Area Front Office Manager

Description

Job Title: Area Front Office Manager – Multiple Properties

Reports to: Area General Manager / Area Assistant General Manager

FLSA: Exempt

Position Summary

The Area Front Office Manager is responsible for the overall leadership and daily operations of the front office departments at multiple hotels. This role ensures high-quality guest service, drives revenue through front desk performance, and maintains brand standards across both properties. The position supports the strategic direction and operational efficiency of front desk, guest services, concierge, bell desk, and night audit teams.

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Key Responsibilities

Front Office Operations:

• Oversee and standardize front office procedures and guest service delivery across both hotels.
• Ensure smooth check-in/check-out processes, reservations handling, and billing accuracy.
• Monitor front desk systems and ensure accuracy in guest profiles, folios, and financial reporting.
• Collaborate with housekeeping and other departments to optimize room readiness and guest satisfaction.
  
  

Team Management

• Supervise, train, and support supervisors, and front desk agents at both locations.
• Create and manage staffing schedules to ensure appropriate coverage and labor efficiency.
• Develop performance goals and conduct evaluations for team members.
• Foster a culture of service excellence, teamwork, and continuous improvement.
  
  

Guest Service & Experience

• Monitor guest satisfaction scores, reviews, and feedback across both properties.
• Proactively resolve guest issues and complaints, escalating when necessary.
• Implement service recovery strategies and ensure follow-up for VIPs and loyal guests.
• Champion loyalty program enrollment and guest engagement initiatives.
  
  

Revenue & Financial Oversight

• Ensure adherence to revenue management practices and upselling programs.
• Assist with budgeting, forecasting, and payroll control for the front office departments.
• Track and analyze key performance indicators (KPIs), including average rate, occupancy, and upsell conversion.
  
  

Technology & Compliance

• Oversee front office systems (e.g., PMS, key systems, reporting tools) and ensure training and compliance.
• Ensure compliance with brand standards, safety policies, and security procedures.
• Coordinate night audit processes and reporting across both hotels.
  
  

Coordination & Communication

• Participate in leadership meetings, presenting front office performance and initiatives.
• Coordinate shared resources, policies, and best practices between the two hotels.
  
  

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Compensation

Competitive salary, commensurate with experience.

This job description is not intended to be all-inclusive; additional details will be specified by the direct supervisor. The associate may also perform other reasonable business duties assigned by their direct supervisor.

Dreamscape Hospitality reserves the right to change this job description, job responsibilities, duties, and working hours as needs prevail.

Requirements

Qualifications:

• 5+ years of front office experience in the hotel industry, with at least 2 years in a leadership role.
• Prior experience overseeing multi-property operations is highly desirable.
• Proficiency in property management systems (e.g., Mews, Opera, OnQ, or similar).
• Strong communication, leadership, and organizational skills.
• Availability to work flexible hours, including weekends and holidays.
• Bachelor’s degree in hospitality management or related field preferred.
• Ability to stand or sit for extended periods.
• Ability to lift and carry items up to 25 pounds.
• Ability to handle repetitive tasks.
  
  

Key Competencies

• Leadership & People Development
• Guest Service Excellence
• Operational Coordination
• Analytical Thinking
• Conflict Resolution
• Brand and Systems Compliance