Guest Services Manager/Front Office Manager

Stonebridge Hospitality Management•Austin, TX

1d•$65,000 - $70,000•Onsite

About The Position

The Front Office Manager oversees the day-to-day and long-term operations of guest reception, reservations, and telephone services, ensuring high standards of guest satisfaction and operational efficiency. Working closely with the Assistant General Manager, the role helps maintain revenue, expense, and quality targets and ensures smooth operations that meet guest and ownership expectations. The position supervises the Front Office Department at Embassy Suites Austin Central.

Requirements

At least 3 years of front office management experience in a hotel environment, with a strong focus on guest service and operations.
Leadership and supervisory skills, including the ability to manage and develop a team.
Strong organizational and multitasking abilities to handle daily front office operations and guest interactions.
Proficiency in property management systems and financial reporting.
Excellent verbal and written communication skills for interacting with guests, staff, and management.
Ability to analyze financial data, including budgets, forecasts, and revenue reports.
Ability to resolve guest complaints and service issues professionally and promptly.
Knowledge of hotel check-in/check-out procedures, billing, and room inventory management.
Ability to stand and walk for extended periods and occasionally lift and carry objects up to 20 lbs.
Availability for a flexible schedule, including evenings, weekends, and holidays.

Responsibilities

Ensure guests are greeted, checked in, and allocated rooms promptly and courteously.
Oversee compliance with check-in procedures and ensure accurate guest details and billing information are collected.
Address guest issues and complaints promptly to support guest satisfaction.
Ensure rooms are serviced and maintained to company standards.
Maximize room occupancy within the agreed overbooking policy.
Facilitate communication among reservations, front office staff, housekeeping, and other departments.
Ensure guest charges are accurately posted and kept up to date.
Enforce credit control procedures and ensure accounts are balanced daily.
Oversee efficient check-out procedures.
Ensure luggage is promptly delivered to and collected from guest rooms.
Maintain cleanliness and order in front-of-house areas, including the entrance and lobby.
Conduct regular performance appraisals for front office staff and provide training and development as needed.