Front Office Manager

Pdk Airport LLC DBA Holiday Inn Portland Airport•Maywood Park, OR

16d

About The Position

The Front Office Manager leads the front desk team and oversees daily Front Office operations at the Holiday Inn Portland Airport. The role focuses on developing employees, creating a welcoming guest experience, maintaining service and quality standards, and supporting strong hotel operations and financial performance. The manager oversees staffing, scheduling, work assignments, training, coaching, and team performance. They handle guest concerns and service recovery, monitor feedback, inspect the Front Office and public areas, coordinate with other hotel departments, oversee night audit and daily financial reporting, and ensure reservations, billing, credit procedures, and transactions are accurate and secure. The role also supports budgeting and financial planning, monitors labor costs and expenses, contributes to occupancy and average daily rate through upselling, and may serve as Manager on Duty during emergencies or operational disruptions. The position calls for a dependable, personable, hands-on hospitality leader who can make decisions, hold the team accountable, and remain composed in a fast-paced hotel environment. Flexibility to work evenings, weekends, and holidays as hotel operations require is expected.

Requirements

At least three years of Front Desk or Guest Service experience, including management experience.
Strong leadership skills and the ability to coach employees while holding the team accountable.
Warm, approachable personality and genuine passion for hospitality.
Excellent communication, organization, and problem-solving skills.
Ability to remain professional and composed during busy periods and challenging guest situations.
Knowledge of hotel front office systems, reservations, billing, and daily operations.
Strong attention to detail and commitment to secure financial practices and guest privacy.
Fluency in English.
Flexibility to work evenings, weekends, and holidays as hotel operations require.
Dependable, organized, and comfortable making decisions and constructively addressing performance issues.

Nice To Haves

Previous experience in an IHG hotel.
Additional language skills.

Responsibilities

Oversee daily Front Office operations, including staffing, scheduling, work assignments, and team performance.
Train, coach, and mentor team members; set expectations, provide feedback, and promote teamwork and accountability.
Ensure employees are trained on front desk systems, security procedures, service expectations, and quality standards.
Model warm, professional, and personalized guest service from arrival through departure.
Handle guest concerns and service recovery situations calmly, professionally, and promptly.
Monitor guest feedback and identify opportunities to improve satisfaction.
Conduct routine inspections of the Front Office and public areas to maintain a clean, organized, welcoming environment.
Coordinate front desk activities with other hotel departments.
Oversee night audit procedures and preparation of daily financial reports.
Ensure reservations, billing, credit procedures, and financial transactions are handled accurately and securely.
Serve as a communication point during emergencies or operational disruptions and act as Manager on Duty when assigned.
Assist with departmental budgeting and financial planning.
Monitor labor costs, expenses, and operational performance.
Help increase occupancy and average daily rate through front desk upselling and effective guest interactions.
Identify opportunities to improve efficiency without compromising the guest experience.