Front Office Manager

Donohoe Hospitality Services•Baltimore, MD

10d•$65,000 - $75,000•Onsite

About The Position

At Canopy by Hilton Baltimore Harbor Point, we deliver a vibrant, neighborhood-inspired guest experience in the heart of Baltimore’s waterfront community. We believe hospitality is personal—rooted in genuine connections, thoughtful service, and a commitment to excellence. Our team sets the tone for every stay, creating welcoming moments that reflect the energy, culture, and character of Harbor Point. We’re looking for a Front Office Manager who leads with confidence, communicates with clarity, and thrives in a fast-paced, guest-focused environment. This role is essential to ensuring seamless operations, exceptional service delivery, and a positive team culture. The Front Office Manager is responsible for overseeing all front office operations, ensuring outstanding guest service, operational efficiency, and team engagement. This leader manages daily front desk functions, drives service excellence, supports revenue and guest satisfaction goals, and develops team members to perform at their best. The ideal candidate is a hands-on leader who balances operational discipline with a warm, approachable leadership style and a strong sense of accountability.

Requirements

Minimum 2–3 years of hotel front office supervisory or management experience
Strong leadership, communication, and problem-solving skills
Experience in an upscale, lifestyle, or full-service hotel environment preferred
Proficiency in hotel property management systems (e.g., Opera, OnQ, or similar)
Ability to manage multiple priorities in a fast-paced environment
Strong attention to detail and organizational skills
Flexibility to work evenings, weekends, and holidays as operational needs require

Responsibilities

Ensure all guests receive prompt, professional, and personalized service from arrival to departure
Resolve guest concerns and service recovery situations with urgency and professionalism
Maintain high guest satisfaction scores and service standards aligned with brand expectations
Monitor lobby presence and guest interactions to ensure a welcoming and engaging environment
Lead by example in delivering exceptional hospitality and creating memorable guest experiences
Oversee daily front office operations, including front desk, guest services, and night audit
Ensure accurate room assignments, billing, and reservation management
Maintain compliance with brand standards, policies, and operational procedures
Monitor occupancy, room availability, and service flow to support operational efficiency
Coordinate closely with Housekeeping, Engineering, and other departments to ensure readiness and service delivery
Recruit, train, coach, and develop front office team members
Conduct performance evaluations and provide ongoing feedback and support
Foster a positive, inclusive, and accountable team culture
Create and manage staff schedules to ensure appropriate coverage and productivity
Lead daily stand-up meetings and communicate operational priorities clearly
Support budget management, labor control, and expense monitoring
Review daily reports and ensure accuracy in cash handling and financial transactions
Monitor payroll, overtime, and staffing levels to align with operational needs
Assist in achieving departmental revenue and profitability goals
Maintain accurate records and ensure compliance with company policies
Ensure adherence to safety, security, and emergency procedures
Maintain compliance with brand, company, and regulatory requirements
Support training initiatives related to workplace safety and guest security
Respond appropriately to incidents and document reports as required