Front Office Manager/Lead (FT) in Lakewood Ranch, Florida at Zieg Hospitality Corporation

Job Summary

The Front Office Manager / Front Desk Lead is responsible for overseeing the daily operations of the front desk and ensuring exceptional guest service throughout the guest experience. This position supervises front desk associates, manages guest relations, coordinates reservations and room assignments, and supports revenue and operational goals. The Front Office Manager / Lead serves as a role model for service excellence while maintaining efficient front office operations and ensuring compliance with company standards and policies.

*Familiar with StayPMS

Essential Duties and Responsibilities
*Guest Service & Satisfaction
*Provide exceptional customer service and create a welcoming environment for all guests.
*Resolve guest concerns, complaints, and service recovery situations promptly and professionally.
*Ensure smooth check-in and check-out experiences.
*Maintain a strong presence in the lobby and interact with guests to ensure satisfaction.
*Monitor guest feedback and online reviews and assist with implementing service improvements.

Front Desk Operations
*Oversee daily front desk operations, including arrivals, departures, reservations, and room assignments.
*Ensure accurate guest registration, billing, and payment processing.
*Monitor room inventory, occupancy levels, and special guest requests.
*Coordinate with housekeeping and maintenance departments to ensure room readiness and guest satisfaction.
*Maintain compliance with hotel policies, procedures, and brand standards.
*Team Leadership
*Train, coach, and mentor front desk staff.
*Assist with hiring, onboarding, scheduling, and performance management.
*Conduct shift briefings and communicate operational updates.
*Foster a positive and productive team environment.
*Lead by example through professionalism, accountability, and guest-focused service.

Revenue Management & Sales Support
8Maximize room revenue through effective rate management and upselling opportunities.
*Monitor daily occupancy, ADR, and revenue performance.
*Assist with inventory management and rate strategy implementation.
Promote hotel amenities, loyalty programs, and local attractions.
*Ensure proper handling of reservations and group bookings.
*Administrative Responsibilities
*Prepare and review daily reports, audit information, and operational documentation.
*Manage cash handling procedures and ensure accurate accounting practices.
*Maintain guest records and ensure confidentiality of information.
*Assist with monthly reporting and departmental performance tracking.

Safety & Compliance
*Ensure compliance with safety, security, and emergency procedures.
*Respond appropriately to emergencies and guest incidents.
*Maintain knowledge of local regulations and company policies.
*Ensure front desk staff adhere to all operational and legal requirements.

Qualifications
*High school diploma or equivalent required; associate's or bachelor's degree in *Hospitality Management or related field preferred.
*Minimum 2–3 years of hotel front desk experience.
*Previous supervisory or leadership experience preferred.
*Strong customer service, communication, and conflict-resolution skills.
*Experience with hotel property management systems (PMS).
*Proficiency in Microsoft Office applications.
*Strong organizational and multitasking abilities.

Preferred Skills
*Knowledge of hotel revenue management principles.
*Experience with brand standards and guest loyalty programs.
*Ability to lead and motivate a diverse team.
*Strong problem-solving and decision-making capabilities.
*Excellent attention to detail and accuracy.
*Physical Requirements
*Ability to stand and walk for extended periods.
*Ability to occasionally lift up to 25 pounds.
*Ability to work a flexible schedule, including evenings, weekends, and holidays.
*Ability to respond quickly to operational and guest service needs.
*Key Performance Indicators (KPIs)
*Guest Satisfaction Scores (GSS)
*Online Review Ratings
*Front Desk Service Standards Compliance
*Upsell Revenue and Ancillary Sales

Employee Retention and Team Performance
*Check-In/Check-Out Efficiency
*Reservation Accuracy
*Revenue and Occupancy Goals
*Work Schedule
*Full-time position.
*Flexible schedule including mornings, evenings, weekends, and holidays as required by business needs.
*May be required to cover shifts during staffing shortages or peak occupancy periods.
Equal Opportunity Employer

We are an equal opportunity employer committed to fostering a diverse and inclusive workplace. Employment decisions are based on qualifications, merit, and business needs.