Front Office Manager

Zyyo LLC.; Louisville (KY); On-site; USD 55,000 - 75,000; Full time

Job summary

Hotel Bourré Bonne, a Curio Collection by Hilton property in Louisville, seeks a seasoned Front Office Manager to oversee Front Desk, Concierge, and Night Audit teams. You will coach staff, ensure flawless guest interactions, and uphold luxury service standards while maintaining daily operations and accountability.

You will drive training, optimize guest satisfaction, and partner with Housekeeping and Engineering to deliver exceptional arrivals and departures.

Qualifications

• Experience in front office management for luxury hotels.
• Proven ability to train teams, manage performance, and resolve guest concerns.
• Strong knowledge of hotel systems; Hilton PEP and Hilton Honors experience preferred.
• Excellent communication, organization, and problem-solving skills.
• Professional, approachable leadership with team-focused mindset.
• Accountability for service standards, accurate billing, and operational follow-through.
• Open availability including mornings, evenings, weekends, holidays, and overnights.

Responsibilities

• Lead daily Front Desk, Concierge, and Night Audit operations.
• Maintain a visible presence in guest-facing areas during peak times.
• Train and coach associates on communication, guest recognition, and service recovery.
• Oversee onboarding and ongoing training for the front office team.
• Lead Hilton Honors huddles for VIPs, elite members, and special requests.
• Ensure accurate guest profiles, room assignments, billing, and shift documentation.
• Address guest concerns with empathy and prompt follow-up.
• Coordinate with Housekeeping/Engineering on room readiness and guest needs.
• Prepare schedules, manage labor, and cover shifts as needed.
• Review guest feedback and implement measurable improvements.

Skills

Front Office Management

Staff Training

Guest Service Resolution

Communication

Leadership

Organization

Problem Solving

Flexibility / Availability

Tools

Hilton PEP

Hilton Honors

PMS / Hotel PMS

Job description

Front Office Manager# Front Office ManagerLegal Address - Louisville, KY 40202## OverviewPosition TypeFull Time## Description**Front Office Manager — Hotel Bourré Bonne** *Louisville, KY | Curio Collection by Hilton***Position Overview**Hotel 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 Responsibilities*** Lead 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.## Qualifications**Qualifications*** Prior 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.