Front Office Leader: Guest Experience & Operations

Fairfield-Inn-; Madison (WI); On-site; USD 50,000 - 70,000; Full time

Job summary

Fairfield Inn Madison is seeking an experienced Front Office Manager to lead daily operations and drive guest satisfaction while achieving financial targets.

You will oversee Front Desk, PBX, Bell Stand, Concierge, Transportation and Valet services, ensuring adherence to LSOPs and SOPs, and collaborate with Sales to boost occupancy and revenue. The role emphasizes team leadership and process optimization in a fast-paced hospitality environment.

Responsibilities

• Interview, hire, train, evaluate performance; provide open communication and discipline/termination when appropriate.
• Implement company and franchise programs and manage Front Office operations (Front Desk, PBX, Bell Stand, Concierge, Transportation, Valet) to ensure compliance with LSOPs and SOPs and high-quality service.
• Resolve customer complaints, anticipate problems by reviewing complaints, operational issues, business flow and associate performance to ensure satisfaction.
• Interact with sales staff to discuss and implement sales strategies to improve occupancy levels and revenues.
• Monitor and maintain Front Office systems and equipment to ensure optimum performance.

Job description

Fairfield Inn Madison is seeking an experienced Front Office Manager to lead daily operations and drive guest satisfaction while achieving financial targets.

You will oversee Front Desk, PBX, Bell Stand, Concierge, Transportation and Valet services, ensuring adherence to LSOPs and SOPs, and collaborate with Sales to boost occupancy and revenue. The role emphasizes team leadership and process optimization in a fast-paced hospitality environment.