Front Office Manager

Scranton, PA, USA|Onsite

Job Overview

Compensation

Hourly

Range $18.75 - $28.50

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Career Development

Paid holidays

Job Description

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, Highgate provides expert guidance throughout all stages of the property cycle including planning, development, recapitalization, and disposition. The company specializes in developing a diverse portfolio that includes bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts. Highgate continuously integrates contemporary programming and digital acumen to remain competitive and offer superior guest experiences. Utilizing industry-leading revenue management tools, the company efficiently identifies and predicts evolving market dynamics, driving outperformance and maximizing asset value to benefit ownership groups and hotel brands. With seasoned hospitality leadership and corporate offices worldwide, Highgate is a trusted partner internationally.

The Front Office Manager position at Residence Inn Scranton, located at 947 Viewmont Drive, Scranton, Pennsylvania, offers an exciting opportunity to join this esteemed hospitality group. The Front Office Manager is responsible for overseeing operations of Guest Services, Concierge, and Uniformed Services/Transportation departments with a focus on delivering attentive, friendly, and efficient guest service from pre-arrival through the duration of their stay. This role plays a key part in maximizing room revenue and occupancy while ensuring all guest requests, problems, and feedback are handled promptly and professionally. Important responsibilities include motivating and coaching the front office team, managing scheduling and payroll within budget constraints, and maintaining compliance with Highgate’s standard operating procedures. The manager also plays a vital role in analyzing daily reports such as flash reports, allowances, and market trends to optimize revenue opportunities. Strong communication and operational coordination with departments like Housekeeping, Reservations, and Accounting are essential for smooth front office functionality.

Moreover, the position demands a high level of professionalism in maintaining guest relations, staff conduct, cash handling, and adherence to credit policies. The manager oversees administrative duties such as maintaining logs, audit scores, service standards, loss prevention controls, and participating in revenue forecasting. Participation in management-on-duty programs and hotel meetings supports a collaborative work environment. The role requires the ability to multitask, prioritize functions effectively, and uphold Highgate’s philosophy of service excellence. This position is ideal for a candidate with substantial supervisory experience in hotel or related fields, strong customer service skills, and proficiency in computer systems including Microsoft Office. Expected to work long hours occasionally, the Front Office Manager must maintain a warm and welcoming demeanor while exemplifying leadership and communication skills to both guests and employees. This permanent, full-time role is a critical part of Residence Inn Scranton's commitment to outstanding hospitality and operational excellence.

Job Requirements

Five years of progressive hotel or related experience or a 2-year degree with three plus years related experience or a 4-year degree with at least one year related experience
Supervisory experience required
Demonstrate exceptional customer service skills
Proficient in Windows and Microsoft Office
Ability to work long hours as required
Maintain a warm and friendly demeanor
Effective verbal and written communication with all levels of employees and guests
Effective listening and clarifying concerns skills
Ability to multitask and prioritize
Attend all required meetings and trainings
Participate in management-on-duty coverage
Maintain regular attendance
High standards of personal appearance and grooming
Comply with hotel standards and regulations
Maximize productivity and identify problem areas
Effective problem handling skills
Ability to evaluate complex information
Maintain confidentiality of information

Job Qualifications

At least 5 years of progressive experience in a hotel or related field
Or a 2-year college degree with 3 or more years of related experience
Or a 4-year college degree with at least 1 year of related experience
Supervisory experience required
Ability to demonstrate exceptional customer service skills
Proficient in Windows and Microsoft Office
Effective verbal and written communication skills
Strong listening and problem-solving abilities
Ability to multitask and prioritize departmental functions
Approachable and service-oriented demeanor
Ability to attend all hotel required meetings and trainings
Willingness to participate in management-on-duty coverage
Commitment to regular attendance and punctuality
High standards of personal appearance and grooming
Compliance with hotel standards and regulations
Ability to identify problems and assist with solutions
Ability to maintain confidentiality of information

Job Duties

Respond to all guests’ requests, problems, complaints and/or accidents at the Front Desk or through other communication channels in an attentive, courteous and efficient manner
Motivate, coach, counsel and discipline all Guest Services personnel according to Highgate Hotel standard operating procedures
Carry a cell phone at all times
Prepare and conduct all Guest Services interviews and follow hiring procedures according to Highgate Hotel standard operating procedures
Develop employee morale and ensure training of Guest Services personnel
Maximize room revenue and occupancy by reviewing daily status and analyzing rate variance, credit reports and daily house count
Attend daily and monthly Rooms Merchandizing meetings
Participate in required management-on-duty program as scheduled
Review staff worked hours for payroll compilation and submit timely to Accounting
Prepare employee schedules according to business forecast, payroll budget guidelines and productivity requirements
Ensure no-show revenue is maximized through consistent and accurate billing
Maintain Highgate Hotel standard operating procedures regarding purchase orders, invoice vouchering and checkbook accounting
Ensure timely completion of wage progress, productivity and ten-day forecast reports
Maintain professional working relationships and promote open communication with managers, employees and other departments
Work closely with Accounting on follow-up items such as returned checks and rejected credit cards
Operate all aspects of the Front Office computer system including software maintenance, report generation and simple programming
Monitor proper use of the PBX console and ensure compliance with standard operating procedures
Ensure staff greet and welcome all guests according to Highgate Hotel standards
Implement all Highgate Hotel policies and house rules
Ensure service standards are signed off by all Guest Services staff
Assist in revenue and occupancy forecasting
Ensure timely logging and delivery of all messages, packages and mail
Maintain constant communication with Housekeeping, Reservations and Credit Manager
Coordinate ongoing implementation of Highgate Hotel philosophy of service
Ensure correct and accurate cash handling at the Front Desk
Follow and enforce all Highgate Hotel credit policies
Ensure employees are attentive, friendly, helpful and courteous to guests, managers and coworkers
Maintain and monitor Lost and Found procedures
Establish and maintain key control system
Participate in department monthly team meetings
Focus Guest Services Department on contributing to guest service and audit scores
Monitor all VIPs, special guests and requests
Maintain required pars of all front office and stationary supplies
Review daily Front Office work and activity reports generated by Night Audit
Review Front Office log book and Guest Request log daily