Front Office Manager

DHS Brand; Washington (District of Columbia); On-site; USD 78,000 - 85,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

Hotel room discounts

Daily pay access

Job summary

Holiday Inn Washington DC National Mall is seeking a Front Office Manager to lead daily front desk operations, ensure outstanding guest service, and drive revenue and guest satisfaction goals in a fast-paced, guest-focused environment.

The ideal candidate will have 2–3 years of front office supervision, strong leadership and communication skills, and proficiency with hotel property management systems. Evening, weekend, and holiday availability is required.

Qualifications

• 2–3 years of hotel front office supervisory or management experience.
• Experience in upscale, lifestyle or full-service hotel environment preferred.
• Proficiency in hotel property management systems.

Responsibilities

• Oversee daily front office operations including front desk, guest services, and night audit.
• Ensure accurate room assignments, billing, and reservation management.
• Monitor occupancy and service flow to support operational efficiency.
• Recruit, train, coach and develop front office team members.
• Lead daily stand-up meetings and communicate priorities.

Skills

Front office leadership

Team leadership

Communication

Problem-solving

PMS proficiency

Tools

Hotel PMS

Job description

Holiday Inn Washington Capitol - National Mall
550 C St SW
Washington, DC 20024, USA

Description

Front Office Manager

Salary Range $78,000 - $85,000 annually

Who We Are

Holiday Inn Washington DC National Mall offers a unique and rewarding experience for several reasons. Situated near the National Mall, the hotel is within walking distance of iconic landmarks such as the Smithsonian museums, the U.S. Capitol, and the Washington Monument. Our central location provides a vibrant and dynamic work environment. Ou hotel fosters a supportive and inclusive work environment where teamwork and collaboration are highly valued. Employees are encouraged to bring their unique perspectives and ideas to the table, creating a dynamic and engaging workplace. Holiday Inn Washington DC National Mall is also actively involved in the local community, offering employees the chance to participate in various community service initiatives and events. This engagement not only enriches the community but also provides a sense of purpose and connection for team members.

Overall, working at Holiday Inn Washington DC National Mall provides a blend of professional growth, excellent benefits, and a vibrant, supportive work culture. It's an exciting place to build a career, where you can thrive!

We're looking for a Front Office Manager who leads with confidence, communicates with clarity, and thrives in a fast-paced, guest-focused environment. This role is essential to ensuring seamless operations, exceptional service delivery, and a positive team culture.

Position Summary

The Front Office Manager is responsible for overseeing all front office operations, ensuring outstanding guest service, operational efficiency, and team engagement. This leader manages daily front desk functions, drives service excellence, supports revenue and guest satisfaction goals, and develops team members to perform at their best.

The ideal candidate is a hands-on leader who balances operational discipline with a warm, approachable leadership style and a strong sense of accountability.

Key Responsibilities

Guest Experience & Service Excellence

• Ensure all guests receive prompt, professional, and personalized service from arrival to departure
• Resolve guest concerns and service recovery situations with urgency and professionalism
• Maintain high guest satisfaction scores and service standards aligned with brand expectations
• Monitor lobby presence and guest interactions to ensure a welcoming and engaging environment
• Lead by example in delivering exceptional hospitality and creating memorable guest experiences

Operations Management

• Oversee daily front office operations, including front desk, guest services, and night audit
• Ensure accurate room assignments, billing, and reservation management
• Maintain compliance with brand standards, policies, and operational procedures
• Monitor occupancy, room availability, and service flow to support operational efficiency
• Coordinate closely with Housekeeping, Engineering, and other departments to ensure readiness and service delivery
• Recruit, train, coach, and develop front office team members
• Conduct performance evaluations and provide ongoing feedback and support
• Foster a positive, inclusive, and accountable team culture
• Create and manage staff schedules to ensure appropriate coverage and productivity
• Lead daily stand-up meetings and communicate operational priorities clearly
• Support budget management, labor control, and expense monitoring
• Review daily reports and ensure accuracy in cash handling and financial transactions
• Monitor payroll, overtime, and staffing levels to align with operational needs
• Assist in achieving departmental revenue and profitability goals
• Maintain accurate records and ensure compliance with company policies

Safety & Compliance

• Ensure adherence to safety, security, and emergency procedures
• Maintain compliance with brand, company, and regulatory requirements
• Support training initiatives related to workplace safety and guest security
• Respond appropriately to incidents and document reports as required

Qualifications

• Minimum 2-3 years of hotel front office supervisory or management experience
• Strong leadership, communication, and problem-solving skills
• Experience in an upscale, lifestyle, or full-service hotel environment preferred
• Proficiency in hotel property management systems
• Ability to manage multiple priorities in a fast-paced environment
• Strong attention to detail and organizational skills
• Flexibility to work evenings, weekends, and holidays as operational needs require

Core Competencies

• Team Leadership & Coaching
• Operational Accountability
• Communication & Professionalism
• Time Management
• Decision-Making Under Pressure

Work Environment & Expectations

• Fast-paced hospitality environment requiring frequent interaction with guests and team members
• Ability to stand, walk, and move throughout the property for extended periods
• Occasional lifting of up to 25 pounds
• Availability to support operations during peak periods, emergencies, or staffing needs

Benefits and Perks

Donohoe Hospitality Services is pleased to offer employees a comprehensive Benefits Package that includes health, dental, and vision insurance, leaves of absence, retirement plans, paid time off, hotel room discounts. and MORE! Through this selection of benefits and perks, we strive to provide employees with options that will enhance the quality of life in and out of work.

We also offer daily pay access, which lets you receive your earnings the same day you work, empowering you to manage your finances easily and confidently.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.