Front Office Manager

Key West Collection•Key West, FL

21d•Onsite

About The Position

Key West Historic Inns Collection is a group of boutique historic properties in Key West with 219 guestrooms across Winslow’s Bungalows, Lighthouse Hotel, Ridley House, Ella’s Cottages, and Fitch Lodge. The properties feature historic buildings and architectural styles reflecting Key West’s past. The Front Office Manager leads Front Office operations across the properties, supporting smooth daily operations, consistent service, and memorable guest experiences. This is a hands-on leadership role responsible for developing and supporting team members, managing departmental performance, and coordinating with other departments. The role requires a guest-focused leader who can handle operational challenges confidently and balance efficiency with genuine hospitality.

Requirements

Minimum of 2 to 5 years of Front Office or hotel operations experience, including at least 2 years in a leadership or management role.
Experience with hotel property management systems such as StayNTouch, Opera, or similar PMS platforms.
Strong leadership skills, including the ability to recruit, coach, mentor, and develop high-performing teams.
Excellent guest service, communication, interpersonal, and conflict resolution skills.
Strong organizational, analytical, and problem-solving abilities, with exceptional attention to detail.
Experience managing labor, scheduling, payroll, budgets, and departmental financial performance.
Working knowledge of hotel operations, revenue management principles, reservations, Night Audit, and guest service standards.
Proficiency in Microsoft Office and other hotel technology platforms.
Ability to work a flexible schedule, including mornings, evenings, weekends, holidays, and varying shifts based on business needs.
Ability to stand and walk for extended periods and occasionally lift up to 25 pounds.
Must be able to read, write, speak, and understand English.

Nice To Haves

Bachelor's degree in Hospitality Management, Business Administration, or a related field; equivalent combination of education and experience is also accepted.

Responsibilities

Oversee daily Front Office operations across the properties, ensuring efficient processes, consistent service standards, and a positive guest experience.
Lead, train, coach, and develop Front Office team members, fostering a collaborative, accountable, and service-focused work environment.
Manage guest arrivals, departures, reservations, special requests, and overall front desk activities.
Handle guest concerns and service recovery situations professionally, empathetically, and with a solutions-focused approach.
Partner with Housekeeping, Engineering, Reservations, and other departments to coordinate daily operations and meet guest needs.
Manage team schedules, payroll, labor costs, and departmental expenses while maintaining operational efficiency.
Monitor guest feedback, service scores, and departmental performance to identify opportunities for improvement.
Oversee Front Office financial procedures, including cash handling, billing accuracy, payment processing, and reporting.
Ensure proper execution of Night Audit procedures, daily reconciliations, and operational reporting.
Support recruitment, onboarding, performance management, and ongoing professional development of Front Office team members.
Maintain a strong understanding of room availability, occupancy, rates, and revenue management strategies.
Ensure compliance with company policies, safety procedures, and established operational standards.
Serve as a visible and approachable leader, providing hands-on support during busy periods and assisting with operational needs as they arise.