FRONT OFFICE MANAGER.

Responsible for all front office functions and staff. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk and Retail/Gift Shop, as applicable. As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.

• Lead and motivate Front Office teams to deliver outstanding guest service.
• Manage daily operations and ensure adequate staffing levels.
• Foster a positive work environment built on trust, teamwork, and accountability.
• Communicate expectations, provide coaching, and recognize employee achievements.
• Address guest concerns, complaints, and service recovery situations promptly and professionally.
• Monitor guest feedback and implement improvements to enhance satisfaction and loyalty.
• Empower employees to deliver personalized and memorable guest experiences.
• Oversee check-in/check-out procedures and overall Front Office operations.
• Ensure compliance with company policies, service standards, and operating procedures.
• Monitor departmental performance, productivity, and service quality.
• Identify operational challenges and implement effective solutions.
• Achieve departmental goals related to guest satisfaction, service standards, and financial performance.
• Manage labor costs and controllable expenses within budget.
• Recruit, train, coach, and develop Front Office team members.
• Conduct performance evaluations and support career development.
• Manage employee relations, performance issues, and disciplinary processes fairly and consistently.
• Promote employee engagement and maintain an open-door communication culture.