Front Office Manager

Holiday Inn Express & Suites Port St. Lucie West; Port Saint Lucie (FL); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Paid Time Off

Health insurance

401(k) with employer match

Exclusive global hotel discounts

Career growth opportunities across our

Volunteer time

Job summary

Naples Hotel Group seeks a Front Office Manager to oversee daily front office operations and ensure exceptional guest service throughout arrival, stay, and departure. You will assist with check-ins/outs, address guest requests and complaints, and serve as Manager on Duty as assigned.

The role emphasizes leadership, professionalism, and hospitality, driving team performance while ensuring guests feel welcomed and cared for in line with our brand standards.

Qualifications

• Bachelor’s degree preferred; equivalent experience considered.
• Minimum 2 years of experience in hotel front desk operations, guest services, or night audit.
• Minimum 2 years of supervisory experience, preferably in hospitality.
• Strong verbal and written communication with guests, associates and leadership.

Responsibilities

• Demonstrate a consistent commitment to superior guest service; respond promptly to guest inquiries, concerns, and service requests.
• Greet every guest with a warm and professional demeanor.
• Perform daily property walks to inspect condition of guest rooms, public areas, and front desk/lobby.
• Maintain cleanliness and organization of front desk, market, lobby, and back-office areas.
• Recruit, interview, hire, and onboard new front desk associates.
• Prepare associate work schedules and manage shift coverage.
• Provide ongoing training, coaching, and daily oversight to ensure excellent service.
• Conduct timely and constructive performance reviews.
• Ensure front desk attire and name tags are professional.
• Safeguard and account for all market inventory and revenue.

Skills

Front desk operations

Team leadership

Guest service

Communication skills

PMS proficiency

Education

Bachelor's degree in Hospitality Management

Tools

POS systems

Property Management System (PMS)

Job description

The Front Office Manager is responsible for overseeing daily front office operations and ensuring exceptional guest service throughout the arrival, stay, and departure experience. This role includes assisting with check‑ins and check‑outs, addressing guest requests and complaints, supporting team members, and serving as Manager on Duty as assigned. With a focus on leadership, professionalism, and hospitality, you will help drive team performance while ensuring guests feel welcomed and well cared for. You will be focused on optimizing each guest’s experience by living out our company purpose: “hospitality from our family to yours.”

Job Responsibilities

• Demonstrate a consistent commitment to superior guest service; respond promptly to guest inquiries, concerns, and service requests.
• Greet every guest with a warm and professional demeanor.
• Perform daily property walks to inspect the condition and cleanliness of guest rooms, public areas, and the front desk/lobby.
• Maintain cleanliness and organization of the front desk, market, lobby, and back‑office areas.
• Assist with room inventory management and rate controls in collaboration with the General Manager and Sales.
• Report maintenance concerns by submitting and tracking work orders.
• Follow hotel procedures for reporting and turning in lost and found items.
• Recruit, interview, hire, and onboard new front desk associates.
• Prepare associate work schedules based on business forecasts; track attendance and manage shift coverage as needed.
• Provide ongoing training, coaching, and daily oversight to ensure excellent service and operational consistency.
• Conduct timely and constructive performance reviews.
• Ensure all front desk associates maintain a clean and professional appearance, including proper uniforms and visible name tags.
• Maintain accurate and complete banking and cash‑handling records.
• Monitor and manage Accounts Receivable, Guest Ledger, and City Ledger functions.
• Safeguard and account for all market inventory and revenue.
• Ensure labor and supply usage remain within budgeted targets.
• Serve as Manager on Duty as assigned, ensuring leadership presence and service recovery support.
• Ensure guest and associate safety by following established key security, emergency, and confidentiality procedures.
• Comply with all company and safety policies; report accidents, injuries, or unsafe conditions to management immediately.
• Complete required safety training and certifications.
• Certified to clean and inspect guest rooms to ensure they meet brand quality standards.
• Respond quickly and effectively to all communications including emails, voicemails, guest communications, etc.
• Must maintain a professional appearance in accordance with company standards.
• Additional responsibilities may be assigned as needed to meet evolving business demands.

Job Qualifications

• Bachelor’s degree in Hospitality Management, Business, or a related field preferred; equivalent experience will be considered.
• Minimum 2 years of experience in hotel front desk operations, guest services, or night audit.
• Minimum 2 years of supervisory experience, preferably in a hospitality setting.
• Strong verbal and written communication skills, with the ability to interact professionally with guests, associates, and leadership.
• Proficient in using computers, POS systems, and property management systems (PMS); knowledge of hotel‑specific software is a plus.
• Proven ability to train, motivate, and lead a team in a fast‑paced environment.
• Exceptional problem‑solving and decision‑making skills, with a guest‑first mindset.
• Strong organizational and multitasking abilities with attention to detail.
• Ability to work a flexible schedule, including evenings, weekends, and holidays.
• Physical Demands:
• Must be able to lift, push, pull, or carry up to 50 pounds.
• Requires frequent and prolonged periods of standing, walking, bending, reaching, and stretching throughout the shift.
• Manual dexterity required to operate phones, computers, tablets, and other standard office equipment.
• Must be able to work in a fast‑paced environment, handling multiple tasks and guest interactions simultaneously.
• Ability to remain calm and focused while working under pressure or during high‑stress situations.

As a family‑owned business built on genuine relationships, Naples Hotel Group places immense value on the character and quality of our team. We are dedicated to creating an environment where associates serve each other, our partners, and the community with kindness and respect, working together toward meaningful shared success. Our tight‑knit team structure ensures every voice is heard, fostering a collaborative culture rich with opportunities for career advancement and personal development.

Comprehensive Benefits Package for Full-Time Employees

• Paid Time Off: 2 weeks of vacation in the first year and 4 sick days per year
• Comprehensive health, dental, and vision insurance, plus disability and life coverage
• 401(k) with employer match
• Exclusive global hotel discounts
• Career growth opportunities across our hotel portfolio
• Additional perks including paid volunteer time and lifestyle discounts.

Source: Naples Hotel Group