Front Office Manager

OTH Hotels•Pikesville, MD

1d•Onsite

About The Position

The Front Office Manager is responsible for overseeing all front desk operations to ensure exceptional guest service, efficient daily operations, and seamless coordination across hotel departments. This role leads the front office team, manages guest relations, and ensures smooth check-in and check-out processes while maintaining high service standards and supporting revenue goals. This position operates in a fast-paced, guest-facing hotel environment requiring constant visibility in the front office and active leadership of guest service agents, concierge, and bell staff. The role involves frequent interaction with guests, coordination with housekeeping and maintenance, and flexibility to work varied schedules including nights, weekends, and holidays. Success in this role requires strong leadership, operational expertise, and a consistent focus on delivering exceptional guest experiences under pressure.

Requirements

3–5+ years of hotel front office experience required, including supervisory or management experience in a hotel or resort environment.
Bachelor’s degree in Hospitality Management or related field preferred.
Strong leadership and team development skills.
Excellent customer service and guest relations abilities.
Strong conflict resolution and problem-solving skills.
Financial and operational management capability.
Ability to multitask in a fast-paced, high-pressure environment.
Strong communication and interpersonal skills.
High attention to detail and organizational skills.
Proficiency with property management systems (PMS).
Strong decision-making and prioritization skills.

Nice To Haves

hospitality certifications preferred

Responsibilities

Supervise and lead front desk team, including guest service agents, concierge, and bell staff.
Ensure smooth and efficient check-in and check-out processes.
Monitor room availability, reservations, and occupancy levels.
Collaborate with housekeeping and maintenance to ensure timely room readiness.
Ensure consistent application of brand standards across all front office operations.
Handle escalated guest complaints and resolve issues promptly and professionally.
Maintain a high level of guest satisfaction and service recovery excellence.
Ensure VIP arrivals, special requests, and loyalty program recognition are executed properly.
Serve as a key point of contact for guest relations and problem resolution.
Train, schedule, and evaluate front office staff performance.
Provide coaching, feedback, and ongoing development support.
Foster a positive, service-oriented team culture.
Ensure all team members are trained on and consistently adhere to brand standards.
Maintain accurate financial records including billing, cash handling, and reporting.
Prepare daily, weekly, and monthly operational reports.
Implement upselling strategies to increase revenue and optimize occupancy.
Monitor front office financial performance and support cost control initiatives.
Coordinate with other departments to ensure seamless guest service delivery.
Ensure compliance with hotel policies, procedures, and safety standards.
Maintain accurate records and operational documentation.
Support emergency procedures and incident response as needed.