Front Office Manager (FOM) Fairfield Inn & Suites Hilliard
Job Overview
Employment Type
Full-time
Compensation
Hourly
Range $16.00 - $18.00
Work Schedule
Flexible
Benefits
Bonus based on performance
competitive salary
Employee Discounts
free uniforms
Paid Time Off
Training and Development
Job Description
R & K Investment Group Inc. proudly operates Fairfield Inn & Suites by Marriott, a distinguished brand within the hospitality industry known for its extensive network of over 950 locations worldwide. Fairfield Inn & Suites is recognized as a select service brand under the esteemed Marriott Hotels umbrella, offering guests an exceptional combination of comfort, convenience, and value. The brand is committed to ensuring travelers experience seamless and enjoyable stays, resulting from a dedicated focus on delivering excellent service and maintaining high standards across all properties. The global presence of Fairfield Inn & Suites reflects its dedication to consistent quality and guest satisfaction, making it a premier choice for travelers across various destinations.
As part of the Wyndham Group, R & K Investment Group Inc. has a mission to provide unparalleled hospitality experiences while fostering a dynamic work environment. Employees are valued for their contribution to the company’s success in upholding these brand values. This commitment extends to the company’s efforts in staff development, ensuring that team members receive the necessary training, support, and opportunities for growth within the hospitality sector.
The Front Office Manager (FOM) position at Fairfield Inn & Suites is a pivotal leadership role within the hotel’s operations. The FOM acts as a critical support figure to the General Manager (GM) and Assistant General Manager (AGM), serving as an ambassador for both the brand and the individual hotel property. The role centers on ensuring an optimal balance between guest satisfaction and operational profitability, which is achieved through strategic planning and effective management of the front office department.
Specifically, the FOM leads the front office team by fostering a service-oriented culture that upholds the Marriott brand standards. This includes supervising daily operations, managing staff scheduling, and addressing any customer service issues that arise. The manager is entrusted with maintaining positive guest relations through responsive and professional service, anticipating guest needs, and resolving complaints efficiently.
In addition to guest relations, the FOM is responsible for comprehensive knowledge of hotel services, room rates, promotions, daily occupancy, and group activities to ensure smooth and accurate front desk operations. Financial duties such as managing assigned cash banks, verifying registration information, processing check-ins and check-outs, and reconciling daily accounts are also integral to the role. The manager must handle complex situations including overbookings and walk-in guests tactfully and efficiently.
This position requires a strong background in sales and customer service, with specific experience in Marriott hotel operations. The candidate should be adept at handling escalated customer issues and possess a thorough understanding of the balance between operational goals and guest experience standards. The job emphasizes teamwork, communication across departments, and adherence to safety and security protocols.
The role offers competitive compensation including bonuses based on performance, and benefits such as employee discounts, free uniforms, paid time off, and opportunities for training and development. This comprehensive benefits package reflects the company’s commitment to employee satisfaction and career growth. The employment type and salary details can be discussed during the hiring process, with potential for advancement within the R & K Investment Group Inc. structure and beyond.
Joining Fairfield Inn & Suites as a Front Office Manager means becoming part of a globally recognized hospitality brand committed to excellence in guest service and operational integrity. The position is ideal for individuals passionate about hospitality management and eager to contribute to a welcoming and profitable hotel environment.
As part of the Wyndham Group, R & K Investment Group Inc. has a mission to provide unparalleled hospitality experiences while fostering a dynamic work environment. Employees are valued for their contribution to the company’s success in upholding these brand values. This commitment extends to the company’s efforts in staff development, ensuring that team members receive the necessary training, support, and opportunities for growth within the hospitality sector.
The Front Office Manager (FOM) position at Fairfield Inn & Suites is a pivotal leadership role within the hotel’s operations. The FOM acts as a critical support figure to the General Manager (GM) and Assistant General Manager (AGM), serving as an ambassador for both the brand and the individual hotel property. The role centers on ensuring an optimal balance between guest satisfaction and operational profitability, which is achieved through strategic planning and effective management of the front office department.
Specifically, the FOM leads the front office team by fostering a service-oriented culture that upholds the Marriott brand standards. This includes supervising daily operations, managing staff scheduling, and addressing any customer service issues that arise. The manager is entrusted with maintaining positive guest relations through responsive and professional service, anticipating guest needs, and resolving complaints efficiently.
In addition to guest relations, the FOM is responsible for comprehensive knowledge of hotel services, room rates, promotions, daily occupancy, and group activities to ensure smooth and accurate front desk operations. Financial duties such as managing assigned cash banks, verifying registration information, processing check-ins and check-outs, and reconciling daily accounts are also integral to the role. The manager must handle complex situations including overbookings and walk-in guests tactfully and efficiently.
This position requires a strong background in sales and customer service, with specific experience in Marriott hotel operations. The candidate should be adept at handling escalated customer issues and possess a thorough understanding of the balance between operational goals and guest experience standards. The job emphasizes teamwork, communication across departments, and adherence to safety and security protocols.
The role offers competitive compensation including bonuses based on performance, and benefits such as employee discounts, free uniforms, paid time off, and opportunities for training and development. This comprehensive benefits package reflects the company’s commitment to employee satisfaction and career growth. The employment type and salary details can be discussed during the hiring process, with potential for advancement within the R & K Investment Group Inc. structure and beyond.
Joining Fairfield Inn & Suites as a Front Office Manager means becoming part of a globally recognized hospitality brand committed to excellence in guest service and operational integrity. The position is ideal for individuals passionate about hospitality management and eager to contribute to a welcoming and profitable hotel environment.
Job Requirements
- Bachelor's degree in business management hospitality or related field or equivalent years of work experience
- two years of Marriott hotel management experience
- previous experience as a hotel front office manager preferred
- ability to communicate effectively with guests and staff
- strong problem-solving skills
- ability to manage multiple tasks in a fast-paced environment
- availability to work flexible hours including weekends and holidays
Job Qualifications
- Bachelor's degree in business management hospitality or related field or equivalent years of work experience preferred
- two years of Marriott hotel management experience required
- previous experience as a hotel front office manager preferred
- strong sales and customer service experience
- excellent interpersonal and communication skills
- ability to handle escalated customer issues professionally
- knowledge of Marriott brand standards
- proficiency in front office software and hotel management systems
Job Duties
- Resolve guest complaints ensuring guest satisfaction
- anticipate guests needs respond promptly and acknowledge all guests
- maintain positive guest relations at all times
- maintain complete knowledge of all hotel features services and hours of operation as well as room rates special packages promotions daily house count and scheduled group activities
- obtain assigned bank and ensure accuracy of contracted monies
- keep bank secure at all times
- answer department telephone within 3 rings using correct greeting and telephone etiquette
- process all guest check-ins and check-out processes
- verify registration card information with the guest
- obtain back-up information for guest credit payment method input into system and collect cash when designated
- handle overbooked or walked in guests
- communicate pertinent guest information to designated departments or personnel
- resolve discrepancies on the room status report with housekeeping
- match bucket check to in-house guest ledger report report discrepancies to manager
- process adjustment vouchers paid-outs correction vouchers miscellaneous charges
- contribute to the successful development of hotel staff
- complete all required brand training in a timely manner
- review all departmental schedules for accuracy and staffing demands
- responsible for resolving escalated customer relations issues
- answer inquiries pertaining to hotel policies and services
- appropriately address guest requests to ensure customer satisfaction
- ensure systems and procedures are in place and followed for guest safety and security
- fill in vacant shifts as needed and handle call offs
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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