Senior Front Office Manager

Highgate; Key West (FL); On-site; USD 70,000 - 110,000; Full time

Job summary

The Marker Key West, part of Highgate Hotels, seeks a Senior Front Office Manager to lead all Front Office and Guest Services operations, delivering exceptional guest experiences and driving efficiency. You will oversee Front Desk, Bell Services, and related functions, partnering across departments to ensure seamless service.

We value a minimum of 5 years in hotel front office with supervisory experience, strong customer service, and proficiency in Windows and Opera PMS.

Qualifications

• Minimum 5 years progressive hotel front office experience or equivalent.
• Supervisory experience required.
• Excellent customer service and communication skills.
• Proficient in Windows and Microsoft Office.
• Experience with Opera PMS preferred.
• Willingness to work long hours and be MOD.
• Strong leadership and staff coaching abilities.
• Maintain confidentiality and professional appearance.

Responsibilities

• Lead Front Office and Guest Services operations to ensure guest satisfaction.
• Recruit, train, coach, and manage Front Office staff.
• Oversee scheduling, payroll, labor productivity, and forecasting.
• Ensure compliance with policies, cash handling, audits.
• Collaborate with Housekeeping, Reservations, Accounting.
• Monitor VIP arrivals and guest requests; manage daily reports.
• Participate in MOD coverage and drive department performance.

Skills

Customer Service

Leadership

Communication

Multitasking

Scheduling & Payroll

Education

2-year college degree

4-year college degree

Tools

Opera PMS

Windows

Microsoft Office

Job description

Yearly

Highgate Hotels

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com

Location

Overlooking the historic Key West Harbor, The Marker Key West is a luxurious compound with a sense of refuge and retreat, located in the center of it all. As The hotel is Old Town's first new build resort in over 20 years and is home to 96 tropically-inspired contemporary and luxurious guest rooms featuring luxe fabrics, plush bedding and a curated collection of art, literary works, and thoughtful local amenities.

Overview

The Senior Front Office Manager is responsible for leading all Front Office operations, ensuring exceptional guest experiences while driving operational efficiency, associate engagement, and financial performance. This role oversees Front Desk, Bell Services, and related front office functions, providing leadership, coaching, and support to managers and associates. The Senior Front Office Manager partners closely with all departments to deliver seamless service.

Responsibilities

• Lead all Front Office and Guest Services operations, ensuring exceptional guest satisfaction and prompt resolution of guest concerns.
• Recruit, train, coach, develop, and manage Front Office associates while maintaining high morale and service standards.
• Oversee scheduling, payroll, labor productivity, revenue optimization, occupancy management, and forecasting.
• Ensure compliance with company policies, cash handling procedures, credit policies, audits, and operational standards.
• Maintain strong communication and collaboration with Housekeeping, Reservations, Accounting, and other departments.
• Monitor VIP arrivals, guest requests, lost and found, key control, supplies, and daily operational reports.
• Participate as Manager on Duty (MOD) and lead the team in delivering luxury service standards and achieving guest satisfaction goals.
• Drive department performance by focusing on guest service scores, financial results, operational efficiency, and associate engagement.

Qualifications

• At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
• Supervisory experience required.
• The ability to demonstrate exceptional Customer Service Skills.
• Must be proficient in Windows and Microsoft Office.
• Experience with hotel PMS systems, preferably Opera.
• Able to work long hours as sometimes required.
• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Participate in M.O.D. coverage as required.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing nametags.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Perform other duties as requested by management.