Job Overview
Work Schedule
Flexible
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Professional Development
Paid holidays
Job Description
This position is offered by a leading hospitality company specializing in delivering exceptional guest experiences at a well-established hotel. The company is renowned for its commitment to customer service excellence, creating welcoming environments, and maintaining high standards in the hospitality industry. With a focus on innovation and personalized service, the hotel caters to a diverse clientele ranging from business travelers to vacationing families, ensuring an outstanding stay for every guest.
The role being described is that of a Front Office Manager, a vital position responsible for overseeing the day-to-day operations of the hotel's front desk and guest services team. This manager is instrumental in creating a first and lasting impression by managing the guest check-in and check-out process efficiently while ensuring all guest needs are anticipated and promptly addressed. Beyond guest relations, the role requires managing staffing levels effectively by interviewing, hiring, training, scheduling, and supervising front office associates, including front desk agents, supervisors, bell staff, concierge, and PBX operators.
The position demands a high level of professionalism, strong interpersonal skills, and the ability to resolve guest complaints with creativity and care to maintain high satisfaction levels. The manager must be proficient in operating the MICROS system and handling various daily transactions with accuracy. Additionally, this role requires adapting schedules to meet the property’s business needs, working within an office environment, and managing physical tasks that include prolonged sitting, fine motor skills usage, and occasional lifting.
This full-time role is designed for an individual who thrives in a fast-paced, dynamic hospitality environment and values teamwork and guest experience. The ideal candidate is committed to upholding the company's standards of excellence while leading their team to deliver memorable guest experiences. This role is critical in maintaining the smooth operation and reputation of the front office department within the hotel, contributing directly to the overall success of the property.
The role being described is that of a Front Office Manager, a vital position responsible for overseeing the day-to-day operations of the hotel's front desk and guest services team. This manager is instrumental in creating a first and lasting impression by managing the guest check-in and check-out process efficiently while ensuring all guest needs are anticipated and promptly addressed. Beyond guest relations, the role requires managing staffing levels effectively by interviewing, hiring, training, scheduling, and supervising front office associates, including front desk agents, supervisors, bell staff, concierge, and PBX operators.
The position demands a high level of professionalism, strong interpersonal skills, and the ability to resolve guest complaints with creativity and care to maintain high satisfaction levels. The manager must be proficient in operating the MICROS system and handling various daily transactions with accuracy. Additionally, this role requires adapting schedules to meet the property’s business needs, working within an office environment, and managing physical tasks that include prolonged sitting, fine motor skills usage, and occasional lifting.
This full-time role is designed for an individual who thrives in a fast-paced, dynamic hospitality environment and values teamwork and guest experience. The ideal candidate is committed to upholding the company's standards of excellence while leading their team to deliver memorable guest experiences. This role is critical in maintaining the smooth operation and reputation of the front office department within the hotel, contributing directly to the overall success of the property.
Job Requirements
- High school diploma or equivalent
- Experience in hotel front office operations or customer service
- Ability to work varying schedules according to business needs
- Ability to focus and maintain attention to tasks despite frequent interruptions
- Capability to work in a standard office environment
- Ability to sit for prolonged periods (6-8 hours a day)
- Ability to stand and walk occasionally throughout the workday
- Proficient fine motor skills for keyboarding, typing, using a mouse or trackpad, writing, and operating office equipment
- Effective verbal and written communication skills
- Ability to occasionally stand, walk, bend, reach, or carry items
- Ability to lift and/or move 10-25 pounds as needed
- Visual ability to read computer screens and printed materials including color differentiation
- Ability to hear and participate in conversations, use phone or headset
- Willingness to accept reasonable accommodations to perform essential functions
Job Qualifications
- High work ethic
- Self-initiative
- Independent judgment
- Excellent communication skills, both verbal and written
- Experience in hospitality or customer service management
- Proficiency in front office management systems such as MICROS
- Strong problem-solving skills
- Ability to work effectively within a team
Job Duties
- Anticipate guest needs, respond promptly and acknowledge all guests, maintaining positive guest relations at all times
- Greet and communicate cordially with guests, promptly and professionally checking them in and out of the hotel
- Ensure proper staffing levels of front office associates, including interviewing, hiring, supervising, training and scheduling front desk agents, front office supervisors, guest service aides/bell staff, concierge staff and PBX operators
- Resolve guest complaints, ensuring guest satisfaction in each interaction
- Manage guest resolution process to include investigation of situation and creative problem solving to ensure guest is satisfied with outcome
- Accurately manage and operate the MICROS system at the front office, including all daily transactions and those which are not performed often
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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