Front Office Manager

The Ranch at Rock Creek•Philipsburg, MT

16d

About The Position

We are seeking a highly energetic, service-driven Front Office Manager to lead the daily operations of our Front Desk and Night Audit teams. This individual will serve as a key ambassador of the guest experience, ensuring seamless arrivals, departures, and on-property communication while integrating spa and retail touchpoints into the overall guest journey. The ideal candidate is passionate about luxury hospitality, thrives in a fast-paced environment, and brings a proactive, solutions-oriented leadership style that elevates both team performance and guest satisfaction.

Requirements

Minimum 3–5 years of Front Office leadership experience in luxury hospitality
Proven experience with spa and/or retail operations strongly preferred
Strong knowledge of PMS systems and Night Audit procedures
Demonstrated leadership skills with a focus on team development and culture building
Exceptional communication, problem-solving, and organizational skills
Ability to thrive in a fast-paced, guest-focused environment

Responsibilities

Oversee all Front Desk and Night Audit operations to ensure a seamless and elevated guest experience from arrival through departure
Maintain Forbes Five-Star (or equivalent luxury) service standards in all guest interaction
Act as the primary escalation point for guest concerns, ensuring prompt and effective service recovery
Drive consistency in check-in/check-out procedures, room readiness, and guest communication
Champion a culture of anticipatory service, attention to detail, and personalized guest engagement
Lead daily briefings/stand-ups to align the team on arrivals, VIPs, and operational priorities
Collaborate cross-functionally (Housekeeping, F&B, Activities, Spa) to ensure a seamless guest journey
Monitor guest feedback (internal reports, online reviews) and implement continuous improvement strategies
Partner with Spa and Retail teams to drive awareness, bookings, and revenue opportunities
Ensure front office team is knowledgeable and confident in promoting spa services and retail offerings
Support merchandising standards, inventory awareness, and retail presentation in guest-facing areas
Identify upselling and cross-selling opportunities that enhance the guest experience
Recruit, train, coach, and develop Front Desk and Night Audit team members
Foster a high-energy, positive, and accountability-driven team culture
Conduct regular performance check-ins, coaching sessions, and evaluations
Ensure all team members are trained in SOPs, service standards, and systems
Manage labor scheduling to align with occupancy and budget expectations
Monitor departmental expenses and contribute to forecasting and budgeting processes
Ensure accuracy of nightly audit processes, reporting, and financial reconciliations
Drive revenue through upselling strategies and operational efficiency
Ensure adherence to all company policies, safety protocols, and brand standards
Maintain accuracy in PMS, POS, and guest profile systems
Oversee Night Audit procedures, ensuring timely and accurate reporting