Front Office Manager

Our environment is centered on creating memorable guest experiences, achieving the highest levels of customer satisfaction, and delivering quality service while adhering to brand standards and corporate/franchise policies. The Front Office Manager plays a critical role in driving operational success and exceeding financial performance goals.

As Front Office Manager, you will oversee all front office operations and lead a team dedicated to delivering outstanding service. You’ll ensure smooth daily operations, maximize guest satisfaction, and drive performance in line with IHG standards.

We are a drug-free workplace and participate in E-Verify.

What you will be doing

Roles and Responsibilities: This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.

Key Responsibilities:

• Lead and manage Front Desk, Guest Services, and Night Audit teams
• Manage daily front desk and guest service operations to ensure efficiency
• Maintain high guest satisfaction scores and resolve guest concerns professionally and promptly
• Resolve guest concerns and deliver effective service recovery
• Handle VIP arrivals, special requests, and guest recovery situations
• Monitor room inventory, rates, and occupancy in partnership with Revenue Management
• Ensure compliance with cash handling procedures and financial controls
• Train, coach, and develop team members to achieve service excellence
• Conduct daily shift briefings and communicate operational updates
• Ensure adherence to IHG brand standards, service culture, and operational procedures
• Ensure cash handling and accounting procedures are followed accurately
• Oversee night audit and front office financial controls when necessary
• Maintain a professional and welcoming lobby environment
• Assist with emergency procedures and safety protocols
• Support sales initiatives and upselling opportunities
• Review daily reports, audits, and operational metrics
• Coordinate with Housekeeping, Engineering, and Food & Beverage to ensure operational alignment.
• Functions in place of the DOO, and GM in their absence.

Requirements: Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules (including nights, holidays and weekends) to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.

Qualifications:

• Minimum 2 – 5 years of hotel front desk experience
• Minimum 2+ years of hotel front office supervisory experience
• Prior full-service hotel experience required; brand experience preferred
• Strong knowledge of PMS systems (Opera or similar)
• Proven leadership and team development skills
• Excellent communication, problem-solving, and organizational abilities
• Strong understanding of guest service standards and financial accountability
• Ability to manage multiple priorities in a fast-paced environment
• Commitment to delivering exceptional guest service

Key Competencies:

• Leadership and team development
• Guest service excellence
• Conflict resolution
• Organization and time management
• Professional communication
• Revenue awareness
• Attention to detail

Physical Requirements:

• Prolonged periods of standing and walking
• Ability to lift up to 25 lbs. occasionally
• Frequent interaction with guests and team members
• Ability to work extended shifts when needed

Working Conditions:

• Must be available to work flexible schedules, including evenings, weekends, and holidays
• May require extended hours based on business demands
• Primarily on-site role within a full-service hotel environment

Friendwell Managed Hotels function twenty-four hours a day, seven days a week, 365 days a year. As a part of the hospitality industry, a hospitable service atmosphere must be maintained at all times. All employees are required to project a friendly, welcoming, and positive attitude.