Front Desk Manager-Hotel

Cusa•Peoria, IL

21h•Onsite

About The Position

The Front Office Manager is responsible for overseeing all front office operations for a full-service hotel with more than 320 guest rooms. This leadership role ensures exceptional guest service, efficient operations, financial performance, and team development while maintaining brand standards and operational excellence. The Front Office Manager will lead all front desk functions, guest services, night audit, and lobby operations to deliver a positive and memorable guest experience.

Requirements

Minimum 3–5 years of hotel front office leadership experience required.
Full-service hotel experience strongly preferred.
Experience managing high-volume operations with 300+ rooms preferred.
Strong knowledge of Marriott systems and hotel PMS systems preferred.
Excellent leadership, communication, and problem-solving skills.
Ability to work flexible schedules including nights, weekends, and holidays as needed.
Strong organizational skills with the ability to multitask in a fast-paced environment.
Proficient in Microsoft Office and hotel management software.
Ability to stand and walk for extended periods.
Ability to lift up to 25 pounds occasionally.
Ability to work in a fast-paced hospitality environment.

Nice To Haves

Marriott Experience is required for the position.

Responsibilities

Oversee daily front office operations including Front Desk, Guest Services, PBX, and Night Audit.
Ensure all guests receive exceptional service in accordance with brand and company standards.
Handle guest concerns, complaints, and service recovery professionally and promptly.
Monitor room inventory, occupancy, and room status to maximize revenue opportunities.
Coordinate closely with Housekeeping, Sales, Engineering, and Food & Beverage departments to ensure seamless hotel operations.
Ensure VIP arrivals, group arrivals, and special requests are properly prepared and executed.
Maintain a visible presence in the lobby and guest areas during peak operational times.
Recruit, hire, train, coach, and develop front office team members.
Prepare employee schedules based on business demand and labor guidelines.
Conduct regular performance evaluations and disciplinary actions when necessary.
Foster a positive, team-oriented work environment focused on accountability and guest satisfaction.
Lead daily stand-up meetings and communicate operational priorities effectively.
Monitor labor costs, payroll, and departmental expenses to remain within budget goals.
Review daily revenue reports, occupancy reports, and guest satisfaction scores.
Ensure accurate cash handling procedures, audit controls, and compliance with company policies.
Assist with forecasting and budgeting for the Front Office department.
Maintain proper staffing levels to support operational needs while controlling labor costs.
Ensure compliance with all Marriott/Four Points brand standards and operational procedures.
Maintain cleanliness, organization, and professionalism throughout front office and lobby areas.
Ensure all safety, security, and emergency procedures are followed.
Participate in hotel leadership meetings, training sessions, and property initiatives.