Front Office Manager

Legacy Ventures; Madison (WI); On-site; USD 48,000 - 64,000; Full time

Job summary

Legacy Ventures in Madison, WI is seeking a Front Office Manager to lead daily hotel operations and staff, ensuring guest satisfaction and adherence to standards. You will oversee training, performance management, and program implementation to elevate service quality.

Responsibilities include interviewing, hiring, and discipline, coordinating with Sales to maximize occupancy and revenues, and maintaining front office systems and SOPs to deliver exceptional hospitality.

Qualifications

• Customer-focused hospitality experience preferred.
• Strong communication and interpersonal skills.
• Experience leading front office teams in a hotel setting.

Responsibilities

• Interview, hire, train, evaluate performance, and address disciplinary actions.
• Lead Front Office operations (Front Desk, PBX, Bell Stand, Concierge, Transportation, Valet) to ensure quality service.
• Resolve guest complaints and monitor service levels for satisfaction.
• Collaborate with Sales to improve occupancy and revenue.
• Oversee front office systems and equipment performance.

Skills

Guest service

Leadership

Team training

Communication

Job description

Job Details

Job Location: Fairfield Inn - (LHP Madison2) - Madison, WI 53713

Position Type: Full Time

Job Category: Hospitality - Hotel

Company Overview

We have built our company one person at a time. We understand that our team members are the key to our success. Our superior results begin by hiring and training good people and continue by supporting and retaining them. We build cohesive teams and promote opportunities for growth, development and leadership.

Summary

Manage the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchise policies and procedures while meeting/exceeding financial goals.

Key Responsibilities

• Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
• Implement company and franchise programs and manage the operations of the Front Office (Front Desk, PBX, Bell Stand, Concierge, Transportation, Valet) to ensure compliance with LSOPs and SOPs and to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
• Resolve customer complaints, anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
• Interact with the sales staff to discuss and implement sales strategies to continually improve occupancy levels and revenues.
• Monitor and maintain the Front Office systems and equipment to ensure their optimum performance.