Front Office Manager

Davidson Hospitality Group•Key West, FL

18d

About The Position

The Front Office Manager leads the Front Office team across the Key West Historic Inns Collection, a group of boutique historic properties in Key West. The role oversees daily operations, supports smooth and consistent service, and helps create a welcoming environment for guests and team members. This is a hands-on leadership position that balances operational performance with genuine hospitality and team development. The manager handles front desk operations and guest service, leads staffing and performance activities, coordinates with other departments, and oversees scheduling, labor, expenses, financial procedures, Night Audit, and operational reporting. The position also monitors guest feedback and performance, supports revenue management practices, and ensures compliance with company policies, safety procedures, and operational standards.

Requirements

A minimum of 2 to 5 years of Front Office or hotel operations experience, including at least 2 years in a leadership or management role.
Experience with hotel property management systems such as StayNTouch, Opera, or similar PMS platforms.
Strong leadership skills and the ability to recruit, coach, mentor, and develop high-performing teams.
Excellent guest service, communication, interpersonal, and conflict resolution skills.
Strong organizational, analytical, and problem-solving abilities, with exceptional attention to detail.
Experience managing labor, scheduling, payroll, budgets, and departmental financial performance.
Working knowledge of hotel operations, revenue management principles, reservations, Night Audit, and guest service standards.
Proficiency in Microsoft Office and other hotel technology platforms.
Ability to work a flexible schedule, including mornings, evenings, weekends, holidays, and varying shifts based on business needs.
Ability to stand and walk for extended periods and occasionally lift up to 25 pounds.
Must be able to read, write, speak, and understand English.

Nice To Haves

Bachelor's degree in Hospitality Management, Business Administration, or a related field; equivalent education and experience are also accepted.

Responsibilities

Oversee daily Front Office operations across the properties, ensuring efficient processes, consistent service standards, and a positive guest experience.
Lead, train, coach, and develop Front Office team members, fostering a collaborative, accountable, and service-focused work environment.
Manage guest arrivals, departures, reservations, special requests, and overall front desk activities.
Handle guest concerns and service recovery situations professionally, empathetically, and with a solutions-focused approach.
Partner with Housekeeping, Engineering, Reservations, and other departments to coordinate operations and meet guest needs.
Manage team schedules, payroll, labor costs, and departmental expenses while maintaining operational efficiency.
Monitor guest feedback, service scores, and departmental performance to identify opportunities for improvement.
Oversee Front Office financial procedures, including cash handling, billing accuracy, payment processing, and reporting.
Ensure proper execution of Night Audit procedures, daily reconciliations, and operational reporting.
Support recruitment, onboarding, performance management, and ongoing professional development of Front Office team members.
Maintain a strong understanding of room availability, occupancy, rates, and revenue management strategies.
Ensure compliance with company policies, safety procedures, and established operational standards.
Provide visible, approachable, hands-on leadership during busy periods and assist with operational needs as they arise.