Guest Services Manager

City, State:

Title: Front Office Manager

Location: Denver, CO

FLSA: Non-Exempt

Status: Full-Time

Reports to: Assistant General Manager

Supervises: Front Office Department

Pay Range: $60,000 annually + incentives

Job Summary: The Front Office Manager is responsible for overseeing the day-to-day and long-term operations of guest reception, reservations, and telephone services while ensuring high standards of guest satisfaction and operational efficiency. This role works closely with the General Manager to maintain revenue, expense, and quality targets, ensuring a smooth and efficient operation that exceeds guest and ownership expectations.

Essential Functions and Duties:

• Ensure guests are greeted, checked in, and allocated rooms promptly and courteously.

• Oversee strict adherence to check-in procedures, ensuring accurate guest details and billing information are obtained.

• Address guest issues or complaints promptly to ensure guest satisfaction.

• Ensure rooms are serviced and maintained to the company’s established standards.

• Maximize room occupancy within the agreed overbooking policy.

• Facilitate effective communication between reservations, front office staff, and other departments, including housekeeping.

• Ensure that all guest charges are accurately posted and kept up to date.

• Strictly enforce credit control procedures and ensure accounts are balanced daily.

• Oversee efficient and speedy check-out procedures.

• Ensure that luggage is promptly delivered to and collected from guest rooms.

• Maintain the cleanliness and order of all front-of-house areas, including the entrance and lobby.

• Conduct regular performance appraisals for front office staff, providing training and development as needed.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.

Required Experience, Education, and Skills:

• 3+ years of front office management experience in a hotel environment, with a strong focus on guest service and operations.

• Proven leadership and supervisory skills, with the ability to manage and develop a team.

• Strong organizational and multitasking abilities to handle daily front office operations and guest interactions.

• Proficiency in property management systems and financial reporting.

• Excellent communication skills, both verbal and written, to interact effectively with guests, staff, and management.

• Ability to analyze financial data, including budgets, forecasts, and revenue reports.

• Ability to resolve guest complaints and service issues in a professional and timely manner.

• Knowledge of hotel check-in/check-out procedures, billing, and room inventory management.

Work Environment:

• Primarily an indoor role, working in the front office, lobby, and guest areas of the hotel.

• Must be able to stand and walk for extended periods while overseeing front office operations and assisting guests.

• Must be able to lift and carry objects up to 20 lbs occasionally.

• Flexible schedule, including availability for evenings, weekends, and holidays, to accommodate guest needs and operational requirements.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Equal Employment Opportunity: Stonebridge is committed to equal employment opportunities. We do not discriminate based on race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, sexual orientation, veteran status, physical or mental disability, or medical condition. All aspects of employment, including recruitment, hiring, advancement, compensation, benefits, training, promotion, transfer, discipline, layoff, recall, and termination, will be conducted without discrimination. Reasonable accommodations will be made for disabled team members.

Resumes and applications for employment will be evaluated based on qualifications and the ability to meet the position's requirements.

All Stonebridge openings are projected to close within 30 days of the original posting date. This position will no longer be available 30 days from:

Stonebridge offers comprehensive benefits including medical, dental, vision, PTO, 401(k) matching, wellness support, life and disability coverage, savings accounts, tuition aid, and travel and lodging perks.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.