Front Office Manager

WizeHire, Inc; Lancaster; On-site; GBP 38,000; Full time

Job summary

A premier hospitality venue in Lancaster is seeking a Front Office Manager to oversee operations and ensure exceptional guest service. The ideal candidate will have at least two years of experience in hotel management, strong supervisory skills, and excellent communication abilities. Responsibilities include managing daily operations, leading the Front Office team, and maintaining service standards. Competitive salary of $50,000 offered.

Qualifications

• Minimum two years of hotel experience in Rooms Division, with supervisory experience preferred.
• Strong knowledge of hotel management systems.
• Ability to work varying shifts, including weekends and holidays.

Responsibilities

• Manage daily Front Office operations and uphold operational standards.
• Ensure excellent guest service and address guest concerns promptly.
• Supervise Front Office associates and conduct shift briefings.

Skills

Hotel management experience

Customer service

Problem-solving skills

Communication skills

Integrity in handling transactions

Education

Two years of full-service hotel experience

Supervisory experience preferred

Tools

OPERA PMS

Microsoft Office Suite

Job description

TheFront Office Manager is responsible for managing and directing the day-to-day operations of the Front Office.Must be availabletowork weekends and holidays.

Position Summary

As a member of the Front Office Leadership Team, the Front Desk Manager oversees and leads daily Front Office operations, ensuring smooth shift-to-shift performance and consistent delivery of exceptional guest service. This role serves as the Manager on Duty (MOD) for the Front Office and the resort, acting as a primary point of leadership support for guests and associates. The Front Desk Manager upholds operational standards, resolves concerns quickly,maintainscommunication across departments, and contributes to a positive and engaged work environment. This position plays a key role inrepresentingresort management andensuring thatthe mission and service culture of the property are executed consistently.

Responsibilities

Guest Service & MOD Responsibilities

• Maintain a strong, visible presence at the Front Desk, ensuring accessibility to guests and associates.
• Serve as Manager on Duty (MOD), handlingguest, and employee concerns promptly and professionally.
• Lead service recovery efforts using approved tools and guidelines, documenting all actions accurately.
• Monitor VIPs, special requests, and guest preferences to ensure personalized service and successful stays.

Operational Leadership

• Ensure each shift is properly prepared,including reservation accuracy, room status review, and communication with Housekeeping, Engineering, and other departments.
• Supervise Front Office associates and ensure all tasks are completed accurately and on time.
• Conduct shift briefings/huddles to communicate priorities, updates, and expectations.
• Review and complete all daily reports, logs, discrepancy checks, and shift documentation before the end of each shift.
• Monitor daily inventory to ensure all room types are available and not oversold; verify credit limits and takeappropriate actionon accounts; follow up on open folios and ensure they are closed ina timelyandaccuratemanner; and consistently follow up on guest complaints and requests until full resolution.
• Audit Front Deskworkregularly, including rate overrides, no-shows, adjustments, refunds, discounts, and folio accuracy.
• Ensure correct and accurate cash handling at all times.
• Oversee proper use of OPERA, Canary, andHotSOS/Hotsaucesystems, ensuring all tasks, requests, and communications are completed accurately andin a timely manner. Maintainexcellent communication through these systems and verify that all associates are consistently following proper protocols.
• Ensure accuracy in allSonificharges, gift card transactions, and Best Western Rewards redemptions, including auditing, reconciliation, and immediate reporting of discrepancies.
• Support the Front Office team during periods of heavy occupancy, typically Friday and Saturday nights, as well as Sunday mornings, ensuring smooth operations and timely guest service.

Internal Controls & Standards

• Ensure all Front Office SOPs are followed consistently andassistin creating/updating SOPs as needed.
• Monitor queue times and adjust staffing or task allocation tomaintainefficient operations.
• Oversee security and confidentiality of guest and payment information, enforcing PCI anddata-securityprotocols.
• Respond to emergency situations and ensure associates are trained in safety and emergency procedures.
• Provide real-time coaching, counseling, guidance, and feedback to the Front Office team.
• Support recruiting, onboarding, and training of new associates in coordination with the Director of Rooms.
• Participate in 30/60/90-day check-ins andongoing skills development for all team members.
• Address performance issues promptly and elevate concerns as needed.
• Help foster a positive and supportive work culture based on communication, teamwork, and accountability.
• Maintain open lines of communication with Housekeeping, Engineering, Sales, and Food & Beverage to ensure smooth operations.
• Ensuretimelyfollow-up on all interdepartmental needs, requests, and service issues.
• Provide the Director of Front Office with detailed shift reports, incidents, operational feedback, and recommended action items.

Administrative & Operational Support

• Maintainparsfor supplies and ensure ordering is done responsibly to manage costs
• Review online guest reviews in coordination with the leadership team andidentifyservice trends or improvement opportunities.
• Assistin minimizing overtime and managing labor costs effectively.

Qualifications

What You Bring

• Minimum two (2) years of full-service hotel experience in Rooms Division; at least one (1) year in a supervisory role strongly preferred.
• Strong knowledge of hotel systems; OPERA PMSexperience preferred.
• Ability to work1stand 2nd shifts, including weekends and holidays.
• Excellent verbal and written communication skills.
• Strong problem-solving skills, calm under pressure, andconfidentin decision-making.
• Ability to multitask in a fast-paced environment with high guest interaction.
• High levelof integrity in handling financial transactions and confidential information.
• IntermediateproficiencywithMicrosoft Office Suite and strong general technology skills.
• CHS (Certified Hospitality Supervisor) designation preferred but notrequired.
• Strong senseof ownership and genuine commitment to exceptional guest service.

Compensation

$50,000

About Eden Resort & Suites

The Eden Resort & Suites offers a collection of unique and upscale guest rooms and suites, unsurpassed on-site recreational facilities, and an exceptional staff ready to meet guests' needs. With a 50+ year foundation as a premier destination in Lancaster, the Eden Resort is expanding its service offerings and looking for individuals to join our team.

At the Eden Resort, our core values are at the heart of all that we do and are key to our enduring success. Eden Resort team members are deeply committed to caring for every individual who crosses their path, be it a guest or fellow team member. Our dedication to caring for others is expressed by team members'generosity with their time and efforts, the pursuit of excellence in their craft, with a spirit of ownership.