Front Office Manager

POSITION SUMMARY

The Front Desk Lead serves as the operational backbone of the Guest Services department at The Mantissa Hotel. Reporting directly to the General Manager, this role bridges front-line guest service with supervisory responsibility, ensuring that front desk operations run smoothly, staffing is effectively managed, and every guest receives the attentive, boutique-quality experience that defines the Mantissa brand. The Front Desk Lead is expected to model exemplary professionalism, support and develop the front desk team, and serve as the senior point of contact on the floor during their scheduled shifts.

This position is ideal for a proven front desk professional who is ready to take the next step into a leadership role while remaining actively engaged in day-to-day hospitality operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Team Leadership & Supervision
• Scheduling & Staffing Coverage
• Serve as the senior front desk representative on shift, providing guidance, support, and real-time direction to front desk agents and night auditors
• Model exceptional quest service standards and hold the team accountable to property policies and brand expectations
• Monitor team performance during shifts and provide coaching and feedback in the moment
• Act as the first point of escalation for guest issues, complaints, or unusual situations, resolving concerns promptly and professionally before escalating to the GM when necessary
• Ensure smooth shift transitions by conducting thorough handoffs and communicating key information to incoming team members

Scheduling & Staffing Coverage

• Create, manage, and distribute front desk schedules on a weekly basis, ensuring adequate shift coverage seven days a week, including evenings, weekends, and holidays

• Monitor attendance and punctuality; arrange coverage for call-outs and last- minute scheduling needs, communicating changes to the GM as appropriate Track and document hours worked, shift swaps, and schedule adjustments in coordination with the GM for payroll accuracy Anticipate staffing needs based on occupancy trends, special events, and seasonal demand

Interviewing & Hiring (in Conjunction with the GM)

• Participate in the recruitment process for front desk positions, including reviewing applications and conducting initial candidate interviews
• Collaborate with the General Manager in making hiring recommendations based on candidate qualifications, cultural fit, and departmental needs
• Assist with onboarding new front desk hires, including orientation to hotel systems, policies, standard operating procedures, and guest service expectations
• Support the GM in performance evaluations and any corrective action processes related to front desk staff

Daily Operations & Guest Experience

• Review the daily arrivals, departures, and in-house guest roster at the start of each shift to confirm accuracy and flag any issues
• Verify that all guests scheduled for departure are properly checked out and that all charges are accurately posted prior to folio closure
• Confirm that all incoming guests are pre-assigned to the appropriate room type and that VIP or special requests are communicated and fulfilled
• Monitor the GuestPoint property management system for reservation accuracy, room status updates, and end-of-shift reporting
• Conduct a thorough shift audit at the close of each shift, reconciling transactions, reviewing pending items, and preparing the shift summary for GM review
• Ensure that the front desk area, lobby, and common areas are clean, organized, and stocked throughout the shift

Communication & Coordination

• Maintain clear, proactive communication with housekeeping, maintenance, and the General Manager to ensure seamless daily operations
• Relay quest feedback, recurring recurring issues, or operational observations to the GM in a timely and constructive manner
• Contribute to staff meetings, training sessions, and process improvement conversations as invited by the GM
• Respond to after-hours calls, messages, or guest escalations within the scope of the Lead's authority and communicate significant incidents to the GM

JOB REQUIREMENTS

• High school diploma or equivalent required; Associate's or Bachelor's degree in Hospitality Management or a related field is a plus
• Minimum 2-3 years of front desk or hotel guest services experience, with at least one year in a senior or lead capacity preferred
• Demonstrated ability to supervise, coach, and motivate a small team
• Proficiency with hotel property management systems (GuestPoint preferred) and general computer applications
• Exceptional verbal and written communication skills; ability to communicate effectively with guests, staff, and management
• Strong organizational and time management skills with the ability to manage competing priorities under pressure
• Ability to exercise sound judgment, maintain composure, and make independent decisions during fast-paced or sensitive situations
• Must be available to work flexible hours including opening and closing shifts, evenings, weekends, and holidays
• Professional appearance and consistent adherence to uniform and grooming standards required
• Must be able to stand for extended periods and lift up to 25 Ibs occasionally

PREFERRED QUALIFICATIONS

• Prior supervisory or team lead experience in a boutique or independent hotel setting
• Familiarity with scheduling tools, labor tracking, or workforce management practices
• Experience participating in the hiring or onboarding process
• Bilingual communication skills are a plus
• CPR or First Aid certification preferred

Job Type: Full-time

Work Location: In person