Front Office Manager - The Ricardo Marriott

FRONT OFFICE MANAGER

DEPARTMENT: Front Office
REPORTS TO: Director of Front Office / General Manager
STATUS: Exempt

POSITION SUMMARY:

The Front Desk Manager is responsible for the overall leadership, operation, and performance of the front desk team, ensuring exceptional guest service, operational efficiency, and adherence to luxury and boutique hotel standards. This role oversees staffing, training, service quality, and financial accuracy while fostering a professional, service-driven culture at the front desk.

PRIMARY JOB DUTIES:

• Oversee daily front desk operations to ensure seamless guest arrivals, departures, and stay experiences.
• Lead, train, coach, and evaluate front desk team members to uphold luxury service standards.
• Develop schedules, manage labor, and ensure adequate staffing levels.
• Handle escalated guest concerns and service recovery with professionalism and authority.
• Ensure accurate execution of check-in, check-out, billing, and cash-handling procedures.
• Monitor room inventory, upgrades, and availability in coordination with revenue and housekeeping teams.
• Oversee and ensure the timely, accurate delivery of guest amenities, welcome gifts, and special requests in coordination with bell services, housekeeping, and other departments.
• Maintain compliance with hotel policies, brand standards, and service expectations.
• Conduct regular audits of guest accounts, reports, and operational procedures.
• Support budget goals, expense controls, and revenue opportunities at the front desk.
• Maintain a polished front desk environment and professional team appearance.
• Ensure adherence to security, privacy, emergency, and safety procedures.
• Collaborate with housekeeping, bell services, engineering, and other departments to ensure seamless operations.
• Lead by example, demonstrating exceptional guest service and professionalism at all times.

Additional tasks and responsibilities may be assigned at the discretion of the manager. Furthermore, tasks and responsibilities may be added or revised based on the volume of business and the need for the work to be completed at the present time. 

KNOWLEDGE, SKILLS AND ABILITIES:

• Previous front desk leadership or management experience in a luxury or boutique hotel.
• Strong leadership, coaching, and performance management skills.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Proficiency with property management systems and front office reporting.
• Strong organizational and time-management skills.
• Professional demeanor and ability to manage sensitive situations discreetly.
• Ability to lead in a fast-paced, guest-focused environment.

PHYSICAL DEMANDS:

• Ability to stand and walk for extended periods.
• Ability to use computers, phones, and standard office equipment.
• Ability to move throughout the property as needed.
• Must wear required personal protective equipment per job responsibilities.

This job description is not intended to create a contract of employment. Employment with the Company is at-will and may be terminated by either the employee or the Company at any time, with or without cause or notice, in accordance with applicable law.