Front Office Manager

HBB PAYROLL LLC; Louisville (KY); Sur place; USD 50 000 - 70 000; Plein temps

Résumé du poste

Hotel Bourré Bonne in Louisville, KY, part of the Curio Collection by Hilton, seeks an experienced Front Office Manager to lead the Front Desk, Concierge and Night Audit teams. Coach associates, model luxury service, and maintain floor presence to ensure premier guest experiences.

The role reports to the Director of Operations, oversees daily front office operations, staffing, guest satisfaction, and process compliance, collaborating with Housekeeping and Engineering to optimize readiness and

Qualifications

• Prior hotel front office management experience required.
• Experience in luxury or upscale properties preferred.
• Strong communication, organization and problem-solving skills.

Responsabilités

• Lead daily Front Desk, Concierge, and Night Audit operations, ensuring smooth arrivals, departures, and shift transitions.
• Maintain a visible presence in guest-facing areas, especially during peak periods.
• Train and coach associates on professional communication, guest recognition, reservation accuracy, billing, telephone etiquette, and service recovery.
• Oversee onboarding and ongoing training to ensure associates can independently perform their responsibilities.
• Lead daily Hilton Honors huddles covering VIPs, elite members, repeat guests, celebrations, special requests, and service concerns.
• Ensure accurate guest profiles, room assignments, payment processing, rate package fulfillment, and shift documentation.
• Manage guest concerns with empathy and sound judgment; document resolutions and follow up.
• Coordinate with Housekeeping and Engineering to address room readiness and guest needs.
• Prepare schedules to meet demand, manage labor and overtime, and provide coverage when needed.
• Review guest feedback and implement measurable improvements; address performance concerns with HR as needed.

Connaissances

Front office management

Leadership

Staff training

Communication

Hospitality

Problem solving

Teamwork

Description du poste

Front Office Manager — Hotel Bourré BonneLouisville, KY | Curio Collection by HiltonPosition OverviewHotel Bourré Bonne is seeking an experienced, service-focused Front Office Manager to lead our Front Desk, Concierge, and Night Audit teams. This leader must maintain an active presence on the floor, coach associates through daily guest interactions, and ensure consistent delivery of our luxury boutique service standards.Reporting to the Director of Operations, the Front Office Manager will take ownership of daily front office operations, team development, guest satisfaction, and departmental accountability.Key ResponsibilitiesLead daily Front Desk, Concierge, and Night Audit operations, ensuring smooth arrivals, departures, and shift transitions.Maintain a visible presence in guest-facing areas, particularly during peak arrival and departure periods.Train and coach associates on professional communication, guest recognition, reservation accuracy, billing, telephone etiquette, and service recovery.Oversee a structured onboarding program and ongoing training, verifying that associates can independently perform their responsibilities.Lead daily arrivals and Hilton Honors huddles covering VIPs, elite members, repeat guests, celebrations, special requests, and service concerns.Ensure accurate guest profiles, room assignments, payment processing, rate package fulfillment, and shift documentation.Manage guest concerns with empathy and sound judgment; document resolutions and compensation, and ensure timely follow-up.Strengthen team knowledge of Hilton Honors benefits, hotel amenities, and opportunities to enhance the guest experience.Coordinate closely with Housekeeping and Engineering to address room readiness and guest needs.Prepare schedules that support business demand, manage labor and overtime, and provide operational coverage when needed.Review guest feedback, identify recurring concerns, and implement measurable improvements.Address performance concerns promptly and consistently in partnership with the Director of Operations and Human Resources.Ensure associates follow established safety, security, cash-handling, and escalation procedures.QualificationsPrior hotel front office management experience required; full-service, upscale, or luxury hotel experience strongly preferred.Demonstrated success training teams, managing performance, and resolving guest concerns.Strong working knowledge of hotel property management systems; Hilton PEP and Hilton Honors experience preferred.Excellent communication, organization, and problem-solving skills.A professional, approachable leadership style with a willingness to support the team directly.Accountability for service standards, accurate billing, and operational follow-through.Open availability, including mornings, evenings, weekends, holidays, and overnight coverage as business needs require.