Front Office Manager

Job Summary:
The Assistant General Manager (AGM)/Front Office Manager supports the General Manager in overseeing all aspects of hotel operations, ensuring the highest standards of service, guest satisfaction, and operational efficiency. This role involves managing daily activities across multiple departments, leading staff, and working to meet financial and operational goals as well as filling shift shortages when needed. This is an on-site position that requires extensive on-site presence and is not authorized for remote work. 

Key Responsibilities

1.      Operational Leadership

o     Assist the General Manager in managing the overall operations of the hotel, including front office, housekeeping, maintenance, food and beverage, and sales.

o   Ensure that all hotel departments operate efficiently and in accordance with established standards and procedures.

o   Monitor daily operations to ensure consistency in service quality and guest satisfaction.

o   Serve as the acting General Manager in the absence of the GM, making critical decisions and resolving issues as they arise.

2.      Staff Management and Development

o   Supervise department heads and staff, providing leadership, guidance, and support to ensure a motivated and productive team.

o   Assist in recruiting, hiring, training, and evaluating staff to ensure high performance and adherence to hotel standards.

o   Conduct regular meetings with department heads to review performance, address challenges, and discuss operational improvements.

o   Promote a positive work environment that encourages teamwork, collaboration, and continuous learning.

3.      Guest Experience Management

o   Oversee guest services to ensure a superior guest experience from check-in to check-out, addressing and resolving any guest concerns or complaints.

o   Monitor guest feedback through surveys, reviews, and direct interactions, using insights to drive improvements in service delivery.

o   Ensure that all guest requests and special needs are met promptly and courteously, enhancing overall guest satisfaction.

4.      Financial and Budgetary Management

o   Assist in the development and management of the hotel’s budget, ensuring financial goals are met or exceeded.

o   Monitor departmental expenses, labor costs, and revenue generation to ensure profitability and cost-effectiveness.

o   Review financial reports, including daily revenue reports and monthly financial statements, to track performance and identify areas for improvement.

o   Collaborate with the General Manager to implement strategies for increasing revenue, optimizing operational costs, and maximizing profitability. 

5.      Quality Control and Compliance

o   Ensure that all hotel operations comply with local, state, and federal regulations, including health and safety standards.

o   Conduct regular inspections of guest rooms, public areas, and back-of-house spaces to maintain high standards of cleanliness, safety, and operational efficiency.

o   Implement and oversee quality control measures, ensuring consistency in service and operations across all departments.

o   Develop and enforce standard operating procedures (SOPs) for all departments, ensuring compliance and operational excellence.

6.      Strategic Planning and Collaboration

o   Work closely with the General Manager to develop and execute the hotel’s strategic goals and initiatives.

o   Collaborate with sales and marketing teams to drive business growth, increase occupancy, and enhance the hotel’s reputation.

o   Participate in management meetings, contributing insights and recommendations to improve overall hotel performance.

o   Foster strong relationships with guests, vendors, and the local community to promote the hotel and drive business.

Other duties as assigned to meet the needs of the property. 

Qualifications:

• Bachelor’s degree in hospitality management, business administration, or a related field; equivalent experience may be considered.
• Proven experience in hotel management or a similar leadership role, with a strong background in operations, guest services, and financial management.
• Strong leadership and team management skills, with a focus on staff development and guest satisfaction.
• Excellent communication and interpersonal skills, with the ability to interact effectively with guests, staff, and management.
• Strong organizational and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.
• Proficiency in hotel management software and financial reporting systems. 

Working Conditions:

• Flexible working hours, including weekends and holidays.
• May require on-call availability for emergencies or special events.
• Physical stamina required for long periods of standing, walking, and interacting with guests and staff. 

Benefits:

• Competitive salary.
• Employee discounts on hotel stays.
• Health and wellness benefits.
• Opportunities for career advancement within the hotel.

The statements in this job description are intended to represent key duties and the level of work being performed. They are not intended to be ALL responsibilities of the job.

Crossroads Hospitality, LLC is an Equal Opportunity/Affirmative Action Employer, and encourages women, minorities, individuals with disabilities, and protected veterans to apply.