Front Office Manager (KIV)

Position Summary The Front Office Manager is responsible for overseeing the daily operations of the Front Office to ensure exceptional guest service, efficient operations, and compliance with hotel and brand standards at the Comfort Inn & Suites. This position manages Front Desk operations, supervises Front Office team members, and works closely with other departments to ensure a positive guest experience and achieve operational and financial goals. Essential Duties and Responsibilities Front Office Operations Oversee the daily operations of the Front Desk, including guest check-in, check out, reservations, and cash handling procedures. Ensure compliance with hotel policies, procedures, and brand standards. Monitor room inventory, occupancy levels, and room availability to maximize revenue and guest satisfaction. Review daily reports, arrivals, departures, room status, and audit reports. Ensure accurate billing, folio management, and payment processing. Coordinate with Housekeeping and Maintenance to ensure guest rooms are clean, ready, and available for occupancy. Guest Service Provide exceptional customer service and promote a guest-focused culture. Respond to and resolve guest concerns, complaints, and service recovery situations in a timely and professional manner. Ensure all guests are greeted and assisted in a friendly and courteous manner. Monitor guest satisfaction scores, online reviews, and guest feedback to identify opportunities for improvement. Assist with VIP arrivals, group reservations, and special accommodations. Team Leadership & Development Recruit, interview, train, coach, and evaluate Front Office team members. Prepare employee work schedules and ensure adequate staffing levels. Monitor employee attendance, productivity, and performance. Conduct regular team meetings and provide ongoing training and development. Ensure team members comply with company policies, procedures, appearance standards, and guest service expectations. Promote teamwork, professionalism, and a positive work environment. Financial & Administrative Responsibilities Assist with budgeting, labor management, payroll review, and expense control. Monitor and control Front Office labor costs and overtime. Maintain accurate records, reports, and documentation. Assist with inventory management for Front Office supplies and equipment. Support revenue management strategies to maximize occupancy and revenue performance. Safety & Compliance Ensure compliance with hotel policies, safety procedures, and brand standards. Maintain key control procedures and ensure hotel security standards are followed. Respond appropriately to emergencies, accidents, and security incidents. Ensure compliance with OSHA regulations and safety procedures. Report accidents, injuries, safety hazards, and maintenance issues promptly. Other Duties Perform Front Desk duties as needed during staffing shortages or peak business periods. Participate in manager-on-duty rotations, as assigned. Perform other duties as assigned by the General Manager.