Hotel Front Office Manager

Rolling Hills Hospitality, LLC; Blue Ash (OH); On-site; USD 41,000 - 50,000; Full time

Job summary

Rolling Hills Hospitality, LLC in Blue Ash, OH seeks a Front Office Manager to lead the front desk team and own the arrival and departure experience. You will hire, train, and coach Guest Service Agents and Supervisors, keeping the desk running smoothly through heavy group check-ins and busy midweek corporate arrivals.

You will partner with Housekeeping, Sales, and F&B to coordinate operations and drive guest satisfaction scores that define our reputation.

Qualifications

• 2+ years of front office or rooms division supervisory or management experience.
• Experience with hotel PMS; Hilton PEP or OnQ is a strong plus.
• Track record of building and motivating hourly teams.
• Calm, confident problem-solving in a fast-paced environment.
• Strong communication with guests, team, and leadership.
• Availability for flexible schedule including weekends/holidays/evenings.

Responsibilities

• Lead, schedule, train, and develop the front desk team including Supervisors and Guest Service Agents.
• Deliver a consistent arrival experience meeting brand standards.
• Plan for large group arrivals with pre-keyed rooms and clear communication with Sales/Housekeeping.
• Resolve guest concerns promptly and perform service recovery.
• Monitor guest satisfaction scores, online reviews, and Hilton Honors engagement.
• Manage front office labor to budget while maintaining service levels.
• Oversee cash handling, bank audits, credit limits, and daily reporting.
• Collaborate with Housekeeping, Engineering, Sales, and Food & Beverage to coordinate operations.
• Support revenue goals through upselling and accurate rate/reservation management.

Skills

Front Office Leadership

Staff coaching

Communication

Problem solving

Flexible schedule

Guest service

Tools

Hilton PEP

OnQ

Job description

The Front Office Manager leads the front desk team and owns the arrival and departure experience. Reporting to the General Manager, you'll hire, train, and coach a team of Guest Service Agents and Supervisors, keep the desk running smoothly through heavy group check-ins and busy midweek corporate arrivals, and drive the guest satisfaction scores that define our reputation.

Compensation:

$45,000 yearly

Qualifications

• 2+ years of front office or rooms division supervisory or management experience, preferably in a full-service or upper-upscale hotel
• Experience with hotel property management systems; Hilton PEP or OnQ experience is a strong plus
• A track record of building and motivating hourly teams
• Calm, confident problem-solving in a fast-paced environment
• Strong communication skills with guests, team members, and leadership
• Availability to work a flexible schedule including weekends, holidays, and evenings

Responsibilities

• Lead, schedule, train, and develop the front desk team, including Front Desk Supervisors and Guest Service Agents
• Deliver a consistent, high-quality arrival experience that meets Hilton and Embassy Suites brand standards
• Plan for and execute large group arrivals, including youth sports tournaments, with pre-keyed rooms, rooming lists, and clear communication with Sales and Housekeeping
• Resolve guest concerns promptly and professionally, and follow through on service recovery
• Monitor and improve guest satisfaction scores, online reviews, and Hilton Honors engagement
• Manage front office labor to budget while maintaining service levels
• Oversee cash handling, bank audits, credit limits, and daily reporting
• Partner with Housekeeping, Engineering, Sales, and Food and Beverage to keep operations coordinated
• Support revenue goals through upselling, inventory awareness, and accurate rate and reservation management