Front Office Manager

Millennium Hotels and Resorts; Anchorage (AK); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k)

Paid Time Off

Hotel Room Discounts

Employee Assistance Program (EAP)

Job summary

Lakefront Anchorage, part of Millennium Hotels & Resorts, seeks a Front Office Manager to lead daily Front Office operations and deliver exceptional guest experiences. The role oversees the Front Desk, drives service excellence, resolves guest concerns, and maintains hotel standards and procedures.

The ideal candidate will own service delivery, develop staff, and partner with Rooms Division leadership to optimize the guest experience and achieve hotel goals.

Qualifications

• Minimum of two years of Front Office experience in a hotel setting.
• Strong knowledge of Front Office operations, guest service practices, and hotel procedures.
• Ability to analyze information, assess trends, identify opportunities, and make sound operational decisions.
• Ability to effectively use computer systems and standard business software, including Word and Excel.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced hospitality environment.

Responsibilities

• Oversee daily Front Office operations and ensure consistent, exceptional guest service.
• Ensure Front Office aligns with hotel, company, and brand standards.
• Assign duties and shifts; monitor performance against policies and service standards.
• Create weekly Front Office schedules based on occupancy and needs.
• Conduct daily briefings and monthly meetings to share updates and promotions.
• Maintain knowledge of hotel services, hours, amenities, and events to assist guests and staff.
• Monitor checklists and ensure compliance with standards.
• Identify opportunities to improve processes and guest experience.

Skills

Front Office

Guest Service

Communication

Problem Solving

Team Leadership

Tools

Microsoft Word

Microsoft Excel

Job description

Join the Team at Lakefront Anchorage

Hotel Name: Lakefront Anchorage

Location: Onsite - Anchorage, AK

About Lakefront Anchorage

At Lakefront Anchorage, hospitality is inspired by nature, adventure, and a true sense of place. Every guest experience is shaped by the beauty of Alaska and the warmth of genuine, welcoming service. Located on the shores of Lake Hood, Lakefront Anchorage offers a one-of-a-kind setting where guests can take in breathtaking views of floatplanes, mountains, and Alaska's natural landscape. As one of Anchorage's most distinctive hotels, the property serves as a gateway for travelers seeking both adventure and comfort. With easy access to downtown Anchorage and nearby attractions, Lakefront Anchorage blends scenic surroundings with a relaxed, inviting atmosphere—creating an experience that is uniquely Alaskan. As part of Millennium Hotels & Resorts, a global hospitality leader with over 145 hotels across key destinations worldwide, our hotel is backed by a legacy of quality, consistency, and service excellence—driven by a passion for hospitality, an entrepreneurial spirit, innovation, and a progressive, solutions-oriented approach.

Core Values

• Passion for Hospitality - Delivering meaningful and memorable guest experiences
• Entrepreneurial - Taking ownership and acting with agility
• Innovation & Progressive - Continuously improving how we operate and serve
• Solutions & Results Oriented - Staying adaptable and focused on results

About the Role: Front Office Manager

As our Front Office Manager, you will play an integral role in delivering an exceptional guest experience while leading the day-to-day operations of the Front Office. You will oversee the Front Desk team, drive service excellence, resolve guest concerns, and ensure that established hotel standards and operating procedures are consistently followed.

This role is ideal for a hospitality leader who brings a passion for service, takes ownership, develops people, and is committed to continuous improvement and strong operational results.

Your Impact

You will lead and support the Front Office team to ensure smooth, efficient operations and exceptional guest service. You'll serve as a key connection between hotel leadership, guests, and frontline employees—driving accountability, engagement, service standards, and operational performance.

You will also partner closely with other departments and Rooms Division leadership to optimize the guest experience, manage labor and expenses, and achieve departmental and hotel goals.

What You'll Be Doing

Front Office Operations & Execution

• Oversee the daily operations of the Front Office and ensure the Front Desk consistently delivers exceptional customer service
• Ensure smooth and efficient Front Office operations in accordance with hotel, company, and brand standards
• Assign duties and shifts to Front Office employees and monitor performance to ensure adherence to established policies, procedures, and service standards
• Create weekly Front Office schedules based on projected occupancy, business levels, and operational needs
• Conduct daily Front Office briefings for incoming teams, communicating group and catering activity, rate of the day, VIP arrivals, occupancy projections, events, and other pertinent operational information
• Conduct monthly Front Office meetings to communicate standards updates, upcoming promotions, group and citywide activity, Food & Beverage updates, and other hotel initiatives
• Maintain complete knowledge of hotel services, hours of operation, amenities, events, and activities to effectively assist guests and employees
• Ensure AM/PM checklists are completed, signed, reviewed, and properly filed
• Monitor Front Office and Bell Services operations to ensure duties are performed according to established hotel standards
• Identify opportunities to improve processes, efficiency, and the overall guest experience

Guest Experience

• Deliver exceptional service rooted in a genuine passion for hospitality
• Respond to and resolve guest complaints and concerns in a timely, professional, and solutions-oriented manner
• Anticipate guest needs and take ownership of service recovery opportunities
• Maintain an open line of communication between guests, employees, and hotel leadership
• Ensure Front Office employees are knowledgeable about hotel policies, services, and procedures and are equipped to effectively respond to guest inquiries
• Conduct quality audits and take corrective action when appropriate to ensure consistent service delivery
• Train and monitor employees on guest solicitation practices, including the collection of guest information and electronic contact information supporting guest feedback and service initiatives

