Front Office Leader: Guest Experience & Service

Western States Lodging and Management; Layton (UT); On-site; USD 42,000 - 46,000; Full time

Benefits offered by this job

401(k) match

Hotel discounts

Medical, Dental, Vision

PTO and vacation

Job summary

Western States Lodging & Management is seeking an experienced Front Office Manager to lead daily Front Office operations with a focus on service, efficiency, accountability, and brand compliance. You will hire, onboard, train, coach, and develop Front Desk and Guest Services staff while managing payroll and staffing based on occupancy and business needs.

You will lead service recovery, monitor guest satisfaction, and ensure adherence to Hilton/Marriott/IHG brand standards across departments.

Qualifications

• Experience in hotel front office leadership and guest service.
• Strong understanding of front desk operations, room inventory, and cash handling.
• Experience with hiring, onboarding, payroll, coaching and performance management.
• Ability to interpret guest satisfaction data and act on insights.

Responsibilities

• Direct day-to-day Front Office operations with service, efficiency, accountability.
• Hire, onboard, train, coach, schedule, and develop Front Desk and Guest Services staff.
• Manage payroll and staffing to meet occupancy and demand.
• Lead service recovery and resolve guest concerns and billing disputes.
• Ensure brand standards and audit readiness across front office.
• Oversee room assignments, inventory, and coordinating with housekeeping.
• Monitor guest satisfaction metrics and drive improvement actions.
• Maintain Front Office cash controls, deposits, reconciliations, and expenses.
• Drive Front Office revenue through upselling and revenue opportunities.
• Develop, implement, and maintain Front Office SOPs.

Skills

Leadership

Guest service

Front desk

Cash controls

PMS proficiency

Payroll knowledge

Team development

Brand standards

Education

High school diploma

Hospitality education preferred

Tools

Hotel PMS

Spreadsheets

Brand systems

Job description

Western States Lodging & Management is seeking an experienced Front Office Manager to lead daily Front Office operations with a focus on service, efficiency, accountability, and brand compliance. You will hire, onboard, train, coach, and develop Front Desk and Guest Services staff while managing payroll and staffing based on occupancy and business needs.

You will lead service recovery, monitor guest satisfaction, and ensure adherence to Hilton/Marriott/IHG brand standards across departments.