Front Office Manager

Donohoe Hospitality Services • Baltimore, MD

5h • Onsite

About The Position

At Canopy by Hilton Baltimore Harbor Point, the team delivers a vibrant, neighborhood-inspired guest experience, rooted in genuine connections, thoughtful service, and a commitment to excellence. They are looking for a Front Office Manager who leads with confidence, communicates with clarity, and thrives in a fast-paced, guest-focused environment. This role is essential to ensuring seamless operations, exceptional service delivery, and a positive team culture. The Front Office Manager is responsible for overseeing all front office operations, ensuring outstanding guest service, operational efficiency, and team engagement. This leader manages daily front desk functions, drives service excellence, supports revenue and guest satisfaction goals, and develops team members to perform at their best. The ideal candidate is a hands-on leader who balances operational discipline with a warm, approachable leadership style and a strong sense of accountability.

Requirements

• Minimum 2–3 years of hotel front office supervisory or management experience
• Strong leadership, communication, and problem-solving skills
• Proficiency in hotel property management systems (e.g., Opera, OnQ, or similar)
• Ability to manage multiple priorities in a fast-paced environment
• Strong attention to detail and organizational skills
• Flexibility to work evenings, weekends, and holidays as operational needs require

Nice To Haves

• Experience in an upscale, lifestyle, or full-service hotel environment preferred

Responsibilities

• Ensure all guests receive prompt, professional, and personalized service from arrival to departure
• Resolve guest concerns and service recovery situations with urgency and professionalism
• Maintain high guest satisfaction scores and service standards aligned with brand expectations
• Monitor lobby presence and guest interactions to ensure a welcoming and engaging environment
• Lead by example in delivering exceptional hospitality and creating memorable guest experiences
• Oversee daily front office operations, including front desk, guest services, and night audit
• Ensure accurate room assignments, billing, and reservation management
• Maintain compliance with brand standards, policies, and operational procedures
• Monitor occupancy, room availability, and service flow to support operational efficiency
• Coordinate closely with Housekeeping, Engineering, and other departments to ensure readiness and service delivery
• Recruit, train, coach, and develop front office team members
• Conduct performance evaluations and provide ongoing feedback and support
• Foster a positive, inclusive, and accountable team culture
• Create and manage staff schedules to ensure appropriate coverage and productivity
• Lead daily stand-up meetings and communicate operational priorities clearly
• Support budget management, labor control, and expense monitoring
• Review daily reports and ensure accuracy in cash handling and financial transactions
• Monitor payroll, overtime, and staffing levels to align with operational needs
• Assist in achieving departmental revenue and profitability goals
• Maintain accurate records and ensure compliance with company policies
• Ensure adherence to safety, security, and emergency procedures
• Maintain compliance with brand, company, and regulatory requirements
• Support training initiatives related to workplace safety and guest security
• Respond appropriately to incidents and document reports as required

Benefits

• Comprehensive Benefits Package that includes health, dental, and vision insurance
• Leaves of absence
• Retirement plans
• Paid time off
• Hotel room discounts
• Included in the company's BONUS PROGRAM
• Daily pay access

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees