Job Description

• Leads, coaches, and develops front Office team members through onboarding, ongoing training, recognition, feedback, and consistent enforcement of service and policy standards.
• Fosters a high-engagement, service-driven culture by reinforcing customer service expectations, recognition programs, and clear communication across shifts.
• Manages staffing levels and schedules to balance labor efficiency with guest service needs and provides operational coverage when required.
• Oversee daily front Office operations, including check-ins, check-outs, room assignments, payment processing, folio accuracy, and guest account management.
• Manages arrival, departure, and VIP activity, ensuring room readiness through close coordination with Housekeeping, Facilities, and other operational teams.
• Delivers polished, Four-Diamond–level service by resolving guest inquiries, complaints, and escalations using sound judgment and established service recovery practices.
• Maintains front office readiness by ensuring cleanliness, organization, and effective use of front office systems, PMS tools, reporting platforms, and guest communication channels.
• Effectively manages complex situations, including overbooking, guest disputes, service failures, and emergency responses, while prioritizing guest safety and satisfaction.
• Ensures accurate posting of charges, financial adjustments, group folios, house accounts, and confidential guest information in accordance with internal controls.
• Oversees cash handling, PCI compliance, credit procedures, key control, data privacy, and audit readiness while maintaining accurate records and documentation.
• Supports revenue optimization through upselling initiatives, strategic room assignments, and alignment with daily selling and occupancy strategies.
• Assists with budget planning, labor forecasting, expense monitoring, and variance management in partnership with hotel leadership and accounting teams.
• Supports the month-end close by reconciling front office revenue, reviewing adjustments and allowances, and submitting required documentation.
• Serves as the primary hotel liaison for valet operations, coordinating with third-party providers to ensure smooth arrivals, departures, and issue resolution.
• Upholds safety, security, emergency, compliance, and regulatory requirements while reporting potential risks, fraud, or concerns through proper channels.
• Performs additional duties as assigned.

SUPERVISORY RESPONSIBILITIES

• Interview, hire, schedule, train, and develop team members.
• Plan, assign, and direct daily work; adjust schedules to support business needs.
• Conduct performance evaluations, provide coaching, and administer discipline when necessary.
• Lead recognition programs to maximize engagement and maintain a positive work environment.
• Establish work procedures, expedite workflow, and ensure consistent service execution.
• Must be at least 21 years of age.
• A bachelor’s degree in hospitality, Business, or a related field is preferred, along with one to two years of hotel supervisory experience; experience in front office management or luxury/AAA Four-Diamond hotels is highly desirable.
• Candidates must be able to work a flexible schedule, including weekends, holidays, and varying shifts based on operational needs.
• Ability to read, analyze, and interpret business documents, reports, and regulatory materials.
• Strong written communication skills for reports, correspondence, and procedure documentation.
• Strong presentation and communication skills with the ability to interact with guests, team members, leadership, and the general public.
• Ability to resolve conflicts with diplomacy, patience, and professionalism.
• Proficient math skills, including the ability to compute rates, percentages, ratios, and metrics.
• Proficiency in Microsoft Office applications (Excel, Word, Outlook) and hotel PMS systems.
• Ability to multitask, prioritize, and perform effectively in a fast-paced, high-pressure environment.
• Ability to maintain confidentiality and uphold company values at all times

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