Front Office Manager

Residence Inn by Marriott Big Sky/The Wilson Hotel; Big Sky (MT); On-site; USD 52,000 - 78,000; Full time

Job summary

HHM Hospitality seeks a Front Office Manager to lead hotel front office operations in line with guest service and sustainability standards. The role emphasizes coaching staff, scheduling, and upholding brand standards.

You will oversee budgeting, forecasting, and payroll for the department, with supervision of guest services managers. A minimum of 2–3 years in a hotel, high school diploma, and leadership skills are required, with growth potential to higher management.

Qualifications

• 2–3 years of progressive hotel front office experience.
• Supervisory experience preferred.
• Strong leadership and communication skills.
• Commitment to guest service and brand standards.
• Ability to manage budgets and payroll.
• Willingness to work varied schedules including holidays/weekends.

Responsibilities

• Interview, select, train, schedule, coach and support associates.
• Complete development plan for staff focusing on continual learning.
• Conduct one-on-ones with team members.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Monitor front office financial operations and ensure compliance with accounting controls.
• Payroll administration for department personnel.
• Create and nurture a hotel environment emphasizing motivation, empowerment and teamwork.
• Ensure effective departmental communication through logs and meetings.
• Develop, implement and monitor department budgets and forecasts; review capital budget items for approval.
• Supervise all guest services department managers.
• Review guest correspondence and incident logs to direct staff actions.
• Extend professionalism and courtesy to team members at all times.
• Celebrate and foster decisions that lead to successes and learnings.
• Oversee vendor and personnel contracts; monitor occupancy to optimize space and minimize overbooking.
• Create action plans to remedy guest service deficiencies and ensure safety compliance.

Skills

Staff development

Team leadership

Customer service

Budgeting

Scheduling

Conflict resolution

Education

High School diploma or equivalent

College coursework in related field (preferred)

Tools

Hotel PMS software

MS Excel

Job description

Overview

Opportunity: Front Office Manager

Manage hotel front office operations in accordance with established guest service and sustainability standards.

Your Growth Path

Assistant General Manager – General Manager - Area General Manager

Your Focus

• Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.
• Complete development plan for staff focusing on continual learning.
• Conduct one-on-ones with team members.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Monitor all front office financial operations and ensure front office compliance with accounting controls and procedures.
• Payroll administration for department personnel.
• Create and nurture a hotel environment that emphasizes motivation, empowerment, teamwork and a passion for providing service.
• Be readily available & approachable for all team members.
• Ensure effective departmental communication and information systems through logs, department meetings, and hotel meetings.
• Develop, implement and monitor daily, weekly, monthly, and annual department-wide budgets and forecasts. Review, submit for approval, and order capital budget items as required.
• Supervise all guest services department managers.
• Review correspondence from guests and incident logs and direct staff according to information obtained.
• Extend professionalism and courtesy to team members at all times.
• Celebrate and foster decisions that result in successes as well as failures.
• Oversee all vendor and personnel contracts throughout the hotel.
• Monitor occupancy of guest room space to ensure most efficient use and minimize overbooking.
• Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Perform other duties as requested by management.

Work Environment and Context

• Work schedule varies and may include working on holidays and weekends.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

Education & Experience:

• At least 2 to 3 years of progressive experience in a hotel or a related field required. High School diploma or equivalent required.
• College course work in related field preferred.
• Previous supervisory responsibility preferred.