Front Office Manager

Tandem Hospitality Group•Lexington, KY

About The Position

The Front Office Manager ensures high-quality service and leadership for Front of House operations. This role oversees and leads the Front Desk team, supports hotel operations, and applies Front Office expertise to assist agents with guest concerns and service. The manager also serves as Manager on Duty during some shifts.

Requirements

Three years of experience as a Guest Service Agent, Supervisor, or Manager.
Management experience.
Front Office Accounting experience.
Proficiency in Microsoft applications.
Verifiable record of improving guest service and satisfaction.
Ability to work a flexible schedule, including weekends and holidays.

Responsibilities

Ensure adherence to and enforcement of all hotel policies and procedures.
Maintain high standards of professionalism and decorum among staff.
Monitor inventory control and ordering procedures for Front Office and guest supplies.
Oversee Front Desk Agent scheduling and requests.
Coach and counsel Front Desk Agents, Night Auditors, and PBX operators as needed to enforce standards.
Create a comprehensive training program that instills a culture of service and follow-through.
Act as a liaison between the Front Office and the Reservations and Sales team.
Troubleshoot guest issues, identify their causes, and work to eliminate them.
Handle guest complaints and issues professionally.
Complete a daily Manager on Duty report communicating guest opportunities and other information.
Assist the Front Desk with all aspects of operations, including check-in and check-out.
Review potential safety and security issues and implement corrective actions.
Know all emergency procedures.
Conduct property walk-throughs at least twice per day.
Coach associates in resolving and de-escalating conflicts.
Assist in welcoming and escorting VIPs and other guests.
Work with Housekeeping, Engineering, Catering, and Sales to ensure groups and special functions run smoothly.