Introduction
Imagine being the heartbeat of the hotel—where every guest’s journey begins and ends with you. As a Front Office Manager (FOM), you’re not just managing a team; you’re creating unforgettable first impressions. If you thrive in a fast-paced environment, love solving problems before they arise, and get a thrill from seeing guests leave with smiles, this role is for you.
We’re looking for a warm, proactive, and detail-oriented leader who can balance hospitality magic with smooth operations. Ready to step into a role where no two days are the same? Let’s dive in!
What You’ll Do:
Lead with Passion & Purpose
- Be the face of the hotel—set the tone for guest interactions with energy and professionalism.
- Coach, mentor, and inspire your front office team to deliver 5-star service (even on hectic days).
- Turn challenges into opportunities—whether it’s an overbooked night or a VIP request, you handle it with grace.
- Build a happy workplace where your team feels valued, heard, and motivated to grow.
- Lead by example—jump in to help at reception, resolve a billing hiccup, or greet a tired traveler with a warm welcome.
Guest Experience: Make It Personal
- Remember the little things—returning guests’ preferences, special occasions, or even a favorite room view.
- Turn complaints into loyalty—listen empathetically, act fast, and leave guests feeling better than when they arrived.
- Surprise and delight—maybe it’s a room upgrade for a honeymoon couple or a handwritten note from the manager.
- Keep the vibe smooth—minimize wait times, streamline check-ins, and ensure every guest feels prioritized.
- Be the calm in the storm—when things get chaotic (missed flights, lost luggage, last-minute groups), you stay unshaken.
Operations: Keep Things Running Like Clockwork
- Master the tech—PMS, booking systems, key card software—you know it all and train your team, too.
- Prevent disasters before they happen—spot room discrepancies, system glitches, or staffing gaps early.
- Work hand-in-hand with Housekeeping—no guest should ever walk into an unprepared room.
- Night Audit isn’t just numbers—you review reports to catch trends (good or bad) and adjust fast.
- Cash handling? Flawless. You ensure every payment, refund, and invoice is accurate and secure.
Behind-the-Scenes Smarts
- Hire for heart, not just skills—you spot team players who genuinely love serving people.
- Schedule smartly—no overstaffed slow days or frantic understaffed rushes.
- Celebrate wins—a shout-out for the agent who handled a tough check-in, bonuses for top performers.
- Fix problems, not band-aid them—if a process keeps failing, you redesign it.
- Stay ahead of trends—mobile check-ins, AI concierge tools, sustainability practices—you’re always learning.
Financial & Strategic Thinking
- Budget like a pro—save where you can without cutting corners on guest experience.
- Upsell naturally—training your team to suggest suites or packages in a way that feels helpful, not pushy.
- Know your KPIs—Occupancy, ADR, RevPAR, and guest satisfaction scores guide your decisions.
- Report with insight—don’t just share numbers; tell the story behind them to leadership.
Culture & Communication
- Bridge the gaps—ensure Front Office, Housekeeping, and Maintenance are always in sync.
- Daily huddles—quick, energizing meetings to align the team and share updates.
- Open-door policy—your team knows they can come to you with ideas or concerns.
- Protect your team—back them up with difficult guests, then debrief and coach afterward.
Crisis Mode? You’ve Got This
- Lost reservations, system crashes, angry guests—you troubleshoot with patience and creativity.
- Medical emergency? Security issue? You follow protocols while keeping everyone calm.
- Weather delays, cancellations, overbookings—you find fair solutions and keep guests informed.
Growth & Innovation
- Train beyond basics—role-playing exercises, language skills, conflict resolution workshops.
- Encourage certifications—your team should grow (and feel proud of their expertise).
- Share feedback often—not just in annual reviews, but in real-time, constructive ways.
- Pilot new ideas—maybe it’s a digital concierge tablet or a loyalty perk no one else offers.
Work-Life Balance (Yes, Really!)
- Respect schedules—no last-minute overtime unless it’s truly critical.
- Switch up routines—cross-train staff so everyone (including you) can take vacations.
- Celebrate outside work—team dinners, outings, or simple thank-you notes.
Your Non-Negotiables
- Ethics first—no cutting corners on safety, privacy, or honesty.
- Cleanliness obsession—lobby, desks, uniforms—everything reflects your standards.
- Tech-savvy but human—automation should help, not replace, genuine service.
- Stay curious—always ask, “How could we do this better?”
Who You Are:
- A natural leader who motivates through respect, not fear.
- A problem-solver who stays cool under pressure.
- A detail fanatic who notices when the front desk flowers are wilting.
- A hospitality geek who reads reviews, studies competitors, and loves industry trends.
- A people person—guests remember you, and your team trusts you.
Why You’ll Love This Role:
- Every day is different—one minute you’re training a new hire, the next you’re hosting a VIP.
- You shape culture—your energy sets the tone for the entire guest experience.
- Growth opportunities—many GMs started right where you’re standing.
Join Us!
If you’re ready to lead a team that makes memories, we’d love to meet you. Apply today—let’s create something exceptional together.
P.S. Bring your ideas, your hustle, and your favorite customer service story to the interview. We can’t wait to hear it!