Front Office Manager in Madison, Wisconsin at Great Lakes Management Group

Front Office Manager

GLMG Hotels

Great Lakes Management Group (GLMG Hotels) is seeking an experienced and service-driven Front Office Manager to lead front desk operations and deliver exceptional guest experiences.

The Front Office Manager is responsible for overseeing front desk operations, guest satisfaction, team leadership, and daily hotel operations. This role ensures guests receive outstanding service while maintaining operational efficiency and brand standards.

At GLMG Hotels, we believe Every Guest Matters and Every Team Member Matters, and our leaders bring this culture to life through our Anchors for Success hospitality philosophy.

Key Responsibilities

Front Office Operations

• Manage daily front desk operations including check-in, check-out, reservations, and guest services
• Ensure smooth and efficient front desk workflow and staffing
• Monitor room inventory, occupancy levels, and daily arrivals/departures
• Ensure compliance with brand standards and hotel policies

Guest Satisfaction & Hospitality

• Deliver exceptional guest service and hospitality
• Monitor and respond to guest satisfaction surveys and online reviews
• Handle guest concerns and implement effective service recovery
• Maintain a welcoming and professional lobby environment

Team Leadership

• Supervise and support Guest Service Associates and Night Auditors
• Train and coach team members on service standards and procedures
• Create team schedules and manage front office staffing levels
• Foster a positive and collaborative team culture

Hotel Operations Support

• Communicate daily with Housekeeping and Maintenance teams regarding room readiness
• Review daily operational reports including arrivals, departures, and occupancy
• Ensure proper completion of front desk reports and cash handling procedures

Qualifications

• 2–4 years of hotel front desk or hospitality management experience
• Prior experience as Front Desk Supervisor, Front Office Manager, or Hotel Operations Supervisor
• Strong leadership and customer service skills
• Experience with hotel property management systems (HotelKey, OnQ, FOSSE, Opera, or similar PMS)
• Ability to multitask in a fast-paced hotel environment
• Flexible availability including evenings, weekends, and holidays

Preferred Qualifications

• Degree in Hospitality Management or Business Administration
• Experience working with Hilton, Marriott, or IHG brand standards

Why Join GLMG Hotels

• Opportunity to grow with a dynamic and expanding hotel management company
• Supportive leadership team focused on career development
• Work in a collaborative hospitality environment
• Advancement opportunities across our multi-property hotel portfolio