and holidays.

• Must maintain a professional business appearance at all times in accordance with the hotel’s

• grooming and uniform standards. Strong understanding of the importance of professional demeanor and attire in guest-facing roles and digital representation.

• Proficiency in Microsoft Office Suite, CRM platforms, and online review management tools (e.g., TripAdvisor, Expedia, Booking etc.).

• Exceptional verbal and written communication skills with the ability to represent the hotel brand in a polished, courteous, and articulate manner. Capable of engaging with guests, stakeholders, and online audiences with professionalism and diplomacy.

• Demonstrates clear, respectful, and concise communication with team members across all departments, ensuring alignment on guest service priorities and brand standards.

• Uses appropriate business language, tone, and etiquette in all forms of internal communication—verbal, written, and digital.

EDUCATION AND/OR EXPERIENCE:

Bachelor’s degree (B.A.) from a four-year college or university; or one to two years’ related

experience and/or training; or equivalent combination of education and experience. In-depth

knowledge of Front Desk and Reservations systems and procedures.

TRAINING NEEDS:

Training in providing quality guest service, telephone etiquette skills, management skills

training, training in sales, forecasting, and budgeting.

PHYSICAL DEMANDS:

The physical demands described here are to representative of those that must be met by an

employee to successfully perform the essential functions of this job. Reasonable

accommodations may be made to enable individuals with disabilities to perform the essential

functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to

finger, handle, or feel; and talk or hear. The employee is frequently required to stand. The

employee is occasionally required to walk; reach with hands and arms; climb or balance; and

stoop, kneel or crouch. The employee must frequently lift and/or move up to 10 pounds and

occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job

include ability to adjust focus.

WORK ENVIORNMENT

Reasonable accommodations may be made to enable individuals with disabilities to perform the

essential functions.

I have read and understand the job description as stated above and accept that any of the

tasks may be modified or changed. I can perform the essential function of this job as listed

above with or without reasonable accommodation.

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

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