Front Office Manager

Description

Job Title: Front Office Manager

Department: Front Office

Location: The Ben West Palm, Autograph Collection – West Palm Beach, FL

Reports To: Director of Rooms

Status: Full-Time

At The Ben, West Palm Beach, every corner tells a story. Part of Marriott’s Autograph Collection, our hotel is inspired by the legendary Byrd “Birdie” Dewey and her famed Ben Trovato Estate—a place where creativity, sophistication, and individuality converged. Today, The Ben carries that spirit forward, blending modern luxury with a warm, story-rich atmosphere that feels “Exactly Like Nothing Else.”

Perched along the waterfront, The Ben overlooks the shimmering marina and the Intracoastal Waterway, where city energy meets coastal elegance. Guests are invited to savor bold flavors at Proper Grit, our signature whisky and supper club–inspired restaurant, or enjoy rooftop Mediterranean tapas and handcrafted cocktails at Spruzzo, downtown’s only water-facing rooftop lounge. With a rooftop heated saltwater pool, versatile event spaces, and a team devoted to authentic hospitality, The Ben is a destination where every moment becomes a lasting memory.

At The Ben, the front desk is more than a check-in point—it is the heart of our guest experience, where first impressions are made and lasting memories begin. As Front Office Manager, you are the architect of this experience, orchestrating every detail with elegance, precision, and care. You lead a team of ambassadors who embody warmth, sophistication, and attentiveness, ensuring that each guest encounter feels personal and effortless. From anticipating needs before they arise to resolving challenges with poise, your role shapes the narrative of every stay. This is a position for a proactive, inspirational leader who thrives on creating seamless, story-worthy experiences in a dynamic, luxury environment.

Guest Relations

• Oversee all front office operations to ensure exceptional guest satisfaction.

• Address guest complaints, requests, and inquiries promptly, professionally, and with warmth.

• Ensure VIPs and returning guests receive tailored, personalized service.

• Maintain the highest standards of guest service and hospitality across the team.

Team Management

• Recruit, train, and mentor front office staff to uphold The Ben’s luxury service standards.

• Conduct regular performance evaluations, providing constructive feedback and coaching.

• Foster a collaborative, motivated, and positive work environment.

• Schedule staff to ensure appropriate coverage and operational efficiency.

Operations Management

• Monitor daily front desk activities, ensuring smooth and organized operations.

• Maintain a polished, welcoming, and impeccably organized front office environment.

• Implement and enforce standard operating procedures for consistency and excellence.

• Coordinate with other hotel departments to ensure seamless guest experiences.

Financial Management

• Oversee front office budget and manage expenses responsibly.

• Ensure accurate billing, cash handling, and credit card transactions.

• Prepare and analyze financial reports related to front office operations.

Technology & Systems

• Ensure efficient use of hotel management software and systems.

• Train staff on new systems, updates, and technology.

• Troubleshoot and resolve front office technology issues promptly.

Compliance & Safety

• Ensure adherence to all hotel policies, procedures, and brand standards.

• Maintain knowledge of local health, safety, and regulatory requirements.

• Implement and monitor safety protocols to protect guests and staff.

• 3+ years of experience in a supervisory or management role in a front office or hospitality environment.

• Proven ability to lead, coach, and motivate a high-performing team.

• Exceptional communication, interpersonal, and problem-solving skills.

• Experience with GXP, Lightspeed, or similar property management systems is a plus.

• Strong organizational skills with attention to detail and operational excellence.

• Ability to remain calm, professional, and proactive in a fast-paced luxury environment.

• Flexible schedule including evenings, weekends, and holidays as required.

Qualifications

Hotel Experience

Behaviors

• Enthusiastic: Shows intense and eager enjoyment and interest (Required)
• Dedicated: Devoted to a task or purpose with loyalty or integrity (Required)

Motivations

• Required

  Growth Opportunities: Inspired to perform well by the chance to take on more responsibility

Experience

• Required

  2 years:

  Hotel Experience

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.