Front Office Manager - LSC

Valencia Group•Austin, TX

About The Position

The Front Office Manager is responsible for managing the hotel’s Front Office and Guest Services functions, monitoring service, identifying opportunities for improvement, and ensuring compliance with service and operational standards. The role coordinates with hotel departments to fulfill guest and internal requests, controls department expenses, maintains budgeted productivity, and maximizes guest satisfaction. This exempt management position reports to the General Manager. Work schedules may vary and may exceed 40 hours per week or 8 hours per day to meet business needs, including evenings, weekends, and peak operational periods. The manager may be on call around the clock for emergencies and may serve as Manager on Duty on weekends as required. The role combines operational oversight, staff scheduling and development, guest service recovery, communication and reporting, and safety and compliance responsibilities.

Requirements

Minimum of 2 years of experience in a hotel leadership position.
Minimum of 3 years of experience in the hospitality industry.
High school diploma or equivalent.
Strong verbal and written communication skills.
Effective time management and problem-solving skills.
Proficiency in Microsoft Office Suite, Windows, and cloud-based applications; familiarity with property management systems, online bookings, and guest feedback.
Ability to work well with a team and demonstrate attention to detail.
Excellent organizational skills and interpersonal abilities.
Ability to address conflict promptly, deal effectively with change, make decisions with available information, and commit to a course of action.
Ability to communicate effectively with subordinates and others, coach and develop team members, convey operating standards, and hold team members accountable.
Ability to follow safety guidelines and behave professionally, including working for long periods and under pressure in a fast-paced environment.
Must be able to stand or walk for up to 8 hours; sitting is allowed during breaks.
Frequently lift or carry up to 10 pounds and occasionally lift or carry up to 30 pounds.
Frequently handle guest key cards and hotel facility keys; occasionally crouch, grasp, and lift boxes of water and beer to stock the Smeg Fridge behind the front desk.
Must be comfortable working in a hotel lobby and willing to navigate outdoors and be exposed to all weather conditions.
Must hold up-to-date TABC and Food Handlers certifications.

Nice To Haves

At least one year of experience in Front Office or Housekeeping.
Valid driver’s license.

Responsibilities

Plan and manage day-to-day Front Office and Guest Services operations and execute department goals.
Promote a positive, supportive work environment through clear communication, teamwork, motivation, empowerment, and associate development.
Monitor guest services and department quality, uphold service standards, review guest feedback, and develop and carry out improvement plans.
Maintain department expenses, budgeted productivity, labor forecasts, cost controls, and hotel assets; monitor labor productivity and adjust as needed.
Process and submit invoices to accounting, manage billing for accounts receivable accounts, compile internet booking information, and assist with guest billing and tax-exemption inquiries.
Assist Front Desk Agents with guest check-ins and check-outs and provide customer service at the desk, lobby, and other hotel areas.
Maintain special guest programs and branded initiatives and complete special projects as assigned.
Walk public spaces, including the front drive, lobby, and public restrooms, to ensure they meet company standards for ambiance and cleanliness.
Supervise Front Office operations and personnel; monitor employee time and attendance through Paycom and create and communicate weekly schedules in Hotel Effectiveness and Paycom.
Interview and hire Front Office and Guest Services candidates; train, coach, motivate, and hold team members accountable to service and operating standards.
Spend time in the lobby engaging with guests, monitoring service, and supporting the team; rehearse service steps and develop training topics based on operational and staff needs.
Investigate and resolve service issues, address internal causes, and recover the guest as appropriate.
Manage hotel communications with guests and employees through communication platforms; review and respond to emails and follow up on guest issues.
Prepare and attend monthly accounts receivable meetings; provide timely and accurate daily operating results and revenue and expense statistics; report incidents and complete incident reports the same day.
Review daily Manager on Duty pass-on information, attend daily stand-up and recovery meetings, and communicate responses and follow-up as needed.
Cooperate with and assist the Sales team with group billing and assist with accounting matters.
Maintain a safe, clean operating environment and ensure compliance with local health codes and regulations.
Complete required certifications and company-mandated harassment, safety, security, and other training; ensure Front Office and Guest Services staff complete required training.
Monitor and promote a safe, secure, healthy, and harassment-free environment in areas of responsibility.
Remain available to assist other departments and perform other duties assigned by the immediate supervisor.