Hotel Front Office Manager

The Front Office Manager leads the front desk team and owns the arrival and departure experience. Reporting to the General Manager, you'll hire, train, and coach a team of Guest Service Agents and Supervisors, keep the desk running smoothly through heavy group check-ins and busy midweek corporate arrivals, and drive the guest satisfaction scores that define our reputation.

Responsibilities

• Lead, schedule, train, and develop the front desk team, including Front Desk Supervisors and Guest Service Agents
• Deliver a consistent, high-quality arrival experience that meets Hilton and Embassy Suites brand standards
• Plan for and execute large group arrivals, including youth sports tournaments, with pre-keyed rooms, rooming lists, and clear communication with Sales and Housekeeping
• Resolve guest concerns promptly and professionally, and follow through on service recovery
• Monitor and improve guest satisfaction scores, online reviews, and Hilton Honors engagement
• Manage front office labor to budget while maintaining service levels
• Oversee cash handling, bank audits, credit limits, and daily reporting
• Partner with Housekeeping, Engineering, Sales, and Food and Beverage to keep operations coordinated
• Support revenue goals through upselling, inventory awareness, and accurate rate and reservation management

Qualifications

• 2+ years of front office or rooms division supervisory or management experience, preferably in a full-service or upper-upscale hotel
• Experience with hotel property management systems; Hilton PEP or OnQ experience is a strong plus
• A track record of building and motivating hourly teams
• Calm, confident problem-solving in a fast-paced environment
• Strong communication skills with guests, team members, and leadership
• Availability to work a flexible schedule including weekends, holidays, and evenings

About the company

Founded in 2005, Rolling Hills Hospitality operates 19 hotel properties with a central focus on exceeding the expectations of its guests. Rolling Hills Hospitality has positioned itself as one of the premier hotel development and management firms in the region by embodying high operational standards while achieving a simplicity that can be applied to any business model. Through our management agreements, we are responsible for hiring, training, and leading over 300 employees throughout the Ohio Valley. Rolling Hills Hospitality currently maintains upstanding relationships with the nation’s top hotel companies, including Marriott, Hilton, IHG, and Hyatt. Built on the principle of “if we take care of our employees, then our employees will take care of our guests,” our goal is to create a fun working environment for our employees so that we are positioned for growth and excitement for years to come.