Luxury Front Office Manager | Guest Experience Leader

HBB PAYROLL LLC; Louisville (KY); On-site; USD 50,000 - 70,000; Full time

Job summary

Hotel Bourré Bonne in Louisville, KY, part of the Curio Collection by Hilton, seeks an experienced Front Office Manager to lead the Front Desk, Concierge and Night Audit teams. Coach associates, model luxury service, and maintain floor presence to ensure premier guest experiences.

The role reports to the Director of Operations, oversees daily front office operations, staffing, guest satisfaction, and process compliance, collaborating with Housekeeping and Engineering to optimize readiness and

Qualifications

• Prior hotel front office management experience required.
• Experience in luxury or upscale properties preferred.
• Strong communication, organization and problem-solving skills.

Responsibilities

• Lead daily Front Desk, Concierge, and Night Audit operations, ensuring smooth arrivals, departures, and shift transitions.
• Maintain a visible presence in guest-facing areas, especially during peak periods.
• Train and coach associates on professional communication, guest recognition, reservation accuracy, billing, telephone etiquette, and service recovery.
• Oversee onboarding and ongoing training to ensure associates can independently perform their responsibilities.
• Lead daily Hilton Honors huddles covering VIPs, elite members, repeat guests, celebrations, special requests, and service concerns.
• Ensure accurate guest profiles, room assignments, payment processing, rate package fulfillment, and shift documentation.
• Manage guest concerns with empathy and sound judgment; document resolutions and follow up.
• Coordinate with Housekeeping and Engineering to address room readiness and guest needs.
• Prepare schedules to meet demand, manage labor and overtime, and provide coverage when needed.
• Review guest feedback and implement measurable improvements; address performance concerns with HR as needed.

Skills

Front office management

Leadership

Staff training

Communication

Hospitality

Problem solving

Teamwork

Job description

Hotel Bourré Bonne in Louisville, KY, part of the Curio Collection by Hilton, seeks an experienced Front Office Manager to lead the Front Desk, Concierge and Night Audit teams. Coach associates, model luxury service, and maintain floor presence to ensure premier guest experiences.

The role reports to the Director of Operations, oversees daily front office operations, staffing, guest satisfaction, and process compliance, collaborating with Housekeeping and Engineering to optimize readiness and