Front Office Manager

Remington Hospitality; El Paso (TX); On-site; USD 55,000 - 85,000; Full time

Job summary

Remington Hospitality in El Paso, TX seeks an experienced Front Office Manager to supervise daily front desk operations, ensure seamless guest check-in/out, and uphold Marriott brand standards. The role requires strong leadership, coaching, and a hands-on approach during high-volume periods.

You will coordinate with Housekeeping, Sales, Engineering, and other departments to maintain room readiness, cash handling accuracy, and quality guest service.

Qualifications

• High school diploma or equivalent required; college degree or hospitality-related education preferred.
• Experience in Front Office or Guest Services in a hotel setting preferred.
• Supervisory or management experience preferred.
• Marriott or other branded hotel experience strongly preferred.
• Knowledge of hotel property management systems and Front Office procedures.

Responsibilities

• Oversee daily Front Office operations: check-in/check-out, reservations, room assignments, guest requests, and cashiering.
• Lead Front Desk staff to ensure efficient, consistent operations and adherence to brand standards.
• Monitor guest satisfaction and respond promptly to concerns and service recovery opportunities.
• Coordinate with Housekeeping, Sales, Engineering and other departments for smooth operations.
• Manage staffing, interviewing, onboarding, scheduling, and performance management as needed.
• Oversee cash handling, billing, payments, and guest accounts with accuracy.
• Prepare shift reports, logs, and required documentation.
• Provide coaching and development to Front Office employees; communicate across shifts.
• Handle overbooking, room moves, and guest recovery effectively.
• Maintain a professional, clean Front Desk environment and serve as Manager on Duty as needed.

Skills

Guest service excellence

Team leadership

Communication skills

Problem solving

Adaptability

Customer conflict resolution

Education

High school diploma or equivalent

Hospitality-related degree preferred

Tools

PMS systems

Job description

• Oversee the daily operations of the Front Office, including guest check-in, check-out, reservations, room assignments, guest requests, and cashiering procedures.
• Provide leadership, direction, and support to Front Desk staff to ensure efficient and consistent operations.
• Ensure all Front Office employees follow Marriott brand standards, hotel policies, and established operating procedures.
• Monitor guest satisfaction and respond promptly and professionally to guest concerns, complaints, and service recovery opportunities.
• Maintain a visible presence at the Front Desk and actively support the team during high-volume periods.
• Train, coach, and develop Front Office employees to improve performance, service delivery, and operational knowledge.
• Assist with interviewing, hiring, onboarding, scheduling, performance management, and disciplinary processes as needed.
• Prepare and maintain Front Office schedules based on occupancy, business levels, and operational needs.
• Monitor daily occupancy, arrivals, departures, VIPs, groups, special requests, and room availability.
• Ensure accurate handling of cash, credit card transactions, deposits, and other financial responsibilities.
• Review Front Office reports and ensure accuracy of room status, billing, payments, and guest accounts.
• Coordinate closely with Housekeeping to ensure rooms are ready for arriving guests and room status is accurately communicated.
• Work closely with Sales, Housekeeping, Engineering, and other departments to ensure smooth hotel operations.
• Assist with managing overbooking situations, room moves, guest recovery, and other operational challenges.
• Ensure proper completion of shift reports, logs, and required documentation.
• Monitor Front Desk productivity and identify opportunities to improve efficiency and reduce operational issues.
• Conduct regular coaching and provide feedback to employees regarding performance, attendance, guest service, and adherence to hotel standards.
• Ensure proper communication between shifts and departments.
• Assist with emergency procedures and ensure Front Office employees understand hotel safety and security procedures.
• Maintain a professional, clean, and organized Front Desk environment.
• Serve as Manager on Duty when assigned.
• Perform other duties as assigned by management.

Essential Responsibilities

• Oversee the daily operations of the Front Office, including guest check-in, check-out, reservations, room assignments, guest requests, and cashiering procedures.
• Provide leadership, direction, and support to Front Desk staff to ensure efficient and consistent operations.
• Ensure all Front Office employees follow Marriott brand standards, hotel policies, and established operating procedures.
• Monitor guest satisfaction and respond promptly and professionally to guest concerns, complaints, and service recovery opportunities.
• Maintain a visible presence at the Front Desk and actively support the team during high-volume periods.
• Train, coach, and develop Front Office employees to improve performance, service delivery, and operational knowledge.
• Assist with interviewing, hiring, onboarding, scheduling, performance management, and disciplinary processes as needed.
• Prepare and maintain Front Office schedules based on occupancy, business levels, and operational needs.
• Monitor daily occupancy, arrivals, departures, VIPs, groups, special requests, and room availability.
• Ensure accurate handling of cash, credit card transactions, deposits, and other financial responsibilities.
• Review Front Office reports and ensure accuracy of room status, billing, payments, and guest accounts.
• Coordinate closely with Housekeeping to ensure rooms are ready for arriving guests and room status is accurately communicated.
• Work closely with Sales, Housekeeping, Engineering, and other departments to ensure smooth hotel operations.
• Assist with managing overbooking situations, room moves, guest recovery, and other operational challenges.
• Ensure proper completion of shift reports, logs, and required documentation.
• Monitor Front Desk productivity and identify opportunities to improve efficiency and reduce operational issues.
• Conduct regular coaching and provide feedback to employees regarding performance, attendance, guest service, and adherence to hotel standards.
• Ensure proper communication between shifts and departments.
• Assist with emergency procedures and ensure Front Office employees understand hotel safety and security procedures.
• Maintain a professional, clean, and organized Front Desk environment.
• Serve as Manager on Duty when assigned.
• Perform other duties as assigned by management.

Leadership Expectations

• Lead by example and maintain a professional and positive attitude.
• Create a welcoming and supportive environment for employees and guests.
• Hold employees accountable while providing appropriate coaching and development.
• Communicate effectively with all departments and management.
• Demonstrate empathy and professionalism when handling guest and employee concerns.
• Be proactive in identifying operational issues and implementing solutions.
• Maintain a strong focus on guest satisfaction and service recovery.

Qualifications

• High school diploma or equivalent required; college degree or hospitality-related education preferred.
• Previous hotel Front Office or Guest Services experience prefferred.
• Previous supervisory or management experience preferred.
• Marriott or other branded hotel experience strongly preferred.
• Knowledge of hotel PMS systems and Front Office procedures.
• Strong written and verbal communication skills.
• Strong organizational and problem-solving abilities.
• Ability to work independently while effectively leading a team.
• Ability to remain calm and professional in high-pressure situations.
• Strong customer service and conflict-resolution skills.
• Ability to work flexible schedules, including evenings, weekends, and holidays as business needs require.

Apply Today!

Join our team and help us create exceptional guest experiences while leading a high-performing Front Office team.