Front Office Lead: Guest Experience & Service Excellence

Block 22, LLC; Boise (ID); On-site; USD 52,000 - 68,000; Full time

Job summary

The Grove Hotel in downtown Boise is seeking an Assistant Front Office Manager to support daily front office operations and lead the front desk team with a focus on service excellence and guest satisfaction.

You will supervise check-in/check-out, respond to guest inquiries, act as concierge resource, maintain knowledge of hotel services and local attractions, lead shift briefings, and train new hires while upholding AAA Four Diamond standards.

Qualifications

• Experience in customer-facing roles; prior hospitality leadership.
• Strong communication, organization, and problem-solving skills.
• Self-motivated and effective both independently and in a team.
• Proficient with property management systems and general office software.
• Availability to work a flexible schedule, including nights, weekends, holidays, and overnights.

Responsibilities

• Supervise check-in/check-out procedures and ensure accuracy in front desk functions.
• Respond to guest inquiries, special requests, and feedback with professionalism and care.
• Serve as a concierge resource, assisting with personalized recommendations and arrangements.
• Maintain expert knowledge of hotel services, room types, local attractions, and upselling opportunities.
• Lead daily shift briefings, share updates on VIPs and events, and promote strong team communication.
• Support and train new hires while encouraging teamwork, accountability, and high presentation standards.
• Provide shift coverage and act as a leader during high-volume or emergency situations.
• Assist with scheduling, payroll, and managing time-off records.
• Uphold AAA Four Diamond standards and support special surprise-and-delight initiatives.
• Ensure lobby cleanliness, supply readiness, and well-maintained equipment.
• Assist with Manager-on-Duty (MOD) coverage and back-up front desk support when needed.
• Oversee the Reservations team and ensure timely completion of reports.
• Monitor guest trends and prepare exception reports to support operational decisions.
• Assist with booking questions and revenue-driving initiatives.
• Support interviewing, onboarding, and performance feedback.
• Conduct ongoing training on uniform standards, procedures, and brand policies.
• Ensure compliance with company and credit card handling policies.
• Perform other related duties as assigned.

Skills

Customer-facing leadership

Communication skills

Tools

Property management system

Office software

Job description

The Grove Hotel in downtown Boise is seeking an Assistant Front Office Manager to support daily front office operations and lead the front desk team with a focus on service excellence and guest satisfaction.

You will supervise check-in/check-out, respond to guest inquiries, act as concierge resource, maintain knowledge of hotel services and local attractions, lead shift briefings, and train new hires while upholding AAA Four Diamond standards.