Front Office Manager

KWB Hotels, LLC•Lenexa, KS

About The Position

The Front Office Manager oversees front desk and guest services operations to support exceptional guest satisfaction, efficient operations, and financial accountability. The role leads, trains, and develops front office team members; maintains service standards; supports revenue optimization; and ensures compliance with company policies. It involves independent judgment in managing departmental operations and personnel, supervising 2–12 associates, and minimal travel, which may include supplemental management training. The position requires 40–50 hours over five days, availability to work any shift, and primarily evening and weekend work. The manager may also need to cover call-ins and shifts affected by time-off requests.

Requirements

Four-year college degree or equivalent education or experience.
2–3 years of experience in a related position with KWB or other hotel companies.
Knowledge of discipline-specific KWB policies, procedures, and services, and general knowledge of other hotel departments.
Supervision and management skills.
Ability to achieve positive guest relations and maximize guest satisfaction.
Ability to communicate in English.
Ability to handle cash and credit transactions.
Ability to enforce company rules and standard operating procedures.
Availability to work any shift, including primarily evening and weekend work, and to cover call-ins and shifts affected by time-off requests.

Nice To Haves

A second language is desirable, depending on the needs of the hotel.

Responsibilities

Oversee daily front desk operations, including check-in, check-out, room assignments, and guest registration.
Review arrivals and ensure guest preferences and special requests are fulfilled.
Audit room assignments, routing, and billing for accuracy and compliance with brand and company standards.
Review and correct work generated by the night auditor as necessary.
Maintain proficiency in room inventory management using the Property Management System (PMS).
Monitor and maintain front office systems and equipment.
Manage accounts receivable and oversee billing adjustments.
Establish and enforce department policies, procedures, and service standards.
Direct front office employees and develop or review schedules with the GM/AGM to align productivity with budget goals and business levels.
Recruit, interview, and select front desk candidates, making hiring recommendations with particular weight.
Train, coach, mentor, and evaluate team members throughout their employment.
Conduct performance evaluations with the GM/AGM; provide coaching, counseling, and disciplinary actions, including termination recommendations.
Conduct regular individual and team meetings; enforce uniform, grooming, attendance, and conduct standards.
Address staffing shortages and proactively plan workforce needs.
Serve as Manager on Duty when assigned and resolve guest complaints and service failures using independent judgment.
Monitor guest satisfaction metrics, implement corrective action plans, and review and respond to guest feedback platforms.
Lead departmental loyalty and guest experience initiatives.
Monitor labor costs and productivity; assist the GM/AGM with payroll accuracy and minimizing payroll edits.
Assist with month-end reporting, including tax-exempt reports, invoice coding, and monthly deposit reporting.
Safeguard cash-handling and billing compliance procedures.
Coordinate with other department leaders, participate in hotel-wide initiatives and leadership meetings, and support operational goals.
Assist with front desk coverage during peak periods or staffing shortages, help other hotel departments during shortages or emergencies, and complete routine administrative tasks.