Front Office Manager

Western States Lodging and Management; Layton (UT); On-site; USD 42,000 - 46,000; Full time

Benefits offered by this job

401(k) match

Hotel discounts

Medical, Dental, Vision

PTO and vacation

Job summary

Western States Lodging & Management is seeking an experienced Front Office Manager to lead daily Front Office operations with a focus on service, efficiency, accountability, and brand compliance. You will hire, onboard, train, coach, and develop Front Desk and Guest Services staff while managing payroll and staffing based on occupancy and business needs.

You will lead service recovery, monitor guest satisfaction, and ensure adherence to Hilton/Marriott/IHG brand standards across departments.

Qualifications

• Experience in hotel front office leadership and guest service.
• Strong understanding of front desk operations, room inventory, and cash handling.
• Experience with hiring, onboarding, payroll, coaching and performance management.
• Ability to interpret guest satisfaction data and act on insights.

Responsibilities

• Direct day-to-day Front Office operations with service, efficiency, accountability.
• Hire, onboard, train, coach, schedule, and develop Front Desk and Guest Services staff.
• Manage payroll and staffing to meet occupancy and demand.
• Lead service recovery and resolve guest concerns and billing disputes.
• Ensure brand standards and audit readiness across front office.
• Oversee room assignments, inventory, and coordinating with housekeeping.
• Monitor guest satisfaction metrics and drive improvement actions.
• Maintain Front Office cash controls, deposits, reconciliations, and expenses.
• Drive Front Office revenue through upselling and revenue opportunities.
• Develop, implement, and maintain Front Office SOPs.

Skills

Leadership

Guest service

Front desk

Cash controls

PMS proficiency

Payroll knowledge

Team development

Brand standards

Education

High school diploma

Hospitality education preferred

Tools

Hotel PMS

Spreadsheets

Brand systems

Job description

Front Office Manager | Inspire the Team. Own the Experience. Raise the Standard.

Western States Lodging & Management is seeking an experienced Front Office Manager who can bring strong leadership, operational expertise, and genuine hospitality to one of the most visible areas of the hotel.

This role takes ownership of Front Office performance, developing team members, improving guest satisfaction, maintaining brand standards, and partnering across departments to deliver a seamless hotel experience. Guided by our mission of Serving You Like Family, you’ll combine operational accountability with a personal approach to hospitality.

What’s in it for you- Compensation & Benefits

• Competitive Pay - $42,000 - 46,000 annually.
  • The starting rate is based on experience and qualifications. This position participates in our compensation program, which provides opportunities for future pay growth based on performance and career development.
• 401(k) with a dollar-for-dollar company match up to 4%
• Hotel discounts at select Western States Lodging & Management properties

Eligible full-time associates are entitled to the following:

• Medical, Dental, and Vision insurance plans plus Health Savings Account (HSA) options
  • Optional supplemental benefits, including accident, critical illness, hospital indemnity, and other coverage options.
• Personal Time Off (PTO) and Vacation benefits

What You’ll Do

• Direct day-to-day Front Office operations with a focus on service, efficiency, accountability, and brand compliance.
• Hire, onboard, train, coach, schedule, and develop Front Desk and Guest Services team members.
• Manage departmental payroll and staffing levels based on occupancy, business volume, and operational needs.
• Conduct performance evaluations, coaching conversations, corrective actions, and other performance-management activities in accordance with company policy.
• Lead service recovery and personally resolve complex guest concerns, billing disputes, and escalated situations.
• Monitor guest satisfaction results, brand cases, reviews, and feedback to identify trends and implement improvement strategies.
• Respond appropriately to guest feedback through applicable review and brand platforms.
• Ensure compliance with Hilton brand standards, required training, operating procedures, and audit expectations.
• Partner with hotel leadership to communicate and implement brand initiatives and operational changes.
• Oversee room assignments and inventory management to support occupancy, special requests, groups, VIPs, and operational priorities.
• Maintain strong communication with Housekeeping, Maintenance, Sales, Food & Beverage, and other departments.
• Ensure accurate MOD logs, guest incident documentation, compensation records, and follow-up.
• Oversee Front Office cash controls, cashier deposits, reconciliations, and discrepancy resolution.
• Manage departmental purchasing, Front Desk and Suite Shop inventory, invoice coding, and operating expenses.
• Monitor labor and departmental P&L performance against budget and identify opportunities to improve efficiency.
• Drive membership enrollment, upselling, and other Front Office revenue opportunities.
• Develop, implement, and maintain Front Office SOPs to promote consistency and accountability.

What Makes You Successful

• High school diploma or equivalent required; hospitality, business, or related education preferred.
• 3+ years of hotel or hospitality experience, preferably within a full-service or branded hotel environment.
• Previous Front Office supervisory or management experience strongly preferred.
• Strong understanding of Front Office operations, room inventory, cash controls, guest-service workflows, and hotel systems.
• Experience interpreting guest satisfaction data and developing action plans to improve results.
• Experience with hiring, onboarding, scheduling, payroll, coaching, performance management, and associate development.
• Working knowledge of hotel financial performance, including labor management, departmental expenses, and budget expectations.
• Strong computer skills, including hotel PMS, email, spreadsheets, and brand systems.
• Willingness to work nights, weekends, holidays, and other shifts as required by hotel operations.
• Ability to frequently walk, stand, bend, stoop, sit, and reach.
• Ability to occasionally lift and move items weighing up to 50 pounds using appropriate body mechanics, with or without reasonable accommodation.

You Know You’re Successful When…

Guest satisfaction trends positively, Front Office standards are consistently met, operational issues are addressed before they become recurring problems, and your team is confident, engaged, and prepared to deliver exceptional service. You build a department that communicates well, manages resources responsibly, responds effectively to challenges, and consistently represents the hospitality standards of the hotel and company.

Why Join Western States Lodging & Management?

Western States Lodging & Management is a leading property management company with a diverse portfolio that includes nationally recognized hotel brands such as Hilton, Marriott, and IHG, Legacy Senior Living communities, and Nxt multifamily apartment communities throughout the western United States.

Our mission is simple: Serving You Like Family. That commitment extends beyond our guests and residents—it defines how we treat our associates and business partners. We believe that great people build great communities, which is why we invest in our team through meaningful work, ongoing professional development, and opportunities for long-term career growth. At Western States Lodging & Management, we encourage every team member to serve as an Ambassador of our values, a trusted Consultant who brings knowledge and solutions, a Collaborator who builds strong relationships through teamwork, and a Coach who is passionate and empowers others to learn, grow, and succeed.

Whether you're launching your career or bringing years of experience, you'll find a workplace where your contributions are valued, your ideas are welcomed, and your potential is supported every step of the way.