Front Office Manager
Role summary
The Front Office Manager directs all front office operations, including the front desk, reservations, guest services, and bookkeeping. This role involves supervising and training front office personnel, managing the Property Management System and online booking engines, and ensuring guest satisfaction. Key responsibilities include overseeing the Night Audit process, financial audits, and cash handling, while also acting as Manager on Duty as assigned. The position requires proficiency in computer applications, strong organizational and math skills, knowledge of relevant employment laws, and extensive accounting procedures.
FRONT OFFICE MANAGER
Department: Rooms Division
Reports To: General Manager
POSITION SUMMARY
Directly supervises all front office personnel and ensures proper completion of all front office duties. Oversees front desk, reservations, guest services, bookkeeping, and telephones, and serves as Manager on Duty as assigned.
KEY RESPONSIBILITIES
- Recruit, select, train, and schedule Front Office personnel.
- Oversight of the Property Management System including postings, adjustments, billing, and group blocks.
- Manage online booking engines and coordinate with Sales and General Manager on rate management.
- Ensure guest satisfaction across all front office touch points.
- Direct concierge functions and guest service support.
- Manage Night Audit process, reporting, training, and scheduling.
- Prepare daily food and beverage income audit and daily deposits.
- Maintain Direct Bill Authorization File and city ledger.
- Coordinate collection efforts with corporate credit department.
- Process and code all invoices with required documentation.
- Count house banks and safes and ensure proper cash handling procedures.
- Oversee gift certificates, comps, and allowances.
- Prepare daily/weekly reports as instructed by management.
- Maintain proper storage and timely disposal of records.
- Cover Manager on Duty and front desk shifts as needed.
QUALIFICATIONS
- Working knowledge of computers and training techniques.
- Ability to effectively communicate in English.
- Strong organizational and math skills.
- Knowledge of NYS Department of Labor employment laws.
- Proficiency in Word Processing and Spreadsheet programs.
- Extensive knowledge of accounting procedures.
- Ability to exercise judgment and make sound decisions.
EDUCATION & EXPERIENCE
- High school diploma required; Associate or Bachelor degree preferred.
- 1–2 years hotel guest service experience with accounting/bookkeeping preferred.
- Supervisory experience a plus.
JOB ENVIRONMENT
- Primarily indoors with frequent walking and standing.
- May require varied schedules based on business needs.
- Must comply with hotel grooming and appearance standards.
OTHER REQUIREMENTS
- Versatility to cover MOD and front desk shifts as needed.
- Ability to maintain regular attendance per hotel standards.
- Compliance with all hotel rules and safety procedures.
BENEFITS
- Medical
- Dental
- Vision
- Company Paid Life & Disability
- Voluntary Life Products
- PTO/Sick/Floating Holiday
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