Key West Boutique Front Office Manager - Lead Guest Experience

Key West Historic Inns; Key West (FL); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical Coverage

Dental & Vision Coverage

Teledoc Service

Pet Insurance

Hotel Discounts

Tuition Reimbursement

Paid Time Off

Job summary

Key West Historic Inns is seeking an experienced Front Office Manager to lead our boutique hotel group across Winslow’s Bungalows, Lighthouse Hotel, Ridley House, Ella’s Cottages, and Fitch Lodge. You will drive daily operations, guest experience, and team performance.

The ideal candidate brings 2–5 years in front office or hotel operations with leadership experience, PMS knowledge (StayNTouch, Opera), and a passion for developing people in a coastal hospitality setting.

Qualifications

• 2 to 5 years of Front Office or hotel operations experience, with at least 2 years in a leadership role.
• Bachelor's degree in Hospitality Management, Business Administration, or related field, or equivalent experience.
• Experience with PMS such as StayNTouch or Opera.
• Strong leadership to recruit, coach, and develop high‑performing teams.
• Excellent guest service and communication skills.
• Organizational, analytical, and problem‑solving abilities with attention to detail.
• Experience managing labor, scheduling, payroll, budgets, and departmental financial performance.
• Knowledge of hotel operations, revenue management, reservations, Night Audit, and guest service standards.
• Proficiency in Microsoft Office and hotel technology platforms.
• Flexible schedule including mornings, evenings, weekends, holidays, and varying shifts.
• Able to stand/walk for extended periods and lift up to 25 pounds.
• Must be able to read, write, speak, and understand English.

Responsibilities

• Oversee daily Front Office operations across the properties, ensuring efficient processes, consistent service standards, and a positive guest experience.
• Lead, train, coach, and develop Front Office team members, fostering a collaborative, accountable, and service-focused work environment.
• Manage guest arrivals, departures, reservations, special requests, and overall front desk activities.
• Handle guest concerns and service recovery with professionalism, empathy, and a solutions-focused approach.
• Partner with Housekeeping, Engineering, Reservations, and other departments to coordinate daily operations and meet guest needs.
• Manage team schedules, payroll, labor costs, and departmental expenses while maintaining operational efficiency.
• Monitor guest feedback, service scores, and departmental performance to identify opportunities for improvement.
• Oversee Front Office financial procedures, including cash handling, billing accuracy, payment processing, and reporting.
• Ensure proper execution of Night Audit procedures, daily reconciliations, and operational reporting.
• Support recruitment, onboarding, performance management, and ongoing professional development of Front Office team members.
• Maintain a strong understanding of room availability, occupancy, rates, and revenue management strategies.
• Ensure compliance with company policies, safety procedures, and established operational standards.
• Serve as a visible and approachable leader, providing hands‑on support during busy periods and assisting with operational needs as they arise.

Skills

Leadership

Guest service

Communication

Interpersonal skills

Conflict resolution

Analytical thinking

Problem solving

Organizational skills

Budgeting

Staff scheduling

Education

Bachelor's degree in Hospitality Management

Equivalent combination of education and experience

Tools

StayNTouch

Opera

Microsoft Office

Job description

Key West Historic Inns is seeking an experienced Front Office Manager to lead our boutique hotel group across Winslow’s Bungalows, Lighthouse Hotel, Ridley House, Ella’s Cottages, and Fitch Lodge. You will drive daily operations, guest experience, and team performance.

The ideal candidate brings 2–5 years in front office or hotel operations with leadership experience, PMS knowledge (StayNTouch, Opera), and a passion for developing people in a coastal hospitality setting.