Hotel Front Office Manager

Hireology; Bolton Landing (NY); On-site; USD 72,000 - 76,000; Full time

Job summary

Hireology invites a Front Office Manager to lead the daily operations of the Front Desk, Call Center, Concierge, and Bell/Valet/Doorman teams. The role creates a warm, guest-focused culture and ensures standards are consistently met across the hotel, partnering with departments to deliver a seamless arrival and departure experience.

The ideal candidate is motivated, energetic, positive, and team‑oriented, with experience in upscale hospitality and a strong command of PMS tools.

Qualifications

• 3–5 years of Front Office leadership in upscale or luxury environments.
• Calm, guest-first problem solver with strong judgment.
• Excellent verbal and written communication; professional email/phone etiquette.
• Proficient with PMS and common hotel tools.
• Flexible schedule including weekends and holidays; MOD coverage as assigned.

Responsibilities

• Lead Front Office, Call Center, Concierge, Bell/Valet/Doorman teams to set a professional tone.
• Provide exceptional guest service and uphold luxury service standards.
• Foster a positive, team‑centered culture with open, timely communication.
• Handle service recovery with empathy and clear follow-up to closure.
• Maintain SOPs, update policies, and implement practical improvements.
• Hire, train, schedule, and coach staff; recognize great work with timely feedback.

Skills

Front Office leadership

Guest service focus

Team coaching

Communication skills

Problem solving

Tools

PMS

Job description

The Front Office Manager leads daily operations of the Front Desk, Call Center, Concierge, and Bell/Valet/Doorman teams. This role builds a warm, guest-focused culture, ensures standards are consistently met, and partners across the hotel to deliver a seamless arrival and departure experience. The ideal candidate is highly motivated, energetic, positive, and team-oriented.

Rate

$72,000 - $76,000 Annually.

Key Responsibilities

• Manage the Front Office team (Front Desk, Call Center, Concierge, Bell/Valet, and Doorman) and set an approachable, professional tone in all departments.
• Provide exceptional guest service and ensure all team members maintain luxury service standards.
• Create and uphold a positive, team-focused culture with open, timely communication.
• Handle service recovery with empathy and clear communication; follow up to closure.
• Maintain standards and SOPs; keep policies current and implement practical improvements.
• Hire, train, schedule, and coach a guest-focused team; recognize great work and provide timely feedback.
• Serve as Manager on Duty (MOD) as needed to support the operation.
• Manage room inventory (pre-blocking, out-of-order/out-of-service rooms, special requests, connecting rooms, VIPs).
• Communicate clearly on Front Office updates and resort-wide information so all team members have accurate, current details.
• Support the operation hands-on during peak times—assist with check-ins/outs, bell/valet, and the call center as needed.
• Partner with Housekeeping, Engineering, and other departments to reduce wait times and resolve issues quickly.

Qualifications

• 3–5 years of Front Office leadership (Supervisor/Assistant FOM or similar) in an upscale or luxury environment.
• Calm, guest-first problem solver with strong judgment.
• Excellent verbal and written communication; clear, professional email/phone etiquette.
• Proficient with PMS and common hotel tools.
• Flexible schedule including weekends and holidays; MOD coverage as assigned.