Front Office Manager
About The Position
The Front Office Manager oversees all front office operations at the Grand Gardner Hotel and ensures guests receive exceptional service from arrival through departure. The position leads the front desk team, coordinates daily operations, supports training and development, and collaborates with other hotel departments to create a seamless guest experience. It plays a key role in maintaining service standards, operational efficiency, and guest satisfaction. The ideal candidate is a hands-on hospitality professional who supports team members, solves problems, and builds positive guest relationships. The role balances guest service responsibilities with operational leadership, including scheduling staff, managing reservations, handling guest concerns, and overseeing daily hotel operations. The Grand Gardner Hotel is an independent boutique hotel with 58 guest rooms and suites, a speakeasy, banquet space, and shared spaces. It is an Urschel Development property in downtown Valparaiso, Indiana, and part of an employee-owned company.
Requirements
- Ability to deliver exceptional guest service and maintain a welcoming, professional atmosphere.
- Ability to lead and support front desk team members.
- Ability to assist with staff scheduling, training, coaching, and performance management.
- Ability to monitor reservations, room availability, guest requests, and service recovery.
- Ability to ensure compliance with cash handling, guest accounting, and hotel operating procedures.
- Ability to collaborate with other hotel departments and leadership.
- Ability to manage multiple priorities with attention to detail.
- Ability to work a flexible schedule, including evenings, weekends, holidays, and occasional overnight support.
- Ability to remain standing and walking for extended periods during shifts.
- Ability to frequently use computers, phones, and other office equipment.
- Ability to occasionally lift and carry items weighing up to 25 pounds.
- Ability to move throughout guest and hotel public areas as needed.
- Ability to maintain focus and professionalism in a fast-paced hospitality environment.
Nice To Haves
- Previous hotel front office or hospitality management experience.
- Experience scheduling staff, managing reservations, handling guest concerns, and overseeing daily hotel operations.
- Familiarity with hotel property management systems and Microsoft Office applications.
Responsibilities
- Deliver exceptional guest service while maintaining a welcoming and professional atmosphere.
- Lead and support front desk team members in daily operations.
- Assist with scheduling, training, coaching, and performance management.
- Monitor reservation activity, room availability, guest requests, and service recovery efforts.
- Ensure compliance with cash handling, guest accounting, and hotel operating procedures.
- Work closely with housekeeping, maintenance, food and beverage, and leadership teams.
- Manage multiple priorities while maintaining attention to detail.
- Work a flexible schedule, including evenings, weekends, holidays, and occasional overnight support when needed.
Benefits
- Employee Stock Ownership Plan (ESOP), with stock issued annually
- Accrued paid time off and holiday pay
- Health, dental, and vision insurance
- Free health clinic available to employees and their dependents
- 401(k) with employer matching
- Free life insurance
- Hotel stay and on-property dining discounts
- Flexible scheduling whenever possible
- Free 24/7 access to an onsite workout center with personal trainers at Urschel’s Chesterton facility
- Professional development support
- Support for community involvement and philanthropy
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
