Front Office Manager

Kalyan Hospitality•Roanoke, VA

10h•Onsite

About The Position

The Front Office Manager is responsible for overseeing all front desk and guest services operations for a dual-branded hotel, ensuring exceptional guest experiences, operational efficiency, and adherence to brand standards for both Holiday Inn and Candlewood Suites. This role leads the front office team, drives guest satisfaction (GSS/HeartBeat), manages daily operations, and ensures accurate financial and reporting processes are executed consistently.

Requirements

Minimum 2–3 years of hotel front office experience, preferably in a supervisory or management role
Strong knowledge of hotel systems such as Opera PMS
Ability to work flexible schedules including evenings, weekends, and holidays
Guest-first mindset with strong service recovery skills
Operational discipline and attention to detail
Strong financial and analytical awareness
Ability to lead in a fast-paced, multi-brand environment
Team development and accountability

Nice To Haves

Familiarity with IHG systems (Guest HeartBeat, GuestAI, etc.) is a plus
Proven leadership, communication, and problem-solving skills

Responsibilities

Ensure all guests receive a high level of service aligned with IHG brand standards.
Actively monitor and respond to guest feedback through Guest HeartBeat and other platforms.
Resolve guest concerns in real time using service recovery tools (including IHG points when appropriate).
Maintain lobby presence during peak hours to engage with guests and support the team.
Oversee daily front desk operations including check-in/check-out, reservations, and guest inquiries.
Ensure proper management of room inventory and availability, out-of-order (OOO) rooms coordination with housekeeping/maintenance, and group arrivals and special requests.
Monitor daily occupancy, ADR, and RevPAR performance in coordination with revenue strategy.
Hire, train, coach, and develop Guest Service Agents and Night Auditors.
Conduct regular performance evaluations and ongoing training.
Ensure team adherence to company policies, procedures, and service standards.
Create schedules aligned with business demand and labor targets.
Ensure accurate completion of Night Audit and daily reporting, including rooms sold, ADR, and total revenue, no-shows and billing accuracy, and adjustments and transaction reviews.
Verify daily system integrations: Opera PMS accuracy, Inn-Flow Daily Activity balancing, and Hotel Effectiveness room cleaning validation.
Support accounts receivable awareness and proper billing procedures.
Manage front office labor to meet budget expectations.
Monitor productivity metrics and adjust staffing accordingly.
Partner with housekeeping to ensure efficient room readiness and turnover.
Ensure full compliance with IHG brand standards for both properties.
Maintain audit readiness at all times.
Ensure proper handling of cash, credit card procedures, and data security.