Front Office Manager

The Front Office Manager leads the front desk and guest services team at Lively Hotel at OAK in Oklahoma City, OK. This onsite role centers on delivering strong guest satisfaction outcomes while supporting hotel brand standards through effective staffing, communication, and issue resolution.

Key Responsibilities

• Welcome arriving guests and manage the hotel arrival and check-in experience, ensuring special requests are handled and information is captured accurately.
• Communicate with guests in a purposeful, rapport-building manner to understand expectations and identify needs that may not have been clearly stated.
• Engage with guests by phone or electronic communication in alignment with hotel brand standards to support guest satisfaction.
• Promote hotel loyalty programs, encourage participation, and recommend special rate packages and upgrades when appropriate.
• Coordinate with other hotel departments to ensure timely and accurate delivery of guest expectations, fulfillment of needs, and resolution of challenges.
• Listen to guests, show empathy, solicit feedback when needed, and take action on guest concerns.
• Maintain professionalism at all times in accordance with hotel brand and company expectations.
• Know and communicate hotel emergency procedures, and inform and assist guests during emergencies.
• Use the hotel communication log and verbal or electronic methods to relay pertinent information to associates and supervisors.
• If applicable, maintain house bank balance and security, and accurately log all transactions.

Required Qualifications

• 2+ years of customer service experience, preferably in Hospitality or a related industry.
• High School diploma or equivalency education certificate required.
• Excellent verbal and written communication skills.
• Must be able to speak, read, and write in the primary language used in the workplace.
• Ability to work 8+ hours per day at a standing desk/computer, standing and walking frequently throughout the workday.
• Ability to lift, lower, and maneuver up to 30 pounds occasionally.

Compensation

USD 50,000 - 55,000 per year

Benefits

• Insurance enrollment available from DAY 1!
• Paid time off available from DAY 1!
• Holiday pay available from DAY 1!
• 401(k) enrollment after 30 days!
• Hotel and travel discounts at worldwide destinations!
• Professional development and promotion opportunities!