Front Office Manager

StepStone-Hospitality-Inc; North Augusta (SC); On-site; USD 55,000 - 75,000; Full time

Job summary

Crowne Plaza North Augusta is seeking an experienced, hands-on Front Office Manager to lead our Front Office team and help create an exceptional experience for both our guests and employees.

This role rewards operational presence, training, structure, and accountability, with a focus on consistent guest service, strong communication, and adherence to IHG and Crowne Plaza standards. The Manager will oversee Front Desk and Night Audit and collaborate with other hotel leaders to drive performance.

Qualifications

• 3–5 years of progressive Front Office leadership experience in a hotel environment.
• Strong working knowledge of OPERA; OPERA Cloud experience strongly preferred.
• Experience training, coaching, and developing employees.
• Ability to lead Front Office teams and manage schedules and labor.
• Excellent communication, organizational, and problem-solving skills.
• Familiarity with brand standards and guest-service expectations.

Responsibilities

• Manage daily Front Office operations, including Front Desk and Night Audit coverage.
• Provide visible, hands-on leadership and support during peak periods.
• Ensure accurate check-in/check-out procedures, payment processing, room assignments, guest accounts, and room inventory.
• Coordinate with Housekeeping, Sales, Revenue Management, Engineering, and other departments.
• Lead onboarding, training, coaching, and development for staff on OPERA and related systems.
• Respond to escalated guest concerns and follow service recovery procedures.
• Prepare schedules based on occupancy and manage labor and staffing levels.
• Participate in leadership meetings and property-wide operational initiatives.

Skills

Front Office leadership

Hotel operations knowledge

Guest service mindset

Leadership presence on floor

Tools

OPERA

OPERA Cloud

IHG systems

Job description

Description

Crowne Plaza North Augusta is seeking an experienced, hands‑on Front Office Manager to lead our Front Office team and help create an exceptional experience for both our guests and employees.

This role is ideal for a hospitality leader who enjoys being present in the operation, developing people, creating structure, and holding teams accountable to high standards. We are looking for someone who understands that a successful Front Office is about more than checking guests in and out—it requires strong leadership, consistent training, effective communication, attention to detail, and the ability to create a team that takes ownership of the guest experience.

The Front Office Manager will oversee the day‑to‑day operation of the Front Desk, including Front Desk Agents and Night Audit, while partnering closely with the Director of Rooms and other hotel leaders. A major focus of this position will be strengthening training, consistency, accountability, guest‑service execution, and overall Front Office performance.

The ideal candidate will have strong experience with OPERA and OPERA Cloud, preferably within anIHG or full‑service hotel environment, and will be comfortable coaching employees, resolving complex guest concerns, managing room.

• Manage daily Front Office operations, including Front Desk and Night Audit coverage.
• Provide visible, hands‑on leadership and support the team during peak business periods.
• Ensure accurate check‑in/check‑out procedures, payment processing, room assignments, guest accounts, and room inventory.
• Monitor arrivals, departures, VIPs, groups, special requests, sellout/oversell situations, and shift communication.
• Maintain strong coordination with Housekeeping, Sales, Revenue Management, Engineering, and other hotel departments.
• Ensure Front Office employees consistently follow hotel procedures, IHG/Crowne Plaza brand standards, and guest‑service expectations.
• Lead structured onboarding, training, coaching, and development for new and existing employees, including OPERA, OPERA Cloud, IHG systems, and departmental procedures.
• Identify performance or training gaps, provide timely feedback, and hold employees accountable for attendance, professionalism, productivity, and service standards.
• Conduct regular team meetings, shift huddles, and coaching conversations.
• Respond to escalated guest concerns and ensure appropriate service recovery, follow‑up, and documentation.
• Support IHG One Rewards enrollment, recognition, and member‑benefit expectations.
• Prepare schedules based on occupancy and operational needs while managing labor, overtime, and staffing levels.
• Review timecards, payroll‑related issues, Front Office financial activity, and departmental records for accuracy.
• Support recruitment, interviewing, onboarding, retention, and employee development.
• Assist with budgeting, forecasting, labor planning, supplies, and departmental expense management.
• Participate in hotel leadership meetings and support property‑wide operational initiatives.

Requirements

Qualifications

• 3–5 years of progressive Front Office leadership experience in a hotel environment preferred.
• Previous Front Office Manager, Assistant Front Office Manager, Front Desk Manager, or comparable leadership experience strongly preferred.
• Full‑service hotel experience preferred; IHG/Crowne Plaza experience highly preferred.
• Strong working knowledge of OPERA required; OPERA Cloud experience strongly preferred.
• Strong understanding of Front Office operations, room inventory, Night Audit, guest accounts, reservations, and service recovery.
• Demonstrated experience training, coaching, and developing employees.
• Strong leadership, communication, organizational, conflict‑resolution, and problem‑solving skills.
• Experience with scheduling, labor management, and basic hotel financial controls.
• Ability to remain composed and make sound decisions in a fast‑paced hospitality environment.

Leadership Qualities

• Leads from the floor and remains actively involved in the operation.
• Sets clear expectations and follows through.
• Coaches employees before issues become patterns.
• Communicates professionally and handles conflict appropriately.
• Creates structure, accountability, and consistency.
• Takes ownership and makes sound decisions.
• Builds trust while maintaining appropriate professional boundaries.
• Recognizes strong performance and develops future leaders.
• Understands that strong guest service starts with a well‑trained and supported team.