Front Office Manager - Staybridge Suites Wichita
Front Office Manager
Staybridge Suites Wichita – Wichita, Kansas
Position: Front Office Manager
Department: Front Office / Guest Services
Reports To: General Manager
Employment Type: Full-Time
Position Summary
Staybridge Suites Wichita is seeking a motivated, professional, and guest-focused Front Office Manager to lead our front desk operations and deliver an exceptional guest experience.
The Front Office Manager is responsible for overseeing daily front office operations, supervising and developing front desk associates, maintaining IHG brand standards, and ensuring smooth communication between departments.
As an extended-stay hotel, Staybridge Suites places special emphasis on building lasting relationships with guests, anticipating their needs, and creating a welcoming, home-like atmosphere throughout their stay.
The ideal candidate is a hands-on leader who demonstrates strong organizational skills, accountability, problem-solving abilities, and a genuine passion for hospitality.
Key Responsibilities
Front Office OperationsOversee daily front desk operations, including guest check-ins, check-outs, reservations, room assignments, and guest requests.
Ensure efficient and accurate handling of guest transactions, billing, payments, and account adjustments.
Monitor room availability, arrivals, departures, and special requests to ensure smooth daily operations.
Maintain accurate guest records and ensure proper use of the hotel's property management system.
Assist with front desk coverage as needed, including evenings, weekends, and holidays.
Ensure proper completion of shift checklists, daily reports, and front office procedures.
Maintain a clean, organized, and professional front desk and lobby environment.
Lead the front office team in delivering friendly, personalized, and consistent guest service.
Build positive relationships with extended-stay guests and recognize their individual preferences and needs.
Respond promptly and professionally to guest concerns, complaints, and service recovery situations.
Monitor guest satisfaction scores, online reviews, and IHG guest feedback.
Develop and implement strategies to improve guest satisfaction and overall service performance.
Recognize and acknowledge IHG One Rewards members in accordance with brand standards.
Promote a welcoming atmosphere that encourages guest loyalty and repeat business.
Supervise, train, coach, and motivate front desk associates.
Prepare and manage front desk schedules to maintain appropriate staffing levels while controlling labor costs.
Conduct ongoing training in guest service, brand standards, hotel procedures, and property management systems.
Hold team members accountable for attendance, performance, professionalism, and service standards.
Assist the General Manager with hiring, onboarding, performance evaluations, and disciplinary procedures.
Encourage teamwork, open communication, and a positive work environment.
Lead by example and maintain a professional, solutions-oriented attitude.
Support hotel revenue goals through effective room inventory management and upselling opportunities.
Ensure accurate guest billing, payment processing, cash handling, and credit card procedures.
Monitor outstanding guest balances and assist with resolving billing discrepancies.
Work with the General Manager to identify opportunities to improve occupancy, average daily rate, and guest retention.
Maintain proper financial controls and minimize errors, shortages, and unnecessary expenses.
Ensure front office operations consistently meet Staybridge Suites and IHG brand standards.
Maintain compliance with hotel policies, safety procedures, and applicable regulations.
Support brand inspections, quality assurance reviews, and internal audits.
Ensure front desk associates are knowledgeable about hotel amenities, services, local attractions, and emergency procedures.
Maintain guest confidentiality and protect sensitive guest and financial information.
Communicate effectively with Housekeeping regarding room status, early arrivals, late departures, and special requests.
Coordinate with Maintenance to ensure guest room issues are addressed promptly.
Work with Sales and Management to accommodate corporate accounts, group reservations, and extended-stay guests.
Participate in management meetings and contribute to hotel operational improvements.
Assist the General Manager with special projects and additional operational responsibilities as needed.
Qualifications
Required:
Previous hotel front desk experience, preferably in a supervisory or leadership role.
Strong customer service, communication, and problem-solving skills.
Ability to supervise and motivate a team in a fast-paced hospitality environment.
Excellent organizational skills and attention to detail.
Ability to handle guest complaints and challenging situations professionally.
Proficiency with computers, reservation systems, and standard office applications.
Flexible availability, including weekends and holidays as business needs require.
Preferred:
Previous experience as a Front Office Manager, Front Desk Supervisor, or Assistant General Manager.
Experience with IHG hotels, particularly Staybridge Suites or other extended-stay brands.
Familiarity with IHG property management systems and IHG One Rewards procedures.
Experience with scheduling, labor management, training, and guest satisfaction initiatives.
Physical Requirements
Ability to stand and walk for extended periods.
Ability to perform standard front desk and office duties.
Ability to lift and carry up to 25 pounds when necessary.
Ability to respond promptly to guest and operational needs throughout the property.
Expectations for Success
The successful Front Office Manager will demonstrate:
Consistently high guest satisfaction and positive guest feedback.
Strong front desk team performance, accountability, and retention.
Accurate billing, reporting, and daily front office procedures.
Compliance with IHG brand standards and hotel policies.
Effective communication and cooperation with all hotel departments.
A proactive approach to resolving problems and improving hotel operations.
Our Commitment
At Staybridge Suites Wichita, we strive to create a comfortable, welcoming environment where guests feel at home, whether staying for a few nights or several months.
Our Front Office Manager plays a vital role in delivering that experience by supporting our associates, building guest relationships, and maintaining the high standards of hospitality our guests expect.
Additional Duties: This job description is intended to describe the general responsibilities of the position and is not an exhaustive list. Duties may be modified based on operational needs.
Staybridge Suites Wichita is an Equal Opportunity Employer.