Onsite Front Office Manager

Department: Front Office

Reports to: General Manager, Operations Manager

Status: Exempt

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The Front Office Manager will be responsible for day to day Front Office operations including the Front Desk, Night Audit, and AYS (PBX operator). Ensures the Front Desk staff provides exemplary service to all hotel guests to deliver a memorable guest experience.


Please note, Mainsail Lodging & Development is a drug-free workplace. Pre-employment screening, to include a background test and drug screen, is required for all candidates offered a position.




  • Ensures complete guest satisfaction and follows up on all guest issues and concerns in a timely manner.
  • Proficient in hotel systems including but not limited to Opera PMS, MARSHA, guestVoice & GXP.
  • Leads staff by example while managing and motivating front desk personnel.
  • Process guest check-ins by confirming reservations, assigning room, and issuing and activating room key per Marriott standards.
  • Coordinates the pre-arrival process to ensure guest needs, room assignments, special requests, and billing requirements are met per brand standard.
  • Maintains guest confidentiality.
  • Hotel ambassador of the Marriott Bonvoy program and ensures all guidelines are implemented and adhered to by hotel staff.
  • Develops and implements the guest arrival experience to provide a unique and memorable hotel welcome.
  • Strong communication with other departments (e.g., Engineering, Housekeeping) as necessary to resolve guest calls, requests, or issues.
  • Responds to Marriott guest surveys via guestVoice and takes action to address any and all Front Desk issues.
  • Ensures full compliance of Marriott Brand Standards and the passing of department Quality Assurance items, including self-audits.
  • Provide room rate quotes and upsell to guests when possible.(Own upsell program)
  • Trains and encourages staff to embody hotel culture and provide guests with the hotel’s story.
  • Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations.
  • Recognizes and communicates to team any hotel VIPs and provides extra touches such as hand-written notes and amenities when warranted.
  • Empower Front Desk staff to act and resolve guest issues to the best of their ability.
  • Provide local information for shopping, dining, nightlife, and recreational destinations.
  • Receive, store, and deliver luggage and mail/packages.
  • Make travel arrangements for guests to include sightseeing and other tours
  • Responsible for ensuring guest credit is procured and all accounting procedures are followed by Front Desk staff. Resolves guest accounting issues as needed.
  • Respond to guest inquiries.
  • Provides ongoing training and feedback to staff via monthly department meetings, performance reviews, and one-on-one sessions.
  • Report accidents, injuries, and unsafe work conditions and take action as needed; complete safety training and certifications.
  • Completes Front Desk schedule per labor guidelines and ensures that all shifts are covered in the event of staff call-offs.
  • Report any suspicious activity or unusual items in room.
  • Ensures Front Desk staff adheres to hotel grooming guidelines.
  • Report any irregular behavior from guests in public areas and or in room.
  • Ability to take initiative and handle assignments with limited supervision.
  • Follow all hotel policies and procedures as outlined in the team member handbook.
  • Maintain cleanliness and order of work area.
  • Conduct daily standup meetings with team
  • Assist with payroll and tracking hours for all team members
  • Manages all aspects of Front Desk Operations
  • Manages Front Desk Retail and completes inventory monthly
  • Ensures team follows all Lost and Found procedures and coordinates with all departments in hotel to coordinate safe return of items to guests
  • Holds employees accountable for Grooming standards
  • Assist housekeeping with creating task assignments and inspecting rooms
  • Be on call after hours for emergencies
  • Must Live on property- take all after hours calls when Front Desk is closed
  • Any other duties requested by management.


Hotel Performance

  • Ensure successful performance assisting guests with an exceptional experience to ensure high performing scores on the GSS according to Marriott.




Education and Experience

  • 2-year associates degree or higher preferred
  • Previous Marriott experience preferred, not required
  • Previous Management experience preferred, not required
  • Previous Supervisory Experience required
  • Minimum 2 years hotel Front Desk experience
  • Excellent phone & customer service skills
  • Excellent communication skills, both verbal and written
  • Ability to use technology e.g. tablets, iPads


Physical Demands

  • Ability to sit or stand for extended periods of time
  • Ability to bend
  • Ability to lift, pull 40 lbs.
  • Ability to communicate clearly
  • Corrected vision to normal range
  • Ability to work long hours as needed


Mental Demands

  • Make sound judgments quickly
  • Work on multiple tasks, making appropriate progress towards deadlines
  • Able to work independently, take direction, and provide direction to others
  • Manage differing personalities within the office, the hotel, and the community
  • Maintain the highest degree of confidentiality
  • Ability to work effectively in stressful, high pressure situations
  • Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems as necessary

Career Information

Date Posted:
November 6, 2020

Career Category: