Front Office Manager

Marriott•Atlanta, GA

10d•$50,000 - $60,000•Onsite

About The Position

The Front Office Manager directs all front-of-house operations to ensure a seamless, high-touch boutique guest journey from pre-arrival to departure. This role is responsible for department budgeting, strategic hiring, brand standard compliance across multiple guest-facing touchpoints, and driving elite Marriott Bonvoy loyalty metrics.

Requirements

High School Diploma (or GED) plus 4 years of solid experience in guest services, front office, or a highly related hospitality leadership area.
A 4-year bachelor’s degree from an accredited university in Hospitality Management, Hotel Operations, or Business Administration plus 2 years of related experience.
Boutique leadership background: Proven track record as a Assistant Front Office Manager or Front Desk Manager within a lifestyle, luxury, or high-end boutique property.
Marriott systems mastery: Advanced proficiency in Marriott-approved Property Management Systems (PMS) like FOSSE, LIGHTSPEED, or OPERA, alongside guest satisfaction metrics (GSS/Guest View).
Financial acumen: Strong capability in analyzing profit and loss (P&L) statements, labor forecasting, and departmental budgeting.
High emotional intelligence: Superior communication skills required to manage diverse teams, high-profile guests, and stressful operational environments simultaneously.

Responsibilities

Oversee total operations: Direct the Front Desk, Guest Services, Concierge, Bell/Door staff, and Valet teams to ensure unified service.
Manage department financials: Own the front office budget, control labor costs, monitor expenses, and approve departmental purchasing.
Optimize inventory & yield: Partner with Revenue Management to drive dynamic upselling programs, maximize Room Revenue, and manage overbooking strategies.
Champion brand integrity: Ensure the property bridges its unique indie/boutique identity with Marriott’s rigorous global quality assurances.
Recruit and onboard: Architect the hiring, training, and professional development programs for all front office supervisors and line staff.
Set performance metrics: Conduct formal performance reviews, establish clear service goals, and cultivate a culture of accountability.
Inspire authentic hospitality: Coach staff to blend efficient operational workflows with warm, unscripted, and highly personalized guest interactions.
Execute elite VIP protocols: Review daily arrival reports to personally oversee VIP, celebrity, and high-tier Marriott Bonvoy guest arrangements.
Master guest data: Leverage Marriott’s guest preference platforms to anticipate needs and customize stays based on historical data.
Lead advanced service recovery: Take ultimate ownership of complex guest complaints, implementing creative solutions and long-term retention strategies.