Front Office Manager

Job Summary

 The Fairfield Inn & Suites is hiring a Front Office Manager to lead our Guest Service Department! This role is responsible for the overall successful daily operation and performance of the Guest Services team while creating exceptional guest experiences. We’re looking for a positive, dependable leader with strong customer service skills who thrives in a fast-paced environment. Weekend and holiday availability is required. 

Responsibilities and Duties

Essential Functions:

•  Lead, inspire, and support an amazing Front Office team through coaching, training, scheduling, and daily encouragement while creating a positive and energetic work environment. 
• Help drive the hotel’s success by managing labor, budgets, inventory, and revenue strategies with a focus on growth and guest satisfaction. 
• Create memorable guest experiences by encouraging upselling opportunities, building guest connections, and maximizing occupancy. 
• Mentor team members, celebrate wins, provide feedback, and help everyone grow both personally and professionally. 
• Keep operations running smoothly by overseeing reservations, forecasting, supplies, and front office systems. 
• Ensure guest billing and transactions are handled accurately, securely, and with professionalism. 
• Serve as a communication champion by supporting PBX operations and helping lead calmly and confidently during emergency situations. 
• Communicate clearly and positively with guests and team members to create a welcoming and solution-focused atmosphere. 
• Deliver exceptional hospitality by ensuring every guest receives prompt service, personal attention, and a warm welcome. 
• Take time to connect with guests, resolve concerns with care, gather feedback, and continuously elevate the guest experience.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions. The time spent performing each function will be determined by the particular requirements of the hotel.

•  Help ensure our guests enjoy a clean, welcoming, and comfortable stay by conducting guest room and public area inspections and quickly addressing any opportunities for improvement. 
• Jump in and support daily front desk operations, including guest check-in/check-out and creating positive guest interactions throughout the day. 
• Be a team player by assisting with front desk coverage during breaks and supporting teammates whenever needed. 
• Handle special guest requests with professionalism, positivity, and a hospitality-first mindset. 
• Embrace the exciting and ever-changing pace of the hospitality industry with flexibility to work varying schedules based on hotel business needs. 
• Take pride in helping create an outstanding guest experience from arrival to departure while keeping operations running smoothly behind the scenes.

 In hospitality, no two days are ever the same — and that’s part of the fun! Team members should be flexible and ready to jump into varying schedules, including weekends and holidays, as we work together to create exceptional guest experiences whenever our guests need us most. 

Qualifications and Skills

• Considerable knowledge of computer systems for registration, reservations and backup systems.
• Above average mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
• Ability to read, write, speak and understand the English language to communicate with employees and guests.
• Thorough organizational and supervisory skills, proficient in accomplishing all tasks.
• Ability to develop subordinates to enhance advancement in the hotel and corporation.
• Ability to analyze statistical data and make decisions accordingly.
• Ability to effectively interact with internal and external customers, some of whom will require a high level of patience, tact and diplomacy, to defuse anger, collect accurate information and resolve conflicts.
• Comparable hotel size and scope of experience preferred.

Benefits: Golder Hospitality is committed to providing a comprehensive benefits plan that offers your choices for Medical, Dental and Life Insurance program gear to your needs as well as Vacation/Sick/Holiday Pay/Travel discounts. A management Bonus program is also available to you.