Front Office Manager

Driftwood Hospitality Management; Kansas City (MO); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

401(k)

Disability insurance

Employee assistance program

Health insurance

Life insurance

Paid time off

Room Discounts

Employee Food and Beverage Discounts

Job summary

Driftwood Hospitality Management seeks a Front Office Manager to oversee the hotel's front desk, ensuring smooth reservation and guest services operations. You will lead a team, address guest concerns, and coordinate with the General Manager to meet service standards.

Ideal candidates bring supervisory experience, hospitality know-how, and strong communication. The role includes shift management, performance coaching, and ensuring accurate rates and inventory in the PMS, with a focus on

Qualifications

• A four-year college degree or equivalent education or experience is required.
• Discipline-specific hospitality industry knowledge and supervisory experience is expected.
• Excellent verbal and written English communication skills are required.
• Must be able to handle cash or credit transactions and have Microsoft Office and Excel proficiency.

Responsibilities

• Oversee Front Office operations and coordinate desk activities with guest services and reservations.
• Train and coach front desk staff to achieve high guest satisfaction and service standards.
• Recruit, interview, and select qualified front desk personnel in collaboration with the GM.
• Monitor rates, postings, and inventory in the property management system daily.
• Lead by example, manage shift schedules, and address performance issues promptly.
• Ensure compliance with dress code and professional appearance; report operational issues to leadership.

Skills

English communication

Supervisory experience

Hospitality knowledge

Cash handling

Microsoft Office

Education

Four-year college degree or equivalent

Tools

Excel

Cash register software

Job description

Job DetailsJob Location: 778 - Kansas City Intercontinental - Kansas City, MO 64112Position Type: Full TimeDriftwood Hospitality Management’s company culture empowers our associates to take initiative, be proactive, and contribute to the success of their property with well-defined strategies and objectives. Driftwood Hospitality Management is renowned for our fully integrated approach to hospitality services — all with outstanding client service. Our team is made up of the best talent in the hospitality industry, down to every employee, position, and hotel.

JOB SUMMARY

The Front Office Manager is fully responsible for all aspects of the Front Desk, coordinates the Front Office activities of the Hotel and resolves problems arising from guest complaints, reservation and room assignment activities, and unusual requests and inquiries by performing the following duties personally or through subordinate supervisors.

ESSENTIAL JOB FUNCTIONS

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

• Works with the hotel General Manager to achieve and exceed guest satisfaction scores in all areas of the hotel.
• Responsible for satisfaction scores for the front desk operations. Addresses any deficiencies in the area immediately.
• Works with the corporate training department to develop action plans as necessary to achieve expected guest satisfaction scores.
• Effectively trains guest service agents on proper front desk procedures.
• Recruits, interviews, and selects, in conjunction with the General Manager, the most qualified candidates for front desk positions.
• May prepare weekly schedules for front office staff.
• Address performance deficiencies of front office staff through coaching and disciplinary actions.
• Complete performance evaluations for front office staff timely.
• May be responsible for posting weekly guest satisfaction scores for hotel associates to see and review.
• Oversee and manage the Front Office to ensure efficient operations and impeccable guest care, helping to achieve profit goals. Attend to guest and group special needs and solve tricky problems with confident graciousness.
• Keep a pulse on daily revenue and expenses to minimize loss, manage expense and maximize profit.
• Skillfully manage the Front Office staff by creating an environment where motivated people want to join, learn, do their best, and advance. Lead a diverse team by modeling the way, by empowering, and coaching throughout the employment lifecycle.
• Ensures guest service agents are in compliance with clean, neat uniforms and name badges.
• Required reports are timely and of a quality that can be shared with corporate.
• Rates are accurate and monitored daily.
• Is proficient at managing inventory in the property management system.
• Frequently meets with and reviews work generated by the night auditor.
• Maintains regular attendance and is consistently on time.
• Maintains high standards of personal appearance and grooming, which include compliance with the dress code.
• Performs any other duties as requested by supervisor.
• Act as Manager on Duty when duty calls.

Qualifications

KNOWLEDGE, SKILLS & ABILITIES

• A four-year college degree or equivalent education or experience is required, with two to three years in a related hotel company position.
• Discipline-specific hospitality industry and general hotel department knowledge and supervisory experience is expected.
• Excellent verbal and written English communication skills are required.
• Must be able to handle cash or credit transactions and have Microsoft Office and Excel proficiency.
• General office equipment and cash register operation knowledge is expected.

PHYSICAL DEMANDS

Ability to stand and move throughout hotel function areas and continuously performs essential job functions.

• Lifting up to 25 pounds
• Occasional twisting, bending, stooping, reaching, standing, walking.
• Frequent talking, hearing, seeing and smiling.

Benefits

• 401(k)
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Room Discounts
• Employee Food and Beverage Discounts

EEO: Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.