Front Office Manager

Trailborn Hotel Management LLC•Wrightsville Beach, NC

3d•$60,000 - $70,000•Onsite

About The Position

We are seeking a highly motivated, experience-driven Front Office Manager who will focus equally on the guest and team member experience to join our team. The Front Office Manager oversees Front Desk Operations, Bell Services and Valet Operations, and Marketplace to ensure exceptional guest service, efficient daily operations, and alignment with company standards and core values. This role leads the front office team, manages guest experiences from arrival to departure, and works collaboratively with all resort departments to create memorable stays for guests. This position is also responsible for ensuring compliance with Marriott Bonvoy standards, loyalty recognition, and guest engagement initiatives.

Requirements

Minimum 3–5 years of progressive hospitality front office experience, preferably in a resort or lifestyle hotel.
Experience working with Marriott Bonvoy standards and guest recognition programs preferred.
Strong leadership, communication, and conflict-resolution skills.
Ability to work flexible schedules including evenings, weekends, and holidays.
Strong organizational skills and attention to detail.
Ability to multitask and thrive in a fast-paced hospitality environment.
Leadership
Guest Service Excellence
Brand Standards Compliance
Communication
Problem Solving
Team Collaboration
Accountability
Professionalism
Adaptability
Ability to stand and walk for extended periods.
Ability to lift up to 25 pounds occasionally.
Ability to work indoors and outdoors in varying weather conditions as needed.

Nice To Haves

Luxury, lifestyle, or resort experience preferred.
Experience working with Marriott Brand/Marriott Bonvoy standards and guest recognition programs preferred.
Experience with Opera PMS systems.
Experience with HotSOS/Relay communication systems.
Knowledge of revenue management and guest satisfaction platforms.

Responsibilities

Deliver exceptional guest service and ensure a welcoming, professional environment at all times.
Recognize and engage Marriott Bonvoy members according to tier status and brand standards.
Ensure elite member benefits, welcome amenities, upgrades, and service recovery procedures are executed properly.
Resolve guest concerns, complaints, and special requests promptly and effectively.
Monitor guest satisfaction scores, online reviews, and guest feedback platforms to implement continuous improvements.
Ensure VIP arrivals, group arrivals, and special accommodations are properly coordinated.
Oversee daily front office operations including front desk, bell services, valet operation, marketplace operation and guest services as applicable.
Ensure accurate room assignments, rate management, and billing procedures.
Maintain knowledge of occupancy, availability, and daily resort activities.
Ensure compliance with Marriott Bonvoy brand standards, audit requirements, and loyalty program procedures.
Conduct daily stand-up meetings and communicate operational updates to the team.
Ensure compliance with company policies, safety standards, and service expectations.
Recruit, hire, train, coach, and develop front office team members.
Train team members on all required systems, guest engagement, upselling techniques, and Marriott Bonvoy requirements.
Create employee schedules based on business demands and labor budgets.
Conduct performance evaluations and provide ongoing feedback and recognition.
Foster a positive, collaborative, and accountable team culture.
Support employee engagement and reinforce company core values.
Monitor labor costs and departmental expenses.
Assist with budgeting, forecasting, and payroll review.
Ensure accurate cash handling, audits, and financial reporting procedures.
Maximize revenue opportunities through room upsells, add on opportunities and other ancillary departments.
Partner closely with housekeeping, engineering, food & beverage, and reservations teams to ensure seamless guest experiences.
Communicate operational needs and guest expectations across departments.
Participate in manager-on-duty coverage as assigned.