Front Office Leader: Guest Experience & Operations

JL Hospitality Management, LLC; Anchorage (AK); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical Insurance

Dental & Vision Insurance

PTO

401(k) match

Life Insurance

Career Growth and Leadership Programs

Employee Discounts

Job summary

JL Hospitality Management, LLC seeks a Front Office Manager in Anchorage to lead daily Front Office operations, ensuring a welcoming, efficient, and high-quality guest experience from arrival to departure.

The role oversees the Front Desk team, reservations, and guest services, with emphasis on training, process adherence, and brand standards. Strong leadership and problem-solving skills are essential for success in a fast-paced hospitality environment.

Qualifications

• Previous hotel Front Office or Front Desk experience required.
• Previous supervisory or hospitality leadership experience strongly preferred.
• One to two years of Front Office leadership experience preferred.
• Experience with branded, select-service, extended-stay, or full-service hotel operations is a plus.
• Strong leadership, coaching, and team-building skills.
• Excellent guest service and service recovery skills.
• Strong communication and interpersonal skills.
• Strong organizational and time-management skills.
• Ability to manage multiple priorities in a fast-paced hotel environment.
• Strong problem-solving skills and ability to make sound decisions.
• Ability to understand and manage departmental labor, productivity, inventory, and expenses.
• Experience with hotel property management systems and reservation systems preferred.
• Ability to learn and effectively use hotel, scheduling, payroll, purchasing, and other business systems.
• Ability to maintain confidential guest, employee, and business information.
• Ability to work independently while collaborating effectively with hotel leadership and other departments.
• Ability to work a flexible schedule based on business needs, including mornings, evenings, weekends, and holidays as applicable.

Responsibilities

• Oversee the daily operations of the Front Office and Front Desk.
• Ensure check-in, check-out, reservations, guest requests, and Front Desk transactions are handled accurately, efficiently, and according to established standards.
• Maintain a visible presence in the Front Office and actively support the team during high-volume periods.
• Monitor daily arrivals, departures, occupancy, room availability, special requests, and other information necessary for successful Front Office operations.
• Ensure Front Desk associates are knowledgeable about hotel accommodations, amenities, services, promotions, and local area information.
• Ensure applicable brand loyalty and guest recognition programs are properly administered.
• Monitor guest feedback and Front Office service scores and identify opportunities for improvement.
• Respond to guest concerns and service issues promptly, professionally, and with appropriate follow-up.
• Empower and coach Front Desk associates to resolve guest concerns within established guidelines.
• Research and resolve billing, reservation, payment, and room-related discrepancies.
• Ensure proper cash handling, payment processing, credit card, deposit, and Front Desk accounting procedures are followed.
• Maintain appropriate controls for room keys, guest information, cash, Front Desk supplies, and other sensitive materials.
• Ensure Front Office records, logs, reports, and required documentation are accurate and completed on time.
• Monitor Front Desk supplies and inventory and order items as needed in accordance with company purchasing procedures.
• Assist with room inventory, reservations, and rate availability as appropriate.
• Monitor Front Office labor, productivity, and staffing levels based on occupancy and business needs.
• Prepare departmental schedules in accordance with business forecasts, staffing needs, productivity expectations, and budget guidelines.
• Review employee time records for accuracy and ensure payroll information is submitted according to established procedures.
• Support departmental budgeting, forecasting, purchasing, and expense management.
• Ensure compliance with company policies, procedures, and applicable hotel and brand standards.
• Follow and enforce established guest privacy, safety, security, emergency, and financial procedures.

Job description

JL Hospitality Management, LLC seeks a Front Office Manager in Anchorage to lead daily Front Office operations, ensuring a welcoming, efficient, and high-quality guest experience from arrival to departure.

The role oversees the Front Desk team, reservations, and guest services, with emphasis on training, process adherence, and brand standards. Strong leadership and problem-solving skills are essential for success in a fast-paced hospitality environment.