Front Office Manager

StepStone Hospitality•Wichita, KS

14d

About The Position

The Front Office Manager is responsible for overseeing all front desk operations to ensure exceptional guest service, efficient daily operations, and strong team performance. This role leads the front office team in delivering Hamptonality service standards while maximizing guest satisfaction, brand compliance, and operational efficiency.

Requirements

Minimum of 2–3 years of hotel front office or supervisory experience (Hilton experience preferred)
Strong leadership, communication, and guest-service skills
Proficiency with hotel PMS systems (Pep experience preferred)
Working knowledge of labor management, cash handling, and night audit procedures
Ability to work flexible schedules including nights, weekends, and holidays

Responsibilities

Lead by example in delivering Hampton Inn & Suites’ service culture and Hilton brand standards
Ensure consistent execution of guest arrival, departure, and service recovery processes
Resolve guest concerns promptly and professionally, ensuring high satisfaction scores
Monitor and improve SALT/Guest Satisfaction metrics and online reputation
Oversee daily front desk operations including check-in, check-out, reservations, and billing
Ensure accurate room inventory management and coordination with housekeeping
Monitor cash handling, night audit processes, and daily financial controls
Maintain compliance with brand standards, SOPs, and safety/security procedures
Recruit, train, schedule, and supervise front office team members
Conduct performance coaching, evaluations, and disciplinary actions as needed
Foster a positive, accountable, and guest-focused team culture
Ensure staffing levels align with occupancy and business needs
Control labor costs while maintaining service standards
Assist in budgeting, forecasting, and expense management for the front office
Review daily reports, revenue statistics, and operational KPIs
Support upselling initiatives including Honors enrollment, room upgrades, and add-on services
Work closely with Housekeeping, Maintenance, and Sales to ensure seamless operations
Communicate daily priorities, VIP arrivals, group needs, and service recovery follow-ups
Act as Manager on Duty as scheduled