Front Office Manager

Manage front desk operations at a Lenexa, KS hotel, leading guest services, team performance, and financial accuracy across daily and end-of-month workflows.

• Front Desk & Guest Services Operations: Oversee day-to-day Front Desk activities including check-in, check-out, room assignments, and guest registration
• Arrivals & Guest Preferences: Review daily arrivals and ensure guest preferences and special requests are fulfilled
• Room Assignment & Billing Accuracy: Audit room assignments and routing/billing to ensure accuracy and compliance with brand and company standards
• Night Audit Support: Review and correct, as necessary, work generated by the night auditor
• Inventory & PMS Proficiency: Maintain proficiency in room inventory management within the Property Management System (PMS)
• Systems & Equipment: Monitor and maintain front office systems and equipment
• Accounts Receivable: Manage accounts receivable and oversee billing adjustments
• Policies & Service Standards: Establish and enforce department policies, procedures, and front office service standards
• Team Leadership: Customarily and regularly direct the work of front office employees
• Scheduling: Develop and/or review front office schedules with GM/AGM to maintain productivity aligned with budget goals and business levels
• Hiring & Talent Selection: Recruit, interview, and select candidates for front desk positions; make hiring recommendations
• Coaching, Mentoring & Evaluation: Train, coach, mentor, and evaluate team members throughout the employment lifecycle
• Performance Management: Conduct performance evaluations with GM/AGM
• Disciplinary Actions: Provide coaching, counseling, and disciplinary actions, including recommendations for termination
• Meetings: Conduct regular one-on-one meetings and team meetings
• Standards Compliance: Ensure compliance with uniform, grooming, attendance, and conduct standards
• Staffing Coverage & Shortages: Resolve staffing shortages and proactively plan for workforce needs
• Manager on Duty: Serve as Manager on Duty (MOD) as assigned
• Guest Problem Resolution: Use discretion and independent judgment to resolve guest complaints and service failures
• Guest Satisfaction Metrics: Oversee front desk guest satisfaction metrics and implement corrective action plans
• Feedback Monitoring: Review and respond to guest feedback platforms including Medallia, Guest Love, and third-party outlets
• Loyalty & Guest Experience: Lead implementation of loyalty and guest experience initiatives within the department
• Labor & Productivity: Monitor departmental labor costs and productivity metrics
• Payroll Accuracy Support: Assist GM/AGM of payroll accuracy and minimize edits
• Month-End Reporting Support: Assist with end-of-month reporting including tax-exempt reports, invoice coding, and monthly deposit reporting
• Cash Handling Compliance: Safeguard cash handling and billing compliance procedures
• Cross-Department Coordination: Partner with other department leaders for seamless guest experiences
• Hotel Leadership Involvement: Participate in hotel-wide initiatives and leadership meetings
• Operational Goals: Support overall operational performance goals
• Coverage & Peak Period Support: Assist with front desk coverage aligned to budgeted hours and during peak periods or staffing shortages
• Emergency Staffing Support: Assist other hotel departments during staffing shortages or emergencies
• Administration: Complete routine administrative tasks

Requirements

• Education: Four-year college degree or equivalent education/experience
• Experience: 2-3 years of experience in a related position with KWB or other Hotel Companies
• Policy Knowledge: Knowledge of discipline-specific KWB policies, procedures, and services, plus general knowledge of other hotel departments
• Management Skills: Supervision/management skills
• Guest Relations: Ability to achieve positive guest relations and maximize guest satisfaction
• Communication: Ability to communicate in English; second language desirable
• Transactions: Ability to handle cash and credit transactions
• Compliance: Ability to enforce all company rules and SOPs
• Team Supervision: Supervise 2-12 associates
• Training (if required): Minimal supplemental Management training classes may be required

Schedule & Availability

• Hours: 40-50 hours over a five-day period
• Shifts: Day or evening shift depending on business demands/needs, including weekends and holidays
• Availability: Anytime availability to work any shift; primarily an evening and weekend job
• Coverage: Cover call-ins and cover requests for time-off shifts

Technologies

• Property Management System (PMS)
• Medallia
• Guest Love

Travel

• Minimal; may be required to attend supplemental Management training classes