Front Office Manager

The Ranch at Rock Creek; Philipsburg (MT); On-site; USD 70,000 - 100,000; Full time

Job summary

The Ranch at Rock Creek, a luxury destination, seeks a Front Office Manager to lead the Front Desk and Night Audit teams, ensuring a seamless guest journey from arrival to departure. This role champions Forbes-level service standards and coordinates with Spa and Retail to elevate the guest experience.

Ideal candidates bring 3–5 years of luxury Front Office leadership, strong PMS and Night Audit knowledge, and a proactive, guest-focused leadership style in a fast-paced environment.

Qualifications

• Minimum 3–5 years of Front Office leadership in luxury hospitality.
• Strong knowledge of PMS systems and Night Audit procedures.
• Demonstrated leadership with focus on team development and culture.
• Exceptional communication, problem-solving, and organizational skills.
• Ability to thrive in a fast-paced, guest-focused environment.

Responsibilities

• Oversee Front Desk and Night Audit operations to ensure a seamless guest experience.
• Maintain Forbes Five-Star service standards in all guest interactions.
• Escalation point for guest concerns and service recovery.
• Drive consistency in check-in/check-out, room readiness, and guest communication.
• Lead daily briefings and collaborate with Housekeeping, F&B, Activities, Spa.
• Recruit, train, coach, and develop Front Desk team members.

Skills

Front Office leadership

PMS systems

Night Audit procedures

Leadership skills

Communication

Problem-solving

Organizational skills

Fast-paced environment

Job description

Front Office Manager

Position Overview

We are seeking a highly energetic, service-driven Front Office Manager to lead the daily operations of our Front Desk and Night Audit teams. This individual will serve as a key ambassador of the guest experience, ensuring seamless arrivals, departures, and on-property communication while integrating spa and retail touchpoints into the overall guest journey.

The ideal candidate is passionate about luxury hospitality, thrives in a fast-paced environment, and brings a proactive, solutions-oriented leadership style that elevates both team performance and guest satisfaction.

Key Responsibilities

Front Office Operation

• Oversee all Front Desk and Night Audit operations to ensure a seamless and elevated guest experience from arrival through departure
• Maintain Forbes Five-Star (or equivalent luxury) service standards in all guest interaction
• Act as the primary escalation point for guest concerns, ensuring prompt and effective service recovery
• Drive consistency in check-in/check-out procedures, room readiness, and guest communication

Guest Experience & Service Culture

• Champion a culture of anticipatory service, attention to detail, and personalized guest engagement
• Lead daily briefings/stand-ups to align the team on arrivals, VIPs, and operational priorities
• Collaborate cross-functionally (Housekeeping, F&B, Activities, Spa) to ensure a seamless guest journey
• Monitor guest feedback (internal reports, online reviews) and implement continuous improvement strategies

Leadership & Team Development

• Recruit, train, coach, and develop Front Desk and Night Audit team members
• Foster a high-energy, positive, and accountability-driven team culture
• Conduct regular performance check-ins, coaching sessions, and evaluations
• Ensure all team members are trained in SOPs, service standards, and systems

Financial & Administrative Oversight

• Manage labor scheduling to align with occupancy and budget expectations
• Monitor departmental expenses and contribute to forecasting and budgeting processes
• Ensure accuracy of nightly audit processes, reporting, and financial reconciliations
• Drive revenue through upselling strategies and operational efficiency

Compliance & Systems

• Ensure adherence to all company policies, safety protocols, and brand standards
• Maintain accuracy in PMS, POS, and guest profile systems
• Oversee Night Audit procedures, ensuring timely and accurate reporting

Qualifications

• Minimum 3-5 years of Front Office leadership experience in luxury hospitality
• Strong knowledge of PMS systems and Night Audit procedures
• Demonstrated leadership skills with a focus on team development and culture building
• Exceptional communication, problem-solving, and organizational skills
• Ability to thrive in a fast-paced, guest-focused environment

Core Competencies

• Guest-Centric Mindset: Passion for delivering exceptional, personalized experiences
• Energy & Presence: Highly engaging, visible leader who motivates and inspires teams
• Attention to Detail: Maintains high standards across all operational touchpoints
• Collaboration: Works effectively across departments to drive results
• Accountability: Takes ownership of both successes and opportunities

Why This Role Matters

This role is instrumental in shaping the first and last impression of the guest experience. The Front Office Manager sets the tone for service excellence, drives revenue through spa and retail integration, and ensures operational precision across all front-of-house touchpoints