SUMMARY The Front Office Manager oversees front desk, bell, and valet operations while working in close partnership with the Reservations Manager to ensure seamless guest experiences across all lodging touchpoints. This role is not responsible for managing reservations staff directly, but does provide operational oversight and quality control to ensure front desk and reservations teams are aligned and following established procedures.
As a visible, hands-on leader, the Front Office Manager is responsible for scheduling and supervising Front Desk, Bell, and Valet staff; maintaining service standards; supporting guest recovery; and providing shift coverage as needed. This position requires flexibility to work evenings, weekends, and holidays and prior experience managing bell and valet operations.
ESSENTIAL DUTIES & RESPONSIBILITIES
(Other duties will be assigned as business needs require, this position requires flexibility)
• Hire, train, coach, supervise, and support Front Desk, Bell, and Valet staff in all aspects of their roles.
• Partner closely with the Reservations Manager to ensure consistency, accuracy, and communication between front desk and reservations operations.
• Provide functional oversight of reservation-related work completed by front desk staff, ensuring procedures and standards are followed.
• Foster a positive, service-oriented team culture with clear expectations and accountability.
• Conduct regular performance observations and audits, providing feedback and corrective action as needed.
• Ensure company personnel policies and procedures are consistently followed.
• Lead monthly staff meetings for Front Desk, Bell, and Valet teams, including required safety talks and operational updates.
• Oversee daily front desk operations, including check-ins, check-outs, reservations, phone inquiries, and payment processing.
• Serve as an escalation point for guest concerns, complaints, and service recovery, resolving issues in a timely and guest-satisfactory manner.
• Maintain a clean, safe, and professional front desk and lobby environment.
• Step into line-level coverage as needed, including the ability to cover all three shifts in the event of call-outs or staffing shortages.
• Create and manage schedules for Front Desk, Bell, and Valet staff to ensure appropriate coverage based on business demand.
• Ensure reliable coverage for all shifts, including evenings, weekends, and holidays.
• Maintain readiness to step into line-level coverage across Front Desk, Bell, or Valet operations in the event of call-outs or staffing shortages.
• Monitor labor efficiency while maintaining service standards during peak and off-peak periods.
• Support group reservation execution by coordinating with the Reservations Manager, Sales team, and group contacts to ensure smooth arrival and on-site experiences.
• Assist in maintaining accurate lodging and campground reservation records as they relate to front desk operations.
• Audit reservation-related tasks performed by front desk staff to ensure accuracy, consistency, and adherence to established procedures.
• Oversee and reconcile the Manager’s bank in accordance with company cash-handling policies.
• Ensure accurate payment processing, documentation, and reporting.
SUPERVISORY RESPONSIBILITIES
Directly supervises 10-15 employees. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning, and directing tasks; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
A high school diploma or equivalent is required; an associate’s degree or coursework in hospitality, business, or a related field is preferred. Candidates should have 2–5 years of experience in hospitality or guest services, including supervisory experience in front desk, bell, or valet operations. Prior experience scheduling staff, covering operational shifts, and working evenings, weekends, and holidays in a fast-paced lodging or resort environment is strongly preferred.
As a visible, hands-on leader, the Front Office Manager is responsible for scheduling and supervising Front Desk, Bell, and Valet staff; maintaining service standards; supporting guest recovery; and providing shift coverage as needed. This position requires flexibility to work evenings, weekends, and holidays and prior experience managing bell and valet operations.
ESSENTIAL DUTIES & RESPONSIBILITIES
(Other duties will be assigned as business needs require, this position requires flexibility)
• Hire, train, coach, supervise, and support Front Desk, Bell, and Valet staff in all aspects of their roles.
• Partner closely with the Reservations Manager to ensure consistency, accuracy, and communication between front desk and reservations operations.
• Provide functional oversight of reservation-related work completed by front desk staff, ensuring procedures and standards are followed.
• Foster a positive, service-oriented team culture with clear expectations and accountability.
• Conduct regular performance observations and audits, providing feedback and corrective action as needed.
• Ensure company personnel policies and procedures are consistently followed.
• Lead monthly staff meetings for Front Desk, Bell, and Valet teams, including required safety talks and operational updates.
• Oversee daily front desk operations, including check-ins, check-outs, reservations, phone inquiries, and payment processing.
• Serve as an escalation point for guest concerns, complaints, and service recovery, resolving issues in a timely and guest-satisfactory manner.
• Maintain a clean, safe, and professional front desk and lobby environment.
• Step into line-level coverage as needed, including the ability to cover all three shifts in the event of call-outs or staffing shortages.
• Create and manage schedules for Front Desk, Bell, and Valet staff to ensure appropriate coverage based on business demand.
• Ensure reliable coverage for all shifts, including evenings, weekends, and holidays.
• Maintain readiness to step into line-level coverage across Front Desk, Bell, or Valet operations in the event of call-outs or staffing shortages.
• Monitor labor efficiency while maintaining service standards during peak and off-peak periods.
• Support group reservation execution by coordinating with the Reservations Manager, Sales team, and group contacts to ensure smooth arrival and on-site experiences.
• Assist in maintaining accurate lodging and campground reservation records as they relate to front desk operations.
• Audit reservation-related tasks performed by front desk staff to ensure accuracy, consistency, and adherence to established procedures.
• Oversee and reconcile the Manager’s bank in accordance with company cash-handling policies.
• Ensure accurate payment processing, documentation, and reporting.
SUPERVISORY RESPONSIBILITIES
Directly supervises 10-15 employees. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning, and directing tasks; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
A high school diploma or equivalent is required; an associate’s degree or coursework in hospitality, business, or a related field is preferred. Candidates should have 2–5 years of experience in hospitality or guest services, including supervisory experience in front desk, bell, or valet operations. Prior experience scheduling staff, covering operational shifts, and working evenings, weekends, and holidays in a fast-paced lodging or resort environment is strongly preferred.