Front Office Manager

Nashville, TN, USA|Onsite

Job Overview

Employment Type

Full-time

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Professional Development

Travel opportunities

Job Description

Dream Hotel Group is a renowned luxury hospitality company known for delivering exceptional experiences across its portfolio of lifestyle hotels. With a commitment to excellence and innovation in the hospitality industry, Dream Hotel Group prides itself on maintaining high standards in guest services, operations, and employee engagement. The company operates properties worldwide, providing guests with unique and memorable stays through curated amenities and attentive service. This role is within a luxury hotel operated under the Dream Hotel Group umbrella, a leader in lifestyle hotels that cater to sophisticated travelers seeking premium accommodations and personalized guest experiences.

The Front Office Manager position is a pivotal leadership role responsible for overseeing all front office functions of the hotel property. This includes managing the front desk, bell services, valet, PBX, reservations, concierge, and guest services departments. The role demands a strategic and hands-on approach to ensure optimal staffing, training, and enforcement of hotel policies to uphold the highest levels of guest satisfaction and operational efficiency. As the face of the hotel, the Front Office Manager plays a crucial part in setting service standards and driving the team to exceed guest expectations consistently.

The manager will be accountable for day-to-day operations of the front office, including stepping in as manager on duty (MOD) when necessary. A core responsibility involves ensuring prompt responses to guest requests and complaints, monitoring goals for guest responsiveness through property work order systems such as Alice or similar platforms. Handling VIP guest programs and overseeing amenity offerings further exemplify the role’s focus on personalized guest engagement.

Operational compliance is critical in this position, requiring regular updates and audits of front office standard operating procedures (SOPs) to maintain brand standards. The Front Office Manager will also diligently monitor guest satisfaction scores, such as TripAdvisor reviews and surveys, driving corrective actions and continuous improvements based on feedback analysis. Collaboration with other department heads and the corporate office on budgeting, forecasting, and financial reporting is essential to align front office goals with the hotel’s overall financial strategy.

Leading and developing the front office team is a major aspect of the role. Responsibilities include recruiting, training, scheduling, conducting performance reviews, administering disciplinary actions, and fostering a positive work culture that encourages staff engagement and excellence. The manager must ensure all staff have the proper resources, equipment, and uniforms to perform their duties efficiently.

The position also involves financial management, including budget preparation and monitoring capital expenses such as operating supplies and equipment (OS&E). Adhering to financial policies like credit handling, deposit management, and third-party billing forms part of daily operational control. Moreover, the Front Office Manager represents the Dream Hotel Group at various external events and property meetings, staying informed about market and industry trends to maintain competitive advantage.

This role requires a professional with excellent communication skills, business acumen, and the ability to lead in a high-pressure environment while maintaining guest and employee satisfaction. The successful candidate will demonstrate proficiency in hospitality software, health and safety protocols, and the flexibility to meet business demands, including travel to other properties and corporate offices as required. This comprehensive position offers an opportunity to impact guest experiences, team performance, and financial success directly within a prestigious luxury hotel setting.

Job Requirements

High school diploma or GED
Minimum 3-years experience in Front Office in a luxury hotel in senior management
Or 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration or related major
Minimum 2-years experience in Front Office senior management
Experience in lifestyle luxury hotel environment preferred
Fluent business English communication
Additional languages a plus
Strong business acumen
Excellent interpersonal skills
Leadership experience in high-pressure environment
Ability to develop operational controls
Problem solving skills
Strong presentation skills
Flexible schedule
Proficiency in hospitality software
Knowledge of health and safety guidelines

Job Qualifications

High school diploma or GED
Minimum 3-years experience in Front Office in a luxury hotel in a senior management position, or 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major with minimum 2-years experience in Front Office senior management
Experience working in a lifestyle luxury hotel environment strongly preferred
Must communicate fluently to the level of business English in all forms of communication
Additional languages proficiency is a plus
Business acumen and forward-thinking approach to analyzing business opportunities, cost management, planning, budgeting, forecasting, and profit and loss analytics
Excellent interpersonal skills with ability to establish and maintain positive relationships with ownership, corporate office, leadership team, employees, clients, vendors, and external community
Demonstrated ability leading team members in a high volume, pressurized environment with ability to prioritize workloads and meet deadlines
Ability to develop and maintain effective operating and control processes
Ability to handle dynamic workplace challenges and effectively solve problems, complaints, and concerns
Ability to confidently present financials, strategies, and presentations in oral and written form
Ability to work flexible schedules and be present as required by business demand
Proficient in Microsoft Suite, Opera PMS Cloud, and commonly used hospitality systems such as Alice, Nuvola, HotSOS, CRS, purchasing and inventory platforms
Knowledgeable in health and safety guidelines, including COVID-19

Job Duties

Manages day to day operation of the Front Office, including covering MOD shifts as necessary
Ensure all guest requests and complaints are responded to in a timely manner
Oversee guest complaint resolution and Incident Log reporting
Oversee VIP and amenity program
Ensures compliance with all Front Office policies, standards and procedures
Target guest engagement and delight
monitors guest satisfaction scores and reviews/surveys, ensure timely responses, and takes corrective actions as needed
Participate in the development and implementation of corrective action plans to improve guest satisfaction
Develop, update, and maintain all Front Office SOPs and policies, and conduct regular audits to ensure compliance with brand standards
Attend the weekly Owner’s meeting and manager meetings
Interview, recruit, train, develop, and lead the Front Office Team
Responsible for scheduling of employees to business demands, including third party and contract employees
Reviews staffing levels to forecast to ensure the guest service, operational needs, and financial objectives are met
Ensure all employees have proper supplies, equipment, and uniforms
Participate in departmental meetings and continually communicate a clear and consistent message regarding the departmental goals
Conduct regular, formal 1 to 1 performance reviews with the Front Office team
Ensure employees understand expectations and parameters
administer property policies fairly and consistently
disciplinary procedures and documentation are completed according to policy
Observe service behaviors of employees and provide individual feedback, including recognition
Solicit employee feedback, utilize an open door policy, and review employee satisfaction results to address problems
Participate in employee progressive discipline procedures and actions on non-performance according to HR guidelines
Provide guidance and direction to ensure overall departmental success versus predetermined KPIs
Collaborate with the Director of Operations, Director of Finance, other department heads and Corporate Office on reporting such as forecasts, monthly P&L and ownership reports
Prepare the annual Front Office department budget, plan department goals, and direct team members to achieve budgeted goals
Manage budgetary and capital expenses including OS&E inventory
Ensure department adherence to financial policies including credit and cash handling procedures
Represent Dream Hotel Group and the Hotel in a professional manner at all times
Participate on committees and special projects
Stay up to date on competitor offerings, market and industry trends
Travel as necessary to different properties, venues, trade shows, Corporate Office, and other hotels
Perform all reasonable requests assigned by management
Attend and participate in all scheduled meetings and training sessions