Front Office Manager

Avion Hospitality•Oklahoma City, OK

3d•Onsite

About The Position

We are seeking a dynamic and organized Front Office Manager to lead the daily operations of our Front Office, Night Audit, and Valet departments while delivering an exceptional guest experience. This leadership role is responsible for ensuring all hotel procedures, service standards, and operational expectations are consistently upheld to create a smooth, efficient, and professional arrival and departure experience for every guest. The Front Office Manager oversees front desk operations, drives guest satisfaction, supports revenue performance, and maintains strong communication and coordination across all hotel departments. This position requires a proactive, service-focused leader who can effectively train, coach, and develop associates while fostering accountability, teamwork, and operational excellence. The ideal candidate thrives in a fast-paced hospitality environment and is passionate about delivering high standards of service.

Requirements

Proven experience in hotel front office management or a similar customer service role
Excellent leadership and team management skills
Strong communication and interpersonal abilities
Ability to handle stressful situations with professionalism and tact
Proficiency in hotel management software and MS Office Suite
Attention to detail and organizational skills
Flexibility to work various shifts, including evenings, weekends, and holidays
High school diploma or equivalent

Nice To Haves

Hospitality management degree preferred

Responsibilities

Oversee the daily operations of the Front Office, Night Audit, and Valet departments, including all check-in and check-out procedures.
Ensure associates consistently adhere to hotel policies, procedures, service standards, safety requirements, and appearance expectations.
Deliver and model exceptional guest service in a warm, professional, and guest-focused manner.
Handle guest inquiries, complaints, service recovery situations, and customer care cases promptly and professionally.
Manage room inventory, reservations, and room allocations to maximize occupancy, ADR, and revenue performance.
Implement and reinforce upselling techniques to promote hotel services, amenities, and revenue opportunities.
Train, coach, and develop Front Office associates to ensure consistent service execution and operational excellence.
Ensure associates maintain current knowledge of hotel products, services, pricing, policies, local attractions, and events.
Audit Front Office operations regularly to ensure accuracy, consistency, and compliance with company standards.
Conduct performance evaluations and provide coaching, corrective action, and performance improvement plans as needed.
Verify payroll accuracy for Front Office and Valet personnel.
Maintain accurate reservation records, reports, and operational documentation.
Prepare and review reports related to occupancy, revenue, guest feedback, and operational performance.
Coordinate closely with Housekeeping, Engineering, Reservations, Accounting, and other departments to ensure seamless hotel operations.
Partner with hotel leadership to enhance lobby presentation, curb appeal, and the overall guest arrival and departure experience.
Oversee Front Office supplies, equipment, inventory controls, key control procedures, and security measures.
Maintain knowledge of emergency, fire evacuation, safety, and medical response procedures, including AED operation.
Identify and communicate unsafe conditions or operational concerns to hotel leadership immediately.
Create and post weekly schedules in accordance with company guidelines.
Remain capable of performing all Front Desk functions and responsibilities as operational needs require.