Front Office Manager – Guest Services Lead

About the role

The Front Office Manager will support daily front office operations, overseeing Bell staff, switchboard, and guest services. This role ensures smooth check‑in/check‑out processes, guest satisfaction, and financial performance of the department.

Key responsibilities

• Manage day‑to‑day front office activities, maintaining quality standards and meeting customer expectations.
• Supervise staffing levels, handle guest complaints, and resolve conflicts to ensure service excellence.
• Communicate business objectives to the team, recognize performance, and drive results.
• Lead, coach, and mentor front desk staff, stepping in to perform duties when needed.
• Implement customer service programs, monitor credit policies, and maximize room revenue.
• Support HR functions such as hiring, orientation, employee feedback, and progressive discipline.

Required profile

• High school diploma or GED with at least 2 years of guest services/front desk experience, OR a 2‑year degree in Hospitality, Business Administration, or related field.
• Strong interpersonal and communication skills, with the ability to lead and influence a team.