Front Office Manager

About the role

Pacific Hospitality Group provides a unique value proposition to investors and team members through our owner/operator approach. We are a family focused company committed to long term holds that enable us to grow our business and our team members. Our vision is to enrich people's lives by offering memorable experiences, giving back to our communities and honoring God in all that we do. We are focused on long-term value creation and sustainable growth.

Our Guiding Principles

Integrity, Compliance, Value Creation, Principled Entrepreneurship, Customer Focus, Knowledge, Change, Humility, Respect, & Fulfillment

What You Will Accomplish

The Front Office Manager supports the Director of Rooms in leading daily Front Office operations and delivering an exceptional guest experience. This role provides a consistent leadership presence, with a primary focus on PM and evening operations, while ensuring Front Desk standards, procedures, and service expectations are consistently maintained.

The Front Office Manager serves as an operational leader for the Front Desk team, providing real-time coaching, resolving guest concerns, supporting service recovery, and ensuring effective communication and handoffs between AM, PM, and overnight teams. This position works closely with Housekeeping, Engineering, Reservations, and other hotel departments to ensure seamless operations and memorable guest experiences.

Position Overview

Front Office Operations and Leadership

• Lead PM and evening Front Office operations, providing a consistent management presence during assigned shifts.
• Direct daily Front Desk operations, set priorities, monitor workflow, and follow up on operational needs and departmental goals.
• Oversee guest check-in and checkout, reservations, billing, room assignments, inventory and availability, upgrades, and guest requests.
• Monitor lobby activity, presentation, and the overall guest experience; maintain service and operational standards throughout the shift.
• Ensure effective communication, shift notes, and operational handoffs among AM, PM, and overnight teams.
• Perform Manager on Duty responsibilities as assigned and respond appropriately to emergencies and unusual incidents.
• Coordinate with Housekeeping, Engineering, Reservations, Food and Beverage, Security, and other departments to resolve issues and support seamless operations.
• Support night audit, daily reconciliation, and review of discrepancies as needed.

Guest Experience and Service Recovery

• Serve as an escalation point for guest concerns, complaints, and special requests; resolve issues promptly and professionally.
• Anticipate guest needs and ensure follow-through on requests, preferences, special occasions, and commitments made by the Front Office team.
• Monitor guest feedback and support service improvements that strengthen satisfaction, loyalty, and positive reviews.
• Ensure in-person, telephone, and digital communications reflect a courteous, clear, and professional service approach.
• Review service trends and operational concerns, identify recurring issues, and recommend practical improvements.

Team Leadership, Training and Accountability

• Lead, motivate, coach, and support Front Desk team members during assigned shifts; model professional conduct and guest service.
• Provide timely, specific feedback and coaching to reinforce service, accuracy, and operational expectations.
• Support hiring, onboarding, training, scheduling, recognition, and performance development for Front Office team members.
• Partner with the appropriate leaders on employee accountability, performance documentation, attendance, and development.
• Reinforce departmental policies, procedures, attendance expectations, appearance standards, and service requirements.
• Promote a positive, respectful, and collaborative work environment; ensure team members receive required training and communications.

Procedures, Systems and Administrative Support

• Monitor consistent execution of check-in and checkout, payment collection and authorization, reservation notes and guest profiles, folio accuracy and distribution, guest communication and follow-up, upgrades, and transaction controls.
• Maintain accurate guest, reservation, billing, shift, and communication records; complete required reports and operational follow-up.
• Support the proper use of Front Office systems, including HMS Infor, Canary, Revinate, HotSOS, and Workday; help team members follow approved procedures.
• Monitor Front Office systems and equipment and report maintenance or performance issues promptly.
• Protect guest information and follow applicable payment-card, cash-handling, security, safety, emergency, and workplace requirements.

Revenue, Financial and Departmental Results

• Identify appropriate room upgrade and other revenue opportunities while keeping recommendations guest-focused.
• Monitor labor and operating costs, work within approved budgets, and support the department's financial goals.
• Review reports and operating information related to guest satisfaction, occupancy, revenue, room availability, and business trends; act on findings and share relevant updates with leadership.
• Oversee accurate cashiering, billing adjustments, account transfers, write-offs, disputes, and reconciliations in accordance with approved controls.

Great If you have

• Front Office, Front Desk, Guest Services, or hotel operations experience required; previous supervisory or leadership experience strongly preferred 2 years in role.
• Experience in a luxury, full-service, resort, upscale, high-volume, or similar hospitality environment preferred.
• Strong knowledge of Front Office operations, reservations, room inventory, billing, cashiering, guest relations, and service recovery.
• Experience with hotel property management systems required; experience with HMS Infor or a similar PMS preferred.
• Familiarity with Canary, Revinate, HotSOS, and Workday is an advantage.
• Demonstrated ability to lead, coach, train, and develop employees in a fast-paced environment.
• Sound problem-solving and decision-making skills; ability to remain composed and professional when addressing guest or operational concerns, high-volume periods, or emergencies.
• Excellent verbal and written communication skills, including telephone and guest communication etiquette; strong interpersonal and conflict-resolution skills.
• Strong organization, attention to detail, time management, and ability to handle multiple priorities.
• Financial and numerical skills sufficient to review reports, monitor expenses, reconcile transactions, and address routine discrepancies.
• Proficiency with standard computer applications, including Microsoft Office.
• Knowledge of applicable safety, security, payment-card, cash-handling, and emergency procedures.
• Bilingual or multilingual communication skills preferred but not required.
• Degree or coursework in hospitality management, business, or a related field preferred; equivalent relevant experience may be considered.
• Experience supporting a hotel opening, developing procedures, loyalty programs, upselling, or guest-engagement initiatives is an advantage.

Physical requirements

• The Front Office Manager is a hands-on leader who is visible during assigned shifts and balances guest service, team leadership, and operational accountability.
• The role requires sound independent judgment, consistent follow-through, and clear support of departmental priorities, particularly during PM and evening operations.
• Success depends on strong leadership, attention to detail, and a commitment to positive experiences for guests and team members.

• Available to work a flexible schedule that may include evenings, weekends, holidays, and shifts based on business needs.
• Ability to perform front office work that includes extended periods of standing or walking, computer and telephone use, and frequent communication with guests and team members.
• This policy applies to all terms and conditions of employment including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.