Front Office Manager


Position: Front Office Manager

Reports to: General Manager


  • High School diploma or higher-level education.
  • 3 years Hotel front office experience with a minimum of 1 year at the supervisory level.
  • Must work the evening shift.

General Responsibilities

  • Directly supervise all front office personnel and ensure proper completion of all front office duties.
  • Direct and coordinate the activities of the front desk, reservations, guest services, and telephone areas.
  • Ensure the proper appearance of the lobby and all public areas, including the complimentary breakfast area.
  • Act as the Manager on Duty (MOD) when scheduled as such by the General Manager.

Primary Functions:

  • Revenue:
    • Financial: Aggressively pursue the hotel’s revenue goals and effectively utilize yield management and revenue maximization tools.
    • Constantly seek new ways to increase room revenue and occupancy.
  • Rates:
    • Aggressively and effectively manage and continuously update rates on the web and all other distribution channels.
  • Sales & Marketing:
    • Work closely with the sales team and capitalize on all revenue opportunities.
  • Profit:
    • Effectively control and manage all front office and breakfast area operational expenses including labor, overtime, supplies, etc., and seek and implement cost-saving strategies.
  • Quality:
    • Guest Service: Ensure that the hotel meets/exceeds Evergreen Hospitality Development Group and Brand standards for guest satisfaction.
  • Leadership:
    • Lead, Motivate, coach and train Front office team members, set goals and hold team members accountable, and provide feedback, rewards, and recognition.
  • Work Ethic:
    • Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive professional work environment, and adhere to Standard Operating Procedures.

Specific Responsibilities:

  • Send a daily end of the day activity and accomplishment email to the General Manager and a copy to the COO.
  • Complete Brand Certification if required by Franchisor.
  • Be proficient in the use of the property management system, and train front desk personnel on the system.
  • Have a good understanding of all hotel operating procedures.
  • Enforce all existing and new policies and procedures with the front office and breakfast area staff.
  • Maintain proper staffing in all front office areas and the breakfast area.
  • Prepare and post the front office and breakfast area staff work schedules in a timely fashion.
  • Conduct regular performance reviews of the front office and breakfast area staff.
  • Constantly monitor front office communications logs.
  • Monitor the appearance of all front desk and breakfast area staff, to ensure they are following company uniform policy.
  • Conduct weekly departmental meetings, and individual meetings as needed.
  • Supervise delegated responsibilities and follows up.
  • Be proficient in the use of all front office equipment such as credit card machine, copier, adding machine, and fax.
  • Exhibit good leadership skills.
  • Maintain all equipment, conduct an inventory on the last day of each accounting period, and maintain office and breakfast area supplies at par.
  • Inform the General Manager of any unique situations or unusual developments in front office operations.
  • Handle guest complaints effectively.
  • Be willing and able to work any shift, including audit and fill in when other employees are not able to work their scheduled shift
  • Complete weekly schedules for front office and breakfast area staff as per standard operating procedures.
  • Understand the Chart of Accounts to code the invoices for the Front Office and the breakfast area.
  • Process reservations by mail, telephone, fax and central reservation systems referrals.
  • Process reservations received from a sales office and other hotel departments.
  • Have complete knowledge of room types and offered rate plans. 
    • Open and closeout discount rates on reservation systems when applicable.
    • Handle Credit Card chargebacks and make the proper decision on refunds.
    • Fully understand the hotel’s franchise policy on guaranteed reservations and no-shows.
    • Process cancellations and modifications to reservations.
    • Promote goodwill by being courteous, friendly, and helpful to guests, managers, and all other associates.

Optimum Attributes:

  • Effective Communication skills
  • Pleasing personality
  • Good team player
  • Good listener
  • Well-groomed and professional appearance.
  • Open with praise, discrete with criticism.

Performance standards:

  • Performance shall be measured by budgeted REVPAR, MSI Index, Guest Service Index (GSI) and the Associate Standard Index (ASI).
  • For the __________________ hotel, the budgets are as follows:
    • REVPAR         ____________________
    • MSI INDEX    ____________________
    • GSI                 ____________________
    • ASI                 ____________________


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