Hotel Front Office Manager

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

Job summary

The Sagamore Resort in Bolton Landing, NY, seeks a Front Office Manager to lead the Front Desk, Call Center, Concierge, and Bell/Valet/Doorman teams, delivering a seamless arrival and departure experience.

The ideal candidate is energetic, positive, and team-oriented, with 3-5 years of upscale leadership and a track record of maintaining luxury service standards. MOD coverage and weekend availability are required.

Qualifications

• 3-5 years of Front Office leadership in upscale or luxury environment.
• Calm, guest-first problem solver with strong judgment.
• Excellent verbal and written communication; professional email/phone etiquette.

Responsibilities

• Lead Front Desk, Call Center, Concierge, Bell/Valet/Doorman teams and set a professional tone.
• Provide exceptional guest service and maintain luxury standards.
• Foster a positive, team-focused culture with open communication.

Skills

Front Office leadership

Guest service orientation

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.