Front Office Manager

Gale Hotels; United States; On-site; USD 70,000 - 90,000; Full time

Job summary

Gale Hotels is seeking a Front Office Manager to oversee daily front desk operations, ensuring smooth check-in/check-out and outstanding guest service. You will lead front desk, concierge, valet, and PBX teams while coordinating with housekeeping and maintenance to maximize guest satisfaction.

The role requires strong leadership, 3 years of supervisory front desk experience, and proficiency with Opera or Fidelio.

Qualifications

• Proven experience in hotel front desk or customer service with at least 3 years in a supervisory capacity.
• Strong leadership and team management skills.
• Excellent communication, interpersonal, and problem solving abilities.
• Ability to remain calm and composed in high pressure situations.
• Knowledge of front office operations including reservations, guest services and billing.
• Proficiency with hotel management software (Opera, Fidelio) and Microsoft Office.
• Strong organizational skills with the ability to multitask and prioritize.
• Flexible schedule availability including evenings weekends and holidays.

Responsibilities

• Manage daily front desk operations ensuring guest service standards.
• Supervise front desk staff, concierge, bell staff and PBX operators.
• Coordinate check-in/check-out processes ensuring accurate guest billing and reservations.
• Resolve guest complaints promptly maintaining a positive guest experience.
• Monitor and maintain the front desk inventory of supplies.
• Handle special guest requests and ensure timely fulfillment.
• Work closely with housekeeping, maintenance and other departments to ensure guest satisfaction.
• Oversee scheduling of front office shifts to ensure coverage.
• Maintain and update guest records ensuring confidentiality and data protection.
• Conduct regular front desk audits and report issues to the Director of Front Desk.
• Assist with development and implementation of front desk training programs.
• Ensure security protocols at the front desk including guest verification and access control.
• Support marketing and sales efforts by assisting with guest loyalty programs and promotions.
• Prepare reports on front desk performance and guest feedback.
• Lobby Greeter role to create welcoming environment and manage lobby area.

Skills

Leadership

Team management

Communication

Customer service

Problem solving

Work under pressure

Front desk operations

Multitasking

Scheduling

Flexibility

Education

Bachelor's degree in hospitality management

Business Administration

Equivalent experience

Tools

Opera

Fidelio

Microsoft Office

Job description

Job Title Front Office Manager Department Front Office Reports To Director of Rooms FLSA Status Exempt SUMMARY The Front Office Manager is responsible for overseeing the daily operations of the front desk ensuring smooth and efficient check incheck out processes and providing exceptional customer service to guests This role involves managing front desk staff concierge valet bell staff and PBX operators coordinating guest requests and maintaining a welcoming and professional atmosphere The Front Office Manager will also work closely with other departments to ensure guest satisfaction and address any concerns promptly

RESPONSIBILITIES

• Manage daily operations at the front desk ensuring high standards of guest service and satisfaction
• Supervise train and evaluate front desk staff concierge bell staff and PBX operators ensuring adherence to hotel policies and procedures
• Coordinate check incheck out processes ensuring accuracy in guest billing and reservations
• Resolve guest complaints and concerns promptly and professionally maintaining a positive guest experience
• Monitor and maintain the front desks inventory of supplies ensuring adequate stock levels
• Handle special guest requests and ensure they are fulfilled in a timely manner
• Work closely with housekeeping maintenance and other departments to ensure guest satisfaction
• Oversee the scheduling of front office shifts to always ensure adequate coverage
• Maintain and update guest records ensuring confidentiality and compliance with data protection laws
• Conduct regular front desk audits reporting any discrepancies or issues to the Director of Front Desk
• Assist with the development and implementation of front desk training programs
• Ensure proper security protocols are followed at the front desk including guest verification and access control
• Support marketing and sales efforts by assisting with guest loyalty programs and promotional activities
• Prepare reports on front desk performance guest feedback and other relevant metrics
• This position will also work as a Lobby Greeter creating a positive and welcoming environment while ensuring smooth operations in the lobby and valet area You will be responsible for greeting visitors assisting with directions and providing top tier customer service

QUALIFICATIONS

• Proven experience in hotel front desk or customer service roles with at least 3 years in a supervisory capacity
• Strong leadership and team management skills
• Excellent communication interpersonal and problem solving abilities
• Ability to remain calm and composed in high pressure situations
• Knowledge of front office operations including reservations guest services and billing
• Proficiency with hotel management software eg Opera Fidelio etc and Microsoft Office
• Strong organizational skills with the ability to multitask and prioritize
• Flexible schedule availability including evenings weekends and holidays

EDUCATION

Bachelors degree in hospitality management Business Administration or related field or equivalent experience

REASONING ABILITY

Excellent verbal and written communication skills with the ability to interact effectively with guests associates and external partners Ability to work well under pressure and respond quickly and effectively to emergency situations

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the duties of this job Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions This job is primarily performed in an office environment with a moderate noise level While performing the duties of this job the employee is required to frequently inspect inside and outside areas of the property location and may be exposed to on going construction and various weather conditions The noise level in the work environment may range from moderate to loud The above job description describes the primary duties and qualifications for this position The company reserves the right to modify add or remove duties other duties as necessary The candidate for this position is an at will employee and subject to termination with or without cause or notice