Front Office Manager

GRAHAM HOTEL SYSTEMS INC; Ann Arbor (MI); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Free meal with each shift

IHG Employee Discount Program

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

STD/LTD

401k

Job summary

The Kensington Hotel in Ann Arbor seeks an experienced Front Office Manager to lead daily Front Desk operations, maintain high service standards, and drive operational excellence. You will provide hands-on leadership, ensure SOPs are followed, and address guest needs promptly to sustain exceptional guest experiences.

Ideal candidates have 1+ year of hotel Rooms Division management, strong leadership, and excellent communication skills.

Qualifications

• 1+ year of management experience in a hotel Rooms Division.
• 2-5 years of front office management experience preferred.
• Strong leadership and team-building skills.

Responsibilities

• Lead Front Office Operations to ensure guest satisfaction and compliance with SOPs.
• Provide visible, hands-on leadership with high guest interaction.
• Mentor and develop Front Office staff; participate in performance evaluations.

Skills

Management

Leadership

Communication

Guest service

English proficiency

Job description

Description

The Kensington Hotel is looking for an experienced and enthusiastic Front Office Manager to lead our Front Office team and help create an exceptional experience for every guest. This is a hands‑on leadership position responsible for overseeing the daily operations of the Front Desk while maintaining high standards of service, hospitality, and operational excellence.

The ideal candidate is a confident leader who enjoys working with people, thrives in a fast‑paced hotel environment, and is passionate about delivering outstanding guest service.

Why Join The Kensington Hotel?

At The Kensington Hotel, we believe great guest experiences start with great employees. You'll have the opportunity to lead a talented team, make a meaningful impact on hotel operations, and help create memorable experiences for our guests.

Benefits:

• Free meal with each shift, prepared fresh daily
• IHG Employee Discount Program
• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• STD/LTD
• 401k

If you're an experienced hotel leader who is passionate about hospitality and ready to take the next step in your career, we'd love to hear from you!

What You’ll Do

Lead Front Office Operations

• Manage the daily operations of the Front Office to achieve guest satisfaction, quality service, and compliance with company policies and procedures.
• Provide visible, hands‑on leadership throughout the Front Office and maintain a high level of guest interaction and satisfaction.
• Ensure Front Office operations consistently follow company SOPs and LSOPs.
• Ensure guest complaints and requests are addressed promptly and appropriately.
• Anticipate potential operational issues and take proactive steps to resolve them.
• Monitor business flow, associate performance, and guest feedback to continually improve service.

Team Leadership & Development

• Interview, hire, train, coach, and develop Front Office team members.
• Provide recommendations and input regarding performance evaluations.
• Maintain open and effective communication with associates and management.
• Address performance concerns and recommend disciplinary action or termination when appropriate.
• Foster a positive, team‑oriented work environment where associates are encouraged to support one another.
• Lead by example and be willing to pitch in and assist with operational responsibilities when needed.

Guest Service & Reputation Management

• Resolve guest complaints with professionalism, patience, tact, and diplomacy.
• Monitor and respond to hotel social media outlets in a timely and appropriate manner.
• Help maintain and improve the hotel's online reputation and year‑over‑year rankings.
• Review guest feedback and operational concerns to identify opportunities for improvement.
• Maintain a strong presence in the hotel and ensure guests receive warm, personalized service.

Financial & Operational Responsibilities

• Prepare forecasts and operational reports.
• Assist with the development, implementation, and monitoring of the Front Office budget.
• Help maximize revenue while controlling expenses.
• Ensure appropriate staffing and supplies are available to provide exceptional guest service.
• Manage key control, inventories, and ordering of Front Office supplies.
• Maintain the hotel's Lost & Found program.
• Monitor and maintain Front Office systems and equipment to ensure optimum performance.
• Work closely with the Sales team to discuss and implement strategies designed to improve occupancy and revenue.

Additional Responsibilities

• Implement company programs and initiatives within the Front Office.
• Ensure compliance with all applicable hotel standards, policies, and procedures.
• Maintain reliable attendance and be available to work a flexible schedule based on business needs.
• Perform other duties as assigned.

Requirements

What We’re Looking For

• At least 1 year of management experience in a hotel Rooms Division.
• Ideal candidates will have 2-5 years of hotel Front Desk management experience.
• Strong leadership and team‑building skills.
• Excellent communication and interpersonal skills.
• Ability to communicate effectively in English.
• Strong attention to detail and excellent time‑management skills.
• Proficiency with computers and hotel operating systems.
• A self‑starter with a positive, even‑tempered personality.
• Ability to remain calm and professional when handling challenging guest situations.
• Strong customer‑service mindset with the ability to demonstrate patience, tact, and diplomacy.
• Professional appearance and demeanor.
• Ability to work independently while also being an active and supportive team player.
• Willingness to pitch in and assist coworkers when needed.
• Flexibility to work varying schedules, including weekends and holidays, as business demands.