Front Office Manager

Job Description

Job Description

OVERVIEW OF ROLE:

The Front Office Manager is responsible for managing and directing the day-to-day operations of the Front Office. Must be available to work weekends and holidays.

Position Summary

As a member of the Front Office Leadership Team, the Front Desk Manager oversees and leads daily Front Office operations, ensuring smooth shift-to-shift performance and consistent delivery of exceptional guest service. This role serves as the Manager on Duty (MOD) for the Front Office and the resort, acting as a primary point of leadership support for guests and associates. The Front Desk Manager upholds operational standards, resolves concerns quickly, maintains communication across departments, and contributes to a positive and engaged work environment. This position plays a key role in representing resort management and ensuring that the mission and service culture of the property are executed consistently.

Compensation:

$50,000

Responsibilities:

Guest Service & MOD Responsibilities

• Maintain a strong, visible presence at the Front Desk, ensuring accessibility to guests and associates.
• Serve as Manager on Duty (MOD), handling guest, and employee concerns promptly and professionally.
• Lead service recovery efforts using approved tools and guidelines, documenting all actions accurately.
• Monitor VIPs, special requests, and guest preferences to ensure personalized service and successful stays.

Operational Leadership

• Ensure each shift is properly prepared, including reservation accuracy, room status review, and communication with Housekeeping, Engineering, and other departments.
• Supervise Front Office associates and ensure all tasks are completed accurately and on time.
• Conduct shift briefings/huddles to communicate priorities, updates, and expectations.
• Review and complete all daily reports, logs, discrepancy checks, and shift documentation before the end of each shift.
• Monitor daily inventory to ensure all room types are available and not oversold; verify credit limits and take appropriate action on accounts; follow up on open folios and ensure they are closed in a timely and accurate manner; and consistently follow up on guest complaints and requests until full resolution.
• Audit Front Desk work regularly, including rate overrides, no-shows, adjustments, refunds, discounts, and folio accuracy.
• Ensure correct and accurate cash handling at all times.
• Oversee proper use of OPERA, Canary, and HotSOS/Hotsauce systems, ensuring all tasks, requests, and communications are completed accurately and in a timely manner. Maintain excellent communication through these systems and verify that all associates are consistently following proper protocols.
• Ensure accuracy in all Sonifi charges, gift card transactions, and Best Western Rewards redemptions, including auditing, reconciliation, and immediate reporting of discrepancies.
• Support the Front Office team during periods of heavy occupancy, typically Friday and Saturday nights, as well as Sunday mornings, ensuring smooth operations and timely guest service.

Internal Controls & Standards

• Ensure all Front Office SOPs are followed consistently and assist in creating/updating SOPs as needed.
• Monitor queue times and adjust staffing or task allocation to maintain efficient operations.
• Oversee security and confidentiality of guest and payment information, enforcing PCI and data-security protocols.
• Respond to emergency situations and ensure associates are trained in safety and emergency procedures.

Team Leadership & Development

• Provide real-time coaching, counseling, guidance, and feedback to the Front Office team.
• Support recruiting, onboarding, and training of new associates in coordination with the Director of Rooms.
• Participate in 30/60/90-day check-ins and ongoing skills development for all team members.
• Address performance issues promptly and escalate concerns as needed.
• Help foster a positive and supportive work culture based on communication, teamwork, and accountability.

Communication & Collaboration

• Maintain open lines of communication with Housekeeping, Engineering, Sales, and Food & Beverage to ensure smooth operations.
• Ensure timely follow-up on all interdepartmental needs, requests, and service issues.
• Provide the Director of Front Office with detailed shift reports, incidents, operational feedback, and recommended action items.

Administrative & Operational Support

• Maintain pars for supplies and ensure ordering is done responsibly to manage costs
• Review online guest reviews in coordination with the leadership team and identify service trends or improvement opportunities.
• Assist in minimizing overtime and managing labor costs effectively.

Qualifications:

What You Bring

• Minimum two (2) years of full-service hotel experience in Rooms Division; at least one (1) year in a supervisory role strongly preferred.
• Strong knowledge of hotel systems; OPERA PMS experience preferred.
• Ability to work 1st and 2nd shifts, including weekends and holidays.
• Excellent verbal and written communication skills.
• Strong problem-solving skills, calm under pressure, and confident in decision-making.
• Ability to multitask in a fast-paced environment with high guest interaction.
• High level of integrity in handling financial transactions and confidential information.
• Intermediate proficiency with Microsoft Office Suite and strong general technology skills.
• CHS (Certified Hospitality Supervisor) designation preferred but not required.
• Strong sense of ownership and genuine commitment to exceptional guest service.

About Company

The Eden Resort & Suites offers a collection of unique and upscale guest rooms and suites, unsurpassed on-site recreational facilities, and an exceptional staff ready to meet guests' needs. With a 50+ year foundation as a premier destination in Lancaster, the Eden Resort is expanding its service offerings and looking for individuals to join our team.

At the Eden Resort, our core values are at the heart of all that we do and are key to our enduring success. Eden Resort team members are deeply committed to caring for every individual who crosses their path, be it a guest or fellow team member. Our dedication to caring for others is expressed by team members'generosity with their time and efforts, the pursuit of excellence in their craft, with a spirit of ownership.

BENEFITS:

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance
• Employee assistance program