Hotel Front Office Manager

BMI Hospitality Management • Lynnwood, WA

1d

About The Position

The Front Office Manager oversees front desk operations at the Embassy Suites by Hilton Seattle North Lynnwood. The role schedules and supervises staff, supports hiring and training, maintains accurate and sensitive records, and ensures adherence to hotel and company procedures. The manager helps resolve guest and employee concerns, supports meetings and property inspections, assists with sales and marketing, and performs General Manager duties when the General Manager is absent. The position may cover front desk shifts and support housekeeping operations when no Housekeeping Manager is present.

Benefits include medical, dental, and vision coverage after a qualification period; potential monthly performance bonuses of up to $1,000; a 401(k) with match after a qualification period; Hilton worldwide employee discounts; Washington State Paid Sick Leave; vacation accrued based on hours worked; 10 paid holidays each year; and free parking.

Requirements

• At least 2 years of work experience in hotel front desk operations.
• Previous customer service experience.

Nice To Haves

• Previous supervisory or management experience.

Responsibilities

• Schedule staff based on business demand and ensure front desk shifts are covered.
• Assign duties to front office staff and observe performance for adherence to hotel policies and operating procedures.
• Train front desk staff, including providing safety training.
• Select or assist in selecting front office staff and complete new-hire paperwork.
• Review employee performance and conduct personnel actions, including disciplinary actions and terminations.
• Maintain accurate records, including cash flow sheets, direct-bill accounts, credit card receipts, registration cards, reservation cards, direct bills, credit cards, and other sensitive documents.
• Conduct or assist with staff meetings.
• Follow franchise and company procedures, regulations, and standard operating procedures.
• Attend operations meetings, revenue calls, group resume meetings, and BEO meetings, and share information with team members.
• Assist the General Manager with daily and weekly property inspections to ensure the property meets standards and safety equipment and conditions are up to code.
• Complete projects assigned by the General Manager by their due dates.
• Receive and resolve, or help resolve, guest complaints and employee concerns.
• Perform General Manager functions in the General Manager's absence.
• Cover front desk shifts as needed to maintain smooth operations.
• Correspond with group contacts and travel agents to respond to special requests for rooms and rates.
• Assist with sales and marketing efforts as directed.
• Answer inquiries about hotel policies and services.
• Assist the General Manager with annual employee reviews and ensure employee wages follow wage and salary guidelines.
• Support housekeeping department operations when a Housekeeping Manager is absent.

Benefits

• Medical insurance after the qualification period
• Dental insurance after the qualification period
• Vision insurance after the qualification period
• Competitive performance bonuses, potentially up to $1,000 monthly
• 401(k) with match after the qualification period
• Employee discounts at Hilton Hotels worldwide
• Washington State Paid Sick Leave
• Vacation time accrued based on hours worked
• 10 paid holidays each year
• Free parking

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed