Front Office Manager

Job title: Front Office Manager

About the Role Embassy Suites Blue Ash is seeking an experienced and guest-focused Front Office Manager to lead our front desk operations. As the face of the hotel, you will guide a high-performing team to deliver a warm, polished guest experience and drive guest loyalty.

What You'll Do

• Lead all front office operations, including front desk, guest services, and PBX, across all shifts
• Recruit, train, schedule, coach, and develop front desk team members, building a culture of hospitality, accountability, and pride in the guest experience
• Serve as Manager on Duty as scheduled and act as a visible leader in the lobby and atrium during peak arrival and departure periods
• Ensure smooth, efficient check-in and check-out processes and proper handling of Hilton Honors member recognition and benefits, including Diamond and Gold tier expectations
• Own guest satisfaction scores for arrival, departure, and overall service, and lead action plans to improve performance
• Resolve guest concerns promptly and professionally, empowering team members to handle service recovery in the moment
• Manage room inventory, upsell programs, group arrivals, and coordination with housekeeping and maintenance on room readiness
• Oversee cash handling, billing accuracy, folio adjustments, and adherence to accounting and audit procedures
• Ensure compliance with Hilton brand standards, safety and security procedures, and all hotel policies
• Prepare weekly schedules and manage labor costs in line with occupancy and budget
• Communicate effectively across departments through daily stand-ups, shift notes, and leadership meetings
• Support the General Manager with special projects and property initiatives as needed

What We're Looking For

• 2+ years of front office or front desk supervisory experience in a hotel environment
• Strong leadership and coaching skills with a track record of developing team members
• Excellent communication, problem-solving, and guest service skills
• Ability to remain calm and professional under pressure and handle guest concerns with empathy and sound judgment
• Proficiency with hotel property management systems and Microsoft Office
• Flexible availability, including mornings, evenings, weekends, and holidays
• Ability to stand for extended periods and lift up to 25 pounds

Nice to Have

• Prior experience with Hilton brands and the PEP property management system
• Experience in a full-service or premium hotel environment
• Familiarity with Hilton Honors loyalty program standards and recognition requirements

Compensation & Benefits

• Salary: USD 17 - 19 per hour