Front Office Manager

CUSA, LLC; Memphis (TN); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Growth opportunities within the company

Job summary

CUSA, LLC in Memphis, Tennessee, is searching for an experienced front desk leader to oversee operations at a busy downtown hotel. This role involves managing check-ins/outs, handling guest issues, and ensuring high levels of customer satisfaction and service quality.

The ideal candidate will possess strong leadership skills, hotel experience, and a commitment to exceptional guest service. Competitive salary and growth opportunities are included.

Qualifications

• At least 1 year in a leadership role.
• Full-service hotel experience preferred.
• Strong guest service mindset and presence.

Responsibilities

• Lead the front desk team.
• Deliver fast, clean check-ins and check-outs during all shifts.
• Handle guest issues on the spot and close the loop.

Skills

Leadership

Guest service

Problem-solving

Tools

PMS systems

Job description

This is a high-visibility role in the center of it all. You run the lobby of a busy downtown hotel where business travelers, groups, and leisure guests move through all day and night. You make sure every arrival is smooth, every issue is handled, and every guest leaves with a clear impression of quality.

This position at the hotel will support the General Manager in all aspects of the operations and be able to oversee the office in the Manager's absence.

Responsibilities

• Lead the front desk team
• Deliver fast, clean check‑ins and check‑outs during all shifts
• Handle guest issues on the spot and close the loop
• Anticipate needs and act before problems develop
• Manage VIP arrivals, groups, and special requests
• Monitor guest satisfaction scores and online reviews daily
• Coach team members in real time on service and communication
• Maintain a professional, organized, and guest‑ready lobby
• Coordinate closely with housekeeping and maintenance to keep rooms ready
• Ensure accurate billing, clean folios, and proper cash handling

Service Expectations

• Strong guest engagement at the desk and in the lobby
• Immediate ownership of guest concerns
• Consistent recognition of loyalty and repeat guests
• Proactive service recovery before escalation

What you bring

• At least 1 year in a leadership role
• Full‑service hotel experience preferred
• Strong guest service mindset and presence
• Ability to stay calm and decisive under pressure
• Experience with PMS systems
• Clear communication and team leadership skills

Compensation and benefits

• Competitive salary based on experience
• Growth opportunities within the company

Why this role matters

The front office shapes the guest experience. When it runs well, the entire hotel performs better. You will set that standard every day.