Front Office Manager
About The Position
The Front Office Manager will oversee daily Front Office operations, including Front Desk, Guest Services, Concierge, and Night Audit functions. This role is responsible for ensuring adherence to all hotel policies, procedures, and operational standards, while monitoring staffing levels and scheduling to support business demands and maintain labor efficiency. The manager will also ensure accurate room inventory management and communication with Housekeeping and other departments, and maintain compliance with safety, security, and emergency procedures. A key aspect of this role is to lead and inspire the Front Office team to deliver warm, personalized, and anticipatory service, ensuring all guest interactions reflect Hotel Bardo's luxury service culture and brand standards. The manager will resolve guest concerns promptly and professionally, monitor guest feedback and online reviews, and actively engage with guests to build relationships and anticipate needs. This position involves recruiting, training, coaching, and developing Front Office team members, conducting regular one-on-one coaching and performance conversations, and fostering a culture of accountability, recognition, collaboration, and continuous improvement. The Front Office Manager will partner with the Director of Front Office on succession planning and talent development initiatives, and ensure all team members maintain professional appearance, grooming, and service standards.
Requirements
- Minimum 3 years of Front Office leadership experience in an upscale or luxury hotel environment.
- Strong knowledge of Front Office operations, guest relations, and service recovery.
- Experience supervising and developing high-performing teams.
- Excellent communication, interpersonal, and organizational skills.
- Proficiency with hotel property management systems and Microsoft Office.
- Ability to work a flexible schedule, including evenings, weekends, and holidays.
Responsibilities
- Oversee daily Front Office operations, including Front Desk, Guest Services, Concierge, and Night Audit functions.
- Ensure adherence to all hotel policies, procedures, and operational standards.
- Monitor staffing levels and scheduling to support business demands while maintaining labor efficiency.
- Ensure accurate room inventory management and communication with Housekeeping and other departments.
- Maintain compliance with safety, security, and emergency procedures.
- Lead and inspire the Front Office team to deliver warm, personalized, and anticipatory service.
- Ensure all guest interactions reflect Hotel Bardo's luxury service culture and brand standards.
- Resolve guest concerns promptly and professionally, turning service opportunities into memorable experiences.
- Monitor guest feedback, online reviews, and satisfaction scores, implementing action plans as needed.
- Actively engage with guests throughout the property to build relationships and anticipate needs.
- Recruit, train, coach, and develop Front Office team members.
- Conduct regular one-on-one coaching, performance conversations, and departmental training.
- Foster a culture of accountability, recognition, collaboration, and continuous improvement.
- Partner with the Director of Front Office on succession planning and talent development initiatives.
- Ensure all team members maintain professional appearance, grooming, and service standards.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
