Front Office Manager / Sales Expert

About the Role

This is a hybrid hotel position — part front desk, part office, part sales, and part guest relations.

We are looking for someone who is excellent with people, confident in sales, highly organized, and comfortable with hotel systems.

You will spend part of your shift working directly with guests and the front desk, and part of your time handling the behind-the-scenes business that keeps the hotel running smoothly.

What You'll Do

Guest Experience

• Provide excellent, personal customer service.
• Handle guest concerns and customer recovery.
• Monitor and respond to guest reviews and feedback.
• Manage escalations and follow issues through to resolution.

Sales

• Respond to sales and corporate inquiries.
• Follow up on leads and proposals.
• Build relationships with business customers.
• Quote, upsell, and close business.
• Look for opportunities for additional room nights, extensions, and upgrades.

Marriott Systems & Reservations

• Work confidently in FOSSE/PMS and Marriott systems.
• Monitor room status and in-house reservations.
• Cross-check reservations and room status for accuracy.
• Monitor rate codes and identify discrepancies.
• Assist with reservations, arrivals, departures, and billing issues.

RFPs & Business Correspondence

• Respond to sales emails and inquiries.
• Prepare professional proposals and correspondence.
• Work with MarRFP, OneSource, and Cvent.
• Track RFP deadlines and follow up on opportunities.

Front Office & Training

• Support front-desk operations during busy periods.
• Train front-desk associates on procedures and customer service.
• Maintain front-desk standards and protocols.
• Help ensure proper escalation and recovery procedures are followed.

Organization & Administration

• Assist with accounts receivable processing.
• Maintain customer-recovery follow-up.
• Organize management tasks and follow-up through Trello.
• Keep important operational and sales items moving through completion.

What We're Looking For

Required:

• Hotel, hospitality, customer service, front-office, or sales experience.
• Excellent customer-service and communication skills.
• Strong written communication and email skills.
• Strong computer and organizational skills.
• Ability to multitask and follow through.
• Professional, confident, and solution-oriented personality.
• Evening availability is required.
• Weekend and holiday availability as needed.

Strongly Preferred:

• Marriott hotel experience.
• FOSSE/PMS experience.
• Experience with Marriott systems.
• Experience with MarRFP, OneSource, and/or Cvent.
• Hotel sales or corporate sales experience.
• Experience closing business.
• Guest recovery and review-management experience.
• Accounts receivable experience.
• Front-desk training experience.

The Person We're Looking For

You're a great fit if you can go from:

Helping a guest → answering a sales inquiry → closing a room-night opportunity → catching a reservation discrepancy → responding to an RFP → resolving a guest concern → and getting your follow-up completed.

You enjoy people AND business.

You don't want to sit behind a desk all day, but you also don't want a job that is only checking guests in and out.

This role gives you both.

Benefits

• Health insurance benefits available to eligible employees
• Full-time position
• Marriott hotel experience
• Sales and business-development experience
• Opportunity for professional growth
• Hands-on hotel operations experience
• Supportive team environment

Benefits and eligibility are subject to applicable company plan requirements and policies.

Schedule

Full-time / Part-Time | Evening availability required

Evening, weekend, and holiday availability may be required based on hotel business needs.

Pay: $35,000.00 - $42,000.00 per year

Benefits:

• Employee discount
• Flexible schedule
• Health insurance

Work Location: In person