Front Office Manager – Candlewood Suites

Job Summary
The Front Office Manager ensures exceptional guest service standards during all points of contact, including arrival, departure, and in-house experiences. This role oversees front desk operations through effective training, staffing, supervision, and supply management while proactively monitoring guest service scores, feedback, and brand compliance.

Experience & Qualifications

• Minimum 2 years of front desk leadership experience.

• Hyatt systems experience preferred (Opera, Colleague Advantage).

• High school diploma or equivalent required; Associate’s degree or higher preferred.

• Proficiency in PMS systems, computer literacy, and financial management.

• Strong knowledge of loyalty programs, cash/credit handling, and hospitality law.

• Excellent communication skills, both written and verbal, with the ability to manage conflict with patience, tact, and diplomacy.

• General knowledge of local attractions and transportation.

Core Responsibilities

People & Training

• Foster a positive work environment that supports growth and development for all team members.

• Provide hands-on training and ensure all employees complete brand-required certifications.

• Encourage cross-training across hotel departments for full operational understanding.

• Promote a culture of respect, teamwork, and professional growth.

Guest Service & Communication

• Ensure seamless communication and follow-up on guest needs, VIP upgrades, and group arrivals.

• Monitor guest feedback (SALT, surveys, reviews) and ensure timely follow-up per brand guidelines.

• Maintain lobby, PBX, and front office areas at all times in alignment with cleanliness and presentation standards.

• Deliver service levels that meet or exceed brand averages, targeting continuous improvement.

Operations & Financial Controls

• Manage departmental expenses and labor within forecasted budgets; control overtime.

• Implement resource allocation plans and monitor labor reports for efficiency.

• Contribute to revenue maximization through upselling, loyalty enrollments, and sell-out efficiency.

• Support QA inspections, brand audits, and ensure compliance with all brand and franchise standards.

Safety & Compliance

• Certify team members in required safety procedures and emergency protocols (CPR, evacuation, fire panel, shut-off valves, etc.).

• Conduct regular safety checks, including shuttle operations.

• Ensure compliance with federal, state, and local employment and workplace safety laws.

Leadership & Administration

• Act as Manager on Duty as scheduled.

• Interview, hire, train, coach, evaluate, and discipline front office staff.

• Conduct performance reviews in a timely manner.

• Prepare forecasts, reports, and assist in budget development.

• Coordinate with other hotel departments to ensure smooth operations and guest satisfaction.

• Maintain AAA and brand quality standards.

Physical Demands & Work Environment

• Ability to stand and walk for extended periods (75%+ of shift).

• Some lifting may be required.

• Flexibility to work varying schedules, including nights, weekends, and holidays based on business needs.

• Attendance at scheduled meetings and training sessions is required.

Other Requirements

• Ability to make quick, sound business decisions with good judgment.

• Strong organizational skills and ability to prioritize in a fast-paced environment.

• Demonstrated ability to build strong relationships with guests, employees, and sales teams.

• Commitment to maintaining brand reputation and guest satisfaction at the highest level.

Equal Opportunity Statement

Blue Sky Hospitality Solutions is an Equal Opportunity Employer. We evaluate all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status.

Acknowledgment

I have reviewed and understand the responsibilities and requirements outlined above. I accept and agree to perform the duties of this position.