Front Office Manager (47828)

CoCo Key Hotel & Water Resort Orlando is seeking an experienced and guest-focused Front Office Manager to lead our Front Office team and ensure an exceptional experience for every guest from arrival through departure.

The Front Office Manager is responsible for overseeing daily front desk operations, developing team members, maintaining service standards, and ensuring the department operates efficiently while meeting guest and business expectations. The ideal candidate is a hands-on hospitality leader who enjoys being visible on the floor, developing employees, solving guest concerns, and creating a positive and efficient Front Office operation.

Key Responsibilities

- Oversee the daily operations of the Front Office, including guest services, check-in, check-out, reservations, and guest requests.

- Lead, coach, train, and develop Front Office team members to deliver consistent and professional guest service.

- Ensure front desk procedures and hotel standards are followed consistently.

- Monitor daily arrivals, departures, room availability, VIPs, special requests, and operational needs.

- Resolve guest concerns and complaints professionally and efficiently while protecting the guest experience and hotel interests.

- Review and monitor room assignments, upgrades, billing, deposits, payment procedures, and other front desk transactions.

- Work closely with Housekeeping to coordinate room status, priorities, and guest requests.

- Collaborate with Maintenance, Security, Waterpark Operations, Food & Beverage, and other departments to address guest and operational needs.

- Monitor front desk staffing levels and assist with scheduling to ensure appropriate coverage based on occupancy and business demands.

- Conduct department meetings, communicate hotel updates, and ensure important information is effectively shared with the team.

- Monitor employee performance, attendance, appearance, productivity, and adherence to company policies.

- Assist with hiring, onboarding, training, coaching, and performance management of Front Office employees.

- Review daily reports and operational information to identify issues and opportunities for improvement.

- Ensure accurate cash handling, credit card procedures, and compliance with hotel financial controls.

- Assist with night audit and other operational functions as needed.

- Maintain a visible management presence in the lobby and throughout the Front Office operation.

- Support hotel leadership with special projects, events, group arrivals, and other operational initiatives.

- Ensure compliance with company policies, safety procedures, and applicable hotel standards.

- Perform other duties as assigned by hotel leadership.

Qualifications

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- Previous Front Office or hotel management experience required.

- Previous supervisory or management experience in a hotel or resort environment preferred.

- Strong knowledge of front desk operations, guest services, reservations, and hotel procedures.

- Excellent communication, leadership, and problem-solving skills.

- Strong organizational skills and attention to detail.

- Ability to effectively manage multiple priorities in a fast-paced environment.

- Ability to coach, motivate, and hold team members accountable to established standards.

- Professional and guest-focused demeanor.

- Proficiency with hotel property management systems and standard computer applications preferred.

- Flexible availability, including weekends, holidays, and varying shifts based on business needs.