Front Office Manager

Front Office Manager

Position Overview

We are seeking a highly energetic, service-driven Front Office Manager to lead the daily operations of our Front Desk and Night Audit teams. This individual will serve as a key ambassador of the guest experience, ensuring seamless arrivals, departures, and on-property communication while integrating spa and retail touchpoints into the overall guest journey.

The ideal candidate is passionate about luxury hospitality, thrives in a fast-paced environment, and brings a proactive, solutions-oriented leadership style that elevates both team performance and guest satisfaction.

Key Responsibilities

Front Office Operation

Oversee all Front Desk and Night Audit operations to ensure a seamless and elevated guest experience from arrival through departure

Maintain Forbes Five-Star (or equivalent luxury) service standards in all guest interaction

Act as the primary escalation point for guest concerns, ensuring prompt and effective service recovery

Drive consistency in check-in/check-out procedures, room readiness, and guest communication

Guest Experience & Service Culture

Champion a culture of anticipatory service, attention to detail, and personalized guest engagement

Lead daily briefings/stand-ups to align the team on arrivals, VIPs, and operational priorities

Collaborate cross-functionally (Housekeeping, F&B, Activities, Spa) to ensure a seamless guest journey

Monitor guest feedback (internal reports, online reviews) and implement continuous improvement strategies

Leadership & Team Development

Recruit, train, coach, and develop Front Desk and Night Audit team members

Foster a high-energy, positive, and accountability-driven team culture

Conduct regular performance check-ins, coaching sessions, and evaluations

Ensure all team members are trained in SOPs, service standards, and systems

Financial & Administrative Oversight

Manage labor scheduling to align with occupancy and budget expectations

Monitor departmental expenses and contribute to forecasting and budgeting processes

Ensure accuracy of nightly audit processes, reporting, and financial reconciliations

Drive revenue through upselling strategies and operational efficiency

Compliance & Systems

Ensure adherence to all company policies, safety protocols, and brand standards

Maintain accuracy in PMS, POS, and guest profile systems

Oversee Night Audit procedures, ensuring timely and accurate reporting

Qualifications

Minimum 3–5 years of Front Office leadership experience in luxury hospitality

Strong knowledge of PMS systems and Night Audit procedures

Demonstrated leadership skills with a focus on team development and culture building

Exceptional communication, problem-solving, and organizational skills

Ability to thrive in a fast-paced, guest-focused environment

Core Competencies

Guest-Centric Mindset: Passion for delivering exceptional, personalized experiences

Energy & Presence: Highly engaging, visible leader who motivates and inspires teams

Attention to Detail: Maintains high standards across all operational touchpoints

Collaboration: Works effectively across departments to drive results

Accountability: Takes ownership of both successes and opportunities

Why This Role Matters

This role is instrumental in shaping the first and last impression of the guest experience. The Front Office Manager sets the tone for service excellence, drives revenue through spa and retail integration, and ensures operational precision across all front-of-house touchpoints