Front Office Manager

Property Management•Dallas, TX

9d•Onsite

About The Position

The Front Office Manager plays a pivotal role in shaping the guest experience and setting the tone for every stay. As a key leader within the hotel, this individual champions our culture and values by creating a welcoming environment, fostering teamwork, and delivering exceptional service at every touchpoint. This role is responsible for leading and developing the Front Office team, ensuring operational excellence while inspiring a guest-centric mindset. The ideal candidate is a passionate hospitality professional who thrives in a fast-paced environment, leads with creativity and accountability, and is dedicated to delivering personalized, intuitive service that exceeds guest expectations. By cultivating meaningful guest connections and driving service excellence, the Front Office Manager helps create memorable experiences that reflect the distinctive personalities of both AC Hotel and Moxy.

Requirements

Passionate hospitality professional
Thrives in a fast-paced environment
Leads with creativity and accountability
Dedicated to delivering personalized, intuitive service that exceeds guest expectations
Ability to cultivate meaningful guest connections
Ability to drive service excellence
Ability to create memorable experiences
Knowledgeable in all matters related to the safety, security, satisfaction, and well-being of hotel guests and associates
Ability to respond swiftly and effectively in any hotel emergency or safety situations
Ability to verify all associates are trained and following proper emergency procedures
Ability to maintain proper par on all operation supplies and departmental supplies
Ability to follow budget given by the General Manager
Ability to act as a key partner with the General Manager and the operations leadership team
Ability to demonstrate a united front committed to providing the best possible guest experience
Ability to actively participate in recruitment, training, scheduling, supervising, coaching, and motivation of all Guest Services associates
Ability to create an environment that nurtures ideas and develops future talent for succession planning in the department
Ability to execute the delivery of property events to in-house guests and future guests
Ability to foster open lines of communication within the department
Ability to facilitate daily line ups, weekly leadership meetings, and monthly departmental all staff meetings
Ability to create a transparent dialogue amongst the team to voice ideas and concerns while addressing the department’s key priorities
Ability to coach and mentor your team on the development of their skill set
Ability to foster an environment of continuous growth
Ability to effectively use corrective action to address root causes of issues, course-correcting any missed opportunities
Ability to partner with Housekeeping and Engineering department heads to ensure hotel facilities and rooms are maintained in optimal condition
Ability to monitor all reservation channels, verifying that detailed reservation information is collected and handled properly according to standards and protocol
Ability to champion departmental and hotel-wide initiatives and best practices
Ability to communicate, train, and coach associates on the purpose of each initiative
Ability to maintain regular communication with the General Manager to provide updates, discuss plans, communicate needs, and align on priorities
Flexibility with responsibilities is paramount to support a successful operation

Responsibilities

Uphold and role model the company’s values, while encouraging your direct reports to embody our values that drive collaboration, intuitive service, and trans local hospitality
Demonstrate passion and aptitude for all aspects of a guest’s experience, coaching your team to handle all guest interactions with the highest level of hospitality and professionalism
Encourage your team to find creative solutions in order to accommodate guest requests whenever possible
Serve as the tour guide for all hotel experiences a guest may encounter, following your intuition to uncover each guest’s likes or dislikes, enabling you to add a personalized touch that creates a special memory
Collaborate with and coach your team to complete the necessary activities for the day to ensure standards are achieved, ensuring an environment where associates feel supported and valued to exceed guests’ needs
Be knowledgeable in all matters related to the safety, security, satisfaction, and well-being of hotel guests and associates; responds swiftly and effectively in any hotel emergency or safety situations, and verifies all associates are trained and following proper emergency procedures
Maintain proper par on all operation supplies and departmental supplies while following the budget given to you by the General Manager
Act as a key partner with the General Manager and the operations leadership team, demonstrating a united front committed to providing the best possible guest experience
Actively participate in recruitment, training, scheduling, supervising, coaching, and motivation of all Guest Services associates in order to create an environment that nurtures ideas and develops a future talent for succession planning in the department
Execute the delivery of property events to in-house guests and future guests
Foster open lines of communication within the department by helping to facilitate daily line ups, weekly leadership meetings, and monthly departmental all staff meetings to create a transparent dialogue amongst the team to voice ideas and concerns while addressing the department’s key priorities
Coach and mentor your team on the development of their skill set, fostering an environment of continuous growth; effectively use corrective action to address root causes of issues, course-correcting any missed opportunities
Partner with Housekeeping and Engineering department heads to ensure hotel facilities and rooms are maintained in optimal condition is emphatic about the smallest detail which may go unseen by the untrained eye
Monitor all reservation channels, verifying that detailed reservation information is collected and handled properly according to standards and protocol
Champion departmental and hotel-wide initiatives and best practices (e.g., Lobby Ambassador, and Manager on Duty programs) by ensuring you take the time to communicate, train, and coach associates on the purpose of each initiative
Maintain regular communication with the General Manager to provide updates, discuss plans, communicate needs, and align on priorities, understanding that flexibility with your responsibilities is paramount to support a successful operation