Front Office Manager

The Ranch at Rock Creek•Philipsburg, MT

About The Position

We are seeking a highly energetic, service-driven Front Office Manager to lead the daily operations of the Front Desk and Night Audit teams. The manager serves as an ambassador for the guest experience, ensuring seamless arrivals, departures, and on-property communication while integrating spa and retail touchpoints into the overall guest journey. The role calls for a proactive, solutions-oriented leader who is passionate about luxury hospitality and focused on elevating team performance and guest satisfaction. The Front Office Manager oversees Front Desk and Night Audit operations, upholds Forbes Five-Star or equivalent luxury service standards, and handles escalated guest concerns. The role also champions personalized, anticipatory service; leads team briefings; collaborates across departments; and uses guest feedback to drive improvements. The manager recruits, trains, coaches, and develops team members; fosters a positive, accountable culture; and ensures staff are proficient in SOPs, service standards, and systems. Financial and administrative duties include labor scheduling, expense monitoring, forecasting and budgeting support, nightly audit accuracy, financial reconciliations, and revenue generation through upselling and operational efficiency. The role ensures compliance with company policies, safety protocols, and brand standards, and maintains accurate PMS, POS, and guest profile systems.

Requirements

A minimum of 3–5 years of Front Office leadership experience in luxury hospitality.
Strong knowledge of PMS systems and Night Audit procedures.
Demonstrated leadership skills focused on team development and culture building.
Exceptional communication, problem-solving, and organizational skills.
Ability to thrive in a fast-paced, guest-focused environment.
Passion for delivering exceptional, personalized guest experiences.
Ability to motivate and inspire teams as an engaging, visible leader.
Attention to detail across operational touchpoints.
Ability to collaborate effectively across departments.
Accountability and ownership of successes and opportunities.

Responsibilities

Oversee Front Desk and Night Audit operations to provide a seamless guest experience from arrival through departure.
Maintain Forbes Five-Star or equivalent luxury service standards in guest interactions.
Serve as the primary escalation point for guest concerns and provide prompt, effective service recovery.
Ensure consistent check-in and check-out procedures, room readiness, and guest communication.
Champion anticipatory service, attention to detail, and personalized guest engagement.
Lead daily briefings or stand-ups to align the team on arrivals, VIPs, and operational priorities.
Collaborate with Housekeeping, Food & Beverage, Activities, and Spa to support a seamless guest journey.
Monitor guest feedback, including internal reports and online reviews, and implement continuous improvements.
Recruit, train, coach, and develop Front Desk and Night Audit team members.
Foster a positive, high-energy, accountability-driven team culture.
Conduct performance check-ins, coaching sessions, and evaluations.
Ensure team members are trained in SOPs, service standards, and systems.
Manage labor scheduling in alignment with occupancy and budget expectations.
Monitor departmental expenses and contribute to forecasting and budgeting processes.
Ensure accuracy of nightly audit procedures, reporting, and financial reconciliations.
Drive revenue through upselling strategies and operational efficiency.
Ensure adherence to company policies, safety protocols, and brand standards.
Maintain accuracy in PMS, POS, and guest profile systems.
Oversee Night Audit procedures and ensure timely, accurate reporting.
Drive revenue through spa and retail integration and ensure operational precision across front-of-house touchpoints.