Front Office Manager

• Oversee all front office operations to ensure exceptional guest satisfaction
• Address guest complaints, requests, and inquiries promptly, professionally, and with warmth
• Ensure VIPs and returning guests receive tailored, personalized service
• Maintain the highest standards of guest service and hospitality across the team
• Recruit, train, and mentor front office staff to uphold The Ben’s luxury service standards
• Conduct regular performance evaluations, providing constructive feedback and coaching
• Foster a collaborative, motivated, and positive work environment
• Schedule staff to ensure appropriate coverage and operational efficiency
• Monitor daily front desk activities, ensuring smooth and organized operations
• Maintain a polished, welcoming, and impeccably organized front office environment
• Implement and enforce standard operating procedures for consistency and excellence
• Coordinate with other hotel departments to ensure seamless guest experiences
• Oversee front office budget and manage expenses responsibly
• Ensure accurate billing, cash handling, and credit card transactions
• Prepare and analyze financial reports related to front office operations
• Ensure efficient use of hotel management software and systems
• Train staff on new systems, updates, and technology
• Troubleshoot and resolve front office technology issues promptly
• Ensure adherence to all hotel policies, procedures, and brand standards
• Maintain knowledge of local health, safety, and regulatory requirements
• Implement and monitor safety protocols to protect guests and staff

• 3+ years of experience in a supervisory or management role in a front office or hospitality environment
• Proven ability to lead, coach, and motivate a high-performing team
• Exceptional communication, interpersonal, and problem-solving skills
• Strong organizational skills with attention to detail and operational excellence
• Ability to remain calm, professional, and proactive in a fast-paced luxury environment
• Flexible schedule including evenings, weekends, and holidays as required

Experience with GXP, Lightspeed, or similar property management systems is a plus