publicado febrero 12, 2026

Front Office Manager Responsibilities

• Lead, Motivate, and manage the Front Office department, including Front Desk, Night Audit, PBX, Concierge, and Bell Services.
•  Oversee daily front office operations to ensure efficiency, quality service, and guest satisfaction.
• Supervise front office staff and ensure smooth check-in and check-out processes.
• Serve as the primary point of contact for guest interaction, satisfaction, and issue resolution.
• Perform all duties of Front Desk Agent, Night Auditor, Concierge, Bell, and PBX Operator when necessary.
• Participate in the Weekend Manager on Duty program.

Maintaining Property Standards

• Maintain the highest levels of guest satisfaction in accordance with AAA 4- Diamond Standards.
• Ensure hotel amenities are available, functional, and delivered to guests as expected.
• Inspect hotel lobby, restrooms, meeting rooms, and public areas regularly; report and follow up on deficiencies
• Ensure all parking lot and front drive operations meet company standards
• Work with Rooms Division leadership, housekeeping, and engineering to ensure rooms and facilities meet quality standards
• Ensure the hotel is properly utilizing all property systems and software (e.g., Marsha, GXP, Kipsu, etc)
• Participate in safety meetings and ensure compliance with all safety and security policies.

Managing Profitability

• Review and analyze daily occupancy statistics, room inventory, and rate plans.
• Monitor and manage front office payroll daily to control labor costs.
• Ensure staffing levels align with operational needs, events, and occupancy to maximize efficiency
• Assist guests with credit card disputes and chargebacks.
• Complete detailed month-to-month inventory for Guest Services.
• Ensure employee incentives are submitted accurately and on time.
• Respond to and resolve guest issues and emergencies while adhering to the hotel's budgetary constraints.

Managing and Conducting Departmental Activities 

• Hire, coach, counsel, discipline, and terminate guest services team members in compliance with company policy.
• Create, review, and manage weekly front office schedules in collaboration with Rooms Division leadership.
• Cross-train staff in all areas of the front office to ensure operational flexibility.
• Conduct interviews and ensure compliance with all policies and procedures.
• Monitor PBX operations and guest request logs (GXP) to ensure timely resolution of guest requests and issues.
• Ensure team members take required breaks to avoid labor and compliance penalties.
• Provide training on guest service standards, safety, and security procedures.

Major Areas of responsibility Include but are Not limited to

• Monitoring trace requests and VIP arrivals to ensure expectation are met or exceeded.
• Following up with guests staying four or more nights to enhance the guest experience.
• Responding to guest inquiries, complaints, and feedback according to company policies.
• Monitoring and responding to TripAdvisor, Guest voice, and other social media reviews as needed.
• Coordinating with Sales and Rooms Division teams on VIPs, Groups, and Familiarization (FAM)stays.
• Ensuring all guest service-related actives align with brand and service standards.

Qualifications and Requirements

• Proven leadership ability with experience managing front office or guest services teams.
• Strong working knowledge of hotel operations and performance metrics.
• Proficiency in Opera PMS and similar hotel management systems preferred.
• Ability to evaluate guest service processes and implement strategies for continuous improvement.
• Strong problem- solving skills and the ability to handle high pressure or emergency situations effectively
• Experience with AAA 4- Diamond Standards

Education and physical requirements

• Ability to work days, evenings, overnight shifts, weekends, and holiday based on business needs.
• Must be able to stand, walk, and move throughout the property for extended periods.
• Ability to perform administrative, operational, and guest-facing duties as required.

Communication Requirements 

• Excellent verbal and written communication skills.
• Ability to interact professionally and courteously with guests, employees, and management.
• Must be knowledgeable about the Orange County areas to assist guests with local inquiries.
• Capable of clearly communicating policies, procedures, and expectation to staff.

Licenses/Certifications

• Must possess a valid driver’s license

*The company’s employment policy is “at-will”.  Under the “at-will” policy, neither you nor the company is committed to continuing the employment relationship for any specific term.  (Refer to employee handbook for details).