Front Office Manager | The Rally Hotel

Sage Hospitality•Denver, CO

5d•$65,000 - $70,000•Onsite

About The Position

The Front Office Manager plays a pivotal role in delivering a seamless and memorable guest experience. This position is responsible for overseeing the front desk team and all front office administrative duties, ensuring smooth daily operations, upholding service excellence, and driving guest satisfaction and financial success. The ideal candidate is a hospitality professional with a passion for guest engagement, attention to detail, and leadership skills that foster a positive team environment. The role follows a schedule based on operational needs rather than set hours; work continues until all essential tasks are complete. The front desk team operates 24 hours a day, and availability is expected when necessary to support team and operational success.

Requirements

High School diploma or equivalent
Minimum two years previous experience in front office management or a minimum of five years front office experience in hotel work.
Must have total understanding of all hotel front office procedures.
Requires working knowledge of guest services and hotel services, policies or operations. Working knowledge is generally learned on-the-job.
Must have high school graduate level mathematical aptitude; know standard cash handling procedures and knowledge of computerized cash register systems.
Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
Must be fluent in oral and written English.
Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.
Excellent comprehension and literacy required to review correspondence, initiate reports, conduct training, etc.

Responsibilities

Maintain a friendly, cheerful, and courteous demeanor at all times.
Oversee the front desk check-in process, ensuring efficiency and personalized service in alignment with luxury hospitality standards. Facilitate seamless check-out procedures, ensuring accurate folios and a warm departure experience.
Maintain thorough knowledge of the property, amenities, and surrounding area to enhance the guest experience through thoughtful recommendations. Proactively engage with guests to anticipate needs and personalize experiences. Oversee all guest requests (i.e., luggage storage, guest transportation, etc.).
Serve as the primary escalation point for guest concerns, resolving issues promptly to maintain high satisfaction levels. Communicate resolution tactics to DoR and MOD team.
Promptly address all guest post-stay surveys and reviews. Collaborate with other departments to identify and address trends.
Ensure all front desk logs, reports, and daily checklists are completed and reviewed for accuracy.
Control cash transactions at the front desk and maintain complete responsibility for personal bank as specified by hotel bank agreement policy.
Manage relationships with third-party vendors, including but not limited to valet, public area cleaners, etc.
Order all supplies and maintain inventory control, minimizing unnecessary expenses.
Hire, onboard, train, and motivate the front desk team, fostering a culture of excellence, accountability, and service-oriented behavior. Ensure all front desk associates provide a warm, engaging, and professional demeanor, creating a welcoming impression. Ensure all associates are properly trained on hotel systems (Opera, Nor1, AKIA, etc.) and SOPs to uphold standards.
Provide a weekly schedule for all Front Office Associates, posted by 3 pm on Tuesday. Responsible for covering/finding replacements for call-offs.
Conduct monthly one-on-one and full team meetings, and quarterly outings to maintain a clear and consistent communication flow within the department, ensuring operational efficiency and high morale.
Monitor current and implement new effective upselling techniques to drive revenue and enhance guest stays.
Maintain monthly incentive program to motivate the front desk team.
Assist and make recommendations to the Director of Rooms in the areas of conducting performance evaluations, discipline, and terminations as appropriate.
Participate in the Hotel MOD program. Ensure the front desk is represented at each Safety Committee Meeting. Implement and enforce emergency procedures to ensure guest, staff, and property safety.
Maintain interdepartmental communication to facilitate seamless guest experiences. Coordinate with the sales team to elevate group arrivals, departures, and special events.
All other duties as assigned, requested or deemed necessary by management.

Benefits

Unlimited paid time off
Eligible to enroll in medical insurance with employer covering up to 70% of premiums with wellness credit
Eligible to enroll in dental insurance with employer contribution towards premiums & vision insurance
Eligible to participate in the Company’s 401(k) program with up to 4% employer match, meeting safe harbor requirements and no vesting period
Eligible to enroll in Health savings accounts with qualifying medical plans and receive up to $1000 company contribution
Eligible to enroll in Health, Dependent and Commuter flexible spending accounts
Company paid Basic Life and AD&D insurance coverage, with option to enroll in additional coverage
Eligible to purchase Pet Insurance, Accidental Insurance, Critical Insurance and Hospital Indemnity Insurance
Company-paid short-term disability
WINFertility guidance for those enrolled in Sage medical plan
Calm Health Application Subscription
Tuition Reimbursement of up to $2,000 per calendar year
Paid FMLA leave for up to a period of 12 weeks
Employee Assistance Program
Great discounts on Hotels, Restaurants, and much more.
Eligible to participate in the Employee Referral Bonus Program. Up to $1,000 per referral.