Front Office Manager

Who this job will appeal to

As an ambassador of OTH’s Unscripted Culture at The Whitehall Houston, the Front Office Manager plays a crucial role in setting the tone for an exceptional guest experience and upholding the standards of our brand. The Front Office Manager is responsible for overseeing all aspects of the Front Office operation, ensuring the highest levels of guest satisfaction, financial performance, and a collaborative work environment. This leadership position emphasizes operational excellence and commitment to OTH’s unique hospitality culture, emphasizing genuine care and personalized service at The Whitehall.

What you will be doing

Key Responsibilities:

• Leadership and Team Development: Supervise, train, and motivate the Front Office team (Front Desk, Concierge | Sotherly Host, and Guest Services) to