Front Office Manager

Blue Sky Hospitality Solutions•Winchester, VA

About The Position

Ensure exceptional guest service throughout the guest arrival, departure, and all points of contact by providing effective training, proper staffing, and active supervision. This role supports operational excellence through efficient management of labor and supplies, proactive monitoring of guest feedback, and consistent application of brand and company standards. Hours & Schedule: Hours will typically be daytime; however, flexibility is required. This position must be available to fill in for call-offs across all shifts as business needs require, including nights, weekends, and holidays.

Requirements

Minimum of 2 years of Front Desk experience in a leadership role
High School Diploma or equivalent required; Associate’s Degree or higher preferred
Proficient with Property Management Systems (PMS); strong computer literacy required
Demonstrated financial management skills
Advanced knowledge of the brand’s rewards/loyalty program
Ability to accurately handle cash and credit card transactions
Strong customer service skills with the ability to handle difficult situations using patience, tact, and diplomacy
General knowledge of local attractions and transportation
Ability to recognize and respond appropriately to emergency situations, remaining calm under pressure
Working knowledge of federal, state, and local employment laws, including EEO, wage and hour, safety, and labor relations
Ability to establish and maintain effective working relationships with associates and guests
Strong decision-making skills using sound judgment and prior experience
Excellent written and verbal English communication skills

Nice To Haves

Associate’s Degree or higher preferred

Responsibilities

Act as Manager on Duty as scheduled
Ensure efficient guest registration, checkout, guest service, and telephone service in compliance with brand standards
Implement company and franchise programs and initiatives
Prepare forecasts and reports; assist in the development of the rooms budget
Manage and maintain the hotel’s Accounts Receivable, including key and contract accounts (e.g., MSI)
Maintain and update the hotel’s LPU and LCU systems via IHG Smart Pay
Monitor front office systems and equipment to ensure optimal performance
Track guest satisfaction surveys and maximize use of the guest response tracking system
Recruit, interview, hire, train, coach, and develop front office staff
Address performance issues, recommend discipline or termination when appropriate, and ensure timely performance evaluations
Ensure all Front Office Quality Standards are consistently met
Coordinate with other hotel departments to enhance communication and guest satisfaction
Resolve guest complaints and proactively identify service or operational issues
Partner with the sales team to support strategies that improve occupancy and revenue
Maintain regular and reliable attendance in accordance with company standards
Perform additional job-related duties as assigned