Front Office Manager

• Lead, influence, and motivate the Front Office team through effective communication and leadership by example
• Foster a positive work environment built on mutual trust, respect, and teamwork
• Supervise daily operations and support team members, stepping into roles when needed
• Conduct performance reviews, set goals, and manage progressive discipline procedures
• Interview, hire, and onboard new team members aligned with business needs
• Celebrate successes and recognize contributions regularly
• Ensure smooth daily operations that meet guest expectations and brand standards
• Serve as a visible presence in the lobby to welcome and assist guests
• Resolve guest concerns quickly and effectively, while coaching the team to do the same
• Review guest feedback and satisfaction data to drive continuous improvement
• Conduct regular team meetings and clearly communicate departmental goals and initiatives
• Develop specific goals and action plans to meet or exceed departmental KPIs
• Manage Front Office expenses within budget and implement cost-saving measures where appropriate
• Analyze business performance and make sound financial decisions to support overall hotel profitability
• Review staffing levels to ensure service quality and labor cost control
• Ensure compliance with Marriott SOPs, LSOPs, and all local policies and procedures
• Maintain fair and consistent enforcement of property policies and procedures
• Support and facilitate property initiatives, including pre-opening or renovation-related activities
• Act as the “Service Champion” for the Front Office, setting the tone for a warm and welcoming guest experience
• Empower employees to go above and beyond to satisfy guests
• Observe service behaviors and provide timely coaching and feedback
• Provide timely and relevant updates to executive leadership, peers, and direct reports
• Analyze challenges and facilitate solutions to ensure operational continuity
• Collaborate cross-departmentally to ensure seamless communication and service delivery
• Participate in MOD (Manager on Duty) coverage
• Handle additional tasks or projects as assigned by hotel leadership
• Maintain a flexible schedule to fulfill management-level responsibilities

• High school diploma or GED
• 4 years experience in the guest services, front desk, or related professional area
• OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major
• 2 years experience in the guest services, front desk, or related professional area

Medical, dental, vision, paid time off, and Marriott travel discounts