Front Office Experience Lead | Guest Service & Team Growth

Best Western Naples Inn & Suites; Naples (FL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Paid time off

Health insurance

401(k)

Hotel discounts

Career growth

Volunteer time off

Job summary

Naples Hotel Group seeks a Front Office Manager to oversee daily front desk operations and deliver exceptional guest service from arrival to departure. You will assist with check-ins, handle guest requests, coach staff, and serve as Manager on Duty as assigned, upholding our hospitality culture.

With a focus on leadership and professionalism, you will drive team performance, ensure brand standards, and maintain courteous, efficient service across all front desk touchpoints, while managing

Qualifications

• Bachelor’s degree preferred; equivalent hospitality experience considered.
• Minimum 2 years in hotel front desk operations, guest services, or night audit.
• Minimum 2 years of supervisory experience in hospitality.
• Strong verbal and written communication with guests, associates, and leadership.
• Proficient in computers, POS systems, and PMS; knowledge of hotel software is a plus.
• Proven ability to train, motivate, and lead a team in a fast-paced environment.
• Excellent problem-solving and decision-making with a guest-first mindset.
• Strong organizational and multitasking abilities with attention to detail.
• Ability to work a flexible schedule, including evenings, weekends, and holidays.
• Physical ability to lift up to 50 pounds; frequent standing, walking, bending, and reaching.

Responsibilities

• Demonstrate a consistent commitment to superior guest service; respond promptly to guest inquiries, concerns, and service requests.
• Greet every guest with a warm and professional demeanor.
• Perform daily property walks to inspect the condition and cleanliness of guest rooms, public areas, and the front desk/lobby.
• Maintain cleanliness and organization of the front desk, market, lobby, and back-office areas.
• Assist with room inventory management and rate controls in collaboration with the General Manager and Sales.
• Report maintenance concerns by submitting and tracking work orders.
• Follow hotel procedures for reporting and turning in lost and found items.
• Recruit, interview, hire, and onboard new front desk associates.
• Prepare associate work schedules based on business forecasts; track attendance and manage shift coverage as needed.
• Provide ongoing training, coaching, and daily oversight to ensure excellent service and operational consistency.
• Conduct timely and constructive performance reviews.
• Ensure all front desk associates maintain a clean and professional appearance, including proper uniforms and visible name tags.
• Maintain accurate and complete banking and cash-handling records.
• Monitor and manage Accounts Receivable, Guest Ledger, and City Ledger functions.
• Safeguard and account for all market inventory and revenue.
• Ensure labor and supply usage remain within budgeted targets.
• Serve as Manager on Duty as assigned, ensuring leadership presence and service recovery support.
• Ensure guest and associate safety by following established security, emergency, and confidentiality procedures.
• Comply with all company and safety policies; report accidents, injuries, or unsafe conditions to management immediately.
• Complete required safety training and certifications.
• Certified to clean and inspect guest rooms to ensure they meet brand quality standards.
• Respond quickly and effectively to all communications including emails, voicemails, guest communications, etc.

Skills

Verbal communication

Supervisory experience

Organizational skills

Multitasking

Problem solving

Guest service mindset

Education

Bachelor’s degree in Hospitality Management

Tools

POS systems

PMS

Hotel software

Job description

Naples Hotel Group seeks a Front Office Manager to oversee daily front desk operations and deliver exceptional guest service from arrival to departure. You will assist with check-ins, handle guest requests, coach staff, and serve as Manager on Duty as assigned, upholding our hospitality culture.

With a focus on leadership and professionalism, you will drive team performance, ensure brand standards, and maintain courteous, efficient service across all front desk touchpoints, while managing