Front Office Manager

One Ocean Resort & Spa; El Paso, Northern (TX, KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Courtyard by Marriott in El Paso is seeking a hands-on Front Office Manager to lead the Front Office team, drive guest satisfaction, and uphold Marriott brand standards.

You will coach staff, manage scheduling, handle guest concerns, and collaborate with Housekeeping and Sales to ensure seamless operations.

This role requires strong leadership, excellent communication, and the ability to stay calm under pressure while delivering exceptional service.

Qualifications

• High school diploma or equivalent; hospitality degree preferred.
• Experience in Front Office or Guest Services is preferred.
• Supervisory or management experience is preferred.
• Brand hotel experience (Marriott or comparable) is strongly preferred.
• Familiarity with PMS systems and Front Office procedures.
• Excellent written and verbal communication skills.
• Strong organizational and problem-solving abilities.
• Ability to lead a team and work independently.
• Calm and professional under pressure; focus on guest service.

Responsibilities

• Oversee daily Front Office operations including check-in/out, reservations, room assignments, and cashiering.
• Lead Front Desk staff to ensure efficient, consistent operations.
• Ensure Front Office staff follow Marriott brand standards and hotel policies.
• Monitor guest satisfaction and handle concerns and service recovery.
• Coordinate with Housekeeping and other departments for smooth operations.
• Train, coach, and develop Front Office employees.

Skills

Front Office experience

Management experience

Brand hotel experience

PMS knowledge

Communication skills

Organizational skills

Leadership

Stress management

Customer service

Conflict resolution

Education

High school diploma

Hospitality degree preferred

Job description

Check out the latest Courtyard design with new looks and styling. Enjoy our in-house Bistro concept for breakfast and dinner. With our creative and inviting flexible spaces to relax and work in, you'll be able to stay refreshed and energized. Enjoy our well-equipped fitness center and heated outdoor rooftop pool.

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.

The Front Office Manager is expected to:

• 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.

Location

El Paso Courtyard Downtown-EPC

Are you a hospitality leader who thrives in a fast-paced environment and enjoys creating memorable guest experiences? Courtyard by Marriott is looking for an energetic, motivated, and service-focused Front Office Manager to lead our Front Office team and play a key role in the success of our hotel.

This is an exciting opportunity for a hands‑on leader who is passionate about hospitality, enjoys developing people, and understands that exceptional service starts with a strong team. As Front Office Manager, you will have the opportunity to make a direct impact on our guests, our employees, and our daily operations while helping create a welcoming environment where both guests and team members feel valued.

We are looking for someone who leads by example, communicates effectively, embraces challenges, and takes pride in delivering the level of service guests expect from the Courtyard by Marriott brand.

Status

Full-time

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