People Leadership & Development

• Lead, coach, and develop Front Office employees to achieve exceptional service and operational performance
• Train new and existing Front Office employees on hotel standards, processes, procedures, and service expectations
• Foster a positive, inclusive, and collaborative work environment built on respect, communication, accountability, and teamwork
• Maintain positive employee relations and promote strong interdepartmental relationships
• Address employee performance and workplace concerns promptly and constructively, seeking employee input and developing appropriate solutions
• Follow up with employees to provide feedback, encouragement, and continued support toward resolution and improvement
• Responsible for the selection, onboarding, scheduling, training, and development of Front Office personnel
• Complete and present performance reviews and salary increase recommendations in a timely manner and in accordance with company guidelines
• Encourage employee engagement, recognition, and continuous development within the Front Office team

Financial & Labor Management

• Manage Front Office payroll and control labor costs in accordance with established Labor Standards
• Partner with the Director of Housekeeping and other Rooms Division leaders to manage the Rooms Division P&L and ensure expenses and payroll remain within established guidelines
• Monitor departmental expenses and identify opportunities to improve productivity and operational efficiency
• Ensure employees adhere to established credit and cash handling policies and procedures to minimize bad debt, rebates, and financial discrepancies
• Review operational performance and take appropriate corrective action when financial or productivity standards are not being met

Team Collaboration

• Confer and collaborate with department heads to ensure effective coordination of hotel activities and operational priorities
• Work collaboratively across departments to achieve shared hotel goals and deliver a seamless guest experience
• Communicate effectively with hotel leadership and frontline employees regarding operational priorities, challenges, and opportunities
• Build strong partnerships between the Front Office and other hotel departments
• Contribute to a positive, high-energy work environment where employees feel supported, engaged, and accountable

Compliance, Safety & Standards

• Ensure Front Office employees consistently follow company policies, hotel procedures, brand standards, and applicable regulations
• Ensure Front Office personnel participate in all hotel safety awareness programs and required training
• Monitor compliance with cash handling, credit, guest information, security, and operational procedures
• Maintain accuracy and completeness in operational checklists, reports, documentation, and departmental records
• Conduct regular quality audits and address opportunities for improvement through coaching and corrective action
• Uphold a culture of accountability, operational excellence, and continuous improvement

Innovation & Continuous Improvement

• Identify opportunities to enhance Front Office processes, service delivery, and operational efficiency
• Encourage employees to bring forward ideas and solutions that improve the guest and employee experience
• Support hotel initiatives, promotions, and new programs that enhance guest satisfaction and drive business results
• Lead by example and demonstrate a solutions-oriented approach to operational challenges

Requirements

What You'll Bring

Experience & Knowledge

• Minimum of two years of Front Office experience in a hotel of similar size and operational complexity
• Strong knowledge of Front Office operations, guest service practices, and hotel procedures
• Ability to analyze information, assess trends, identify opportunities, and make sound operational decisions
• Ability to effectively use computer systems and standard business software, including Microsoft Word and Excel
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced hospitality environment

Guest & Employee Service

• Demonstrated ability to effectively address guest and employee concerns in a friendly, professional, and positive manner
• Ability to actively listen, demonstrate empathy, and provide proactive, solutions-oriented resolutions
• Patience, tact, and diplomacy when handling challenging situations
• Ability to resolve problems constructively without placing blame
• Commitment to providing exceptional customer service and creating positive guest experiences

Communication & Collaboration

• Effective verbal and written communication skills in English
• Ability to communicate clearly and professionally with guests, employees, leaders, and other departments
• Ability to work collaboratively as a productive team member while contributing positive energy to the workplace
• Professional demeanor and strong interpersonal skills in all interactions with guests and associates

Safety & Physical Requirements

• Ability to perform all duties of the position in a safe and responsible manner
• Ability to lift up to 20 pounds, with frequent lifting and carrying of objects weighing up to 10 pounds
• Position requires frequent walking and standing and may require extended periods of sitting
• Ability to meet the physical demands of the role with or without reasonable accommodation

Benefits

The Lakefront offers a very competitive benefit package including medical, dental, and vision. Plus a 401k with an employer contribution.

At Millennium Hotels & Resorts, we support our employees with a competitive benefits package designed to promote wellbeing and long-term success:

• Medical, Dental & Vision Insurance
• Company-paid Life and AD&D Insurance
• Short-Term and Long-Term Disability Coverage
• 401(k) Retirement Plan with Company Match (where applicable)
• Paid Time Off & Paid Holidays
• Hotel Room Discounts across our global portfolio
• Employee Assistance Program (EAP)

Benefits eligibility and offerings are subject to plan terms and company policy.

Why Join Us

At Millennium Hotels & Resorts, you're not just taking on a role—you're joining a global organization committed to people, performance, and growth. Whether you're supporting operations behind the scenes or delivering service on the front line, your work contributes to a culture focused on hospitality, collaboration, and results. If you're looking for an opportunity to grow, contribute, and make an impact, we invite you to join our team.