Front Office Manager

Crestview Management, LLC•Irving, TX

8d•Onsite

About The Position

Marriott Dallas Las Colinas is a premier business and leisure hotel located in the heart of the Las Colinas business district. We serve business travelers, event guests, and leisure visitors who expect premium service, high standards, and polished experience. Our team takes pride in creating a welcoming, professional, and smooth experience for every guest. We are looking for leaders who care about quality, teamwork, accountability, and hospitality. We are seeking an experienced Front Office Manager to lead the daily operations of the Front Office and ensure an exceptional guest experience from arrival through departure. The Front Office Manager is responsible for overseeing Front Desk operations, developing and coaching team members, maintaining service standards, managing guest concerns, and ensuring the department operates efficiently and professionally. This position works closely with other hotel departments and leadership to support overall hotel operations, guest satisfaction, and revenue goals. The ideal candidate is a hands-on hospitality leader who can motivate a team, make sound operational decisions, and consistently hold themselves and others accountable to high service standards.

Requirements

Previous Front Office or hotel management experience.
Strong knowledge of Front Desk and hotel operations.
Excellent communication, leadership, and interpersonal skills.
Strong organizational and problem-solving abilities.
Ability to handle difficult guest situations calmly and professionally.
Ability to coach, develop, and hold team members accountable.
Strong attention to detail and follow-through.
Ability to work effectively with all hotel departments.
Professional appearance and positive attitude.
Ability to work flexible hours, including evenings, weekends, and holidays.

Nice To Haves

Previous supervisory or management experience in a full-service hotel preferred.
Experience with Marriott systems and hotel property-management systems preferred.

Responsibilities

Oversee daily Front Desk operations and ensure efficient shift-to-shift communication.
Ensure all Front Desk procedures, service standards, and hotel policies are consistently followed.
Monitor arrivals, departures, room assignments, guest requests, and special accommodations.
Ensure accurate handling of cash, credit cards, room charges, and other Front Desk transactions.
Review and address operational issues to ensure a smooth guest experience.
Work closely with Housekeeping, Engineering, Food & Beverage, Sales, and other departments to resolve guest and operational needs.
Assist with staffing, scheduling, coverage, and departmental labor management.
Monitor Front Desk performance and identify opportunities for improvement.
Ensure guests receive professional, friendly, and personalized service.
Handle escalated guest concerns and complaints with professionalism and urgency.
Follow up on guest issues to ensure satisfactory resolution.
Monitor guest feedback and identify trends requiring operational attention.
Support the team in creating memorable guest experiences while maintaining Marriott service standards.
Lead, coach, train, and develop Front Desk team members.
Conduct ongoing performance coaching and provide constructive feedback.
Hold team members accountable for attendance, appearance, conduct, and performance.
Assist with hiring, onboarding, and training new Front Office employees.
Conduct and/or participate in departmental meetings and training.
Build a positive, professional, and team-oriented work environment.
Lead by example and maintain a visible presence at the Front Desk.
Monitor Front Desk transactions and ensure proper cash-handling procedures.
Review reports and identify discrepancies or operational concerns.
Assist with departmental budgets, labor management, and cost-control initiatives.
Ensure accurate completion of Front Office paperwork, reports, and documentation.
Support hotel revenue initiatives and proper room assignment and upgrade practices.
Ensure compliance with hotel policies, brand standards, safety procedures, and applicable laws.
Maintain a clean, organized, and professional Front Desk environment.
Respond appropriately to emergencies and safety concerns.
Protect guest privacy and confidential information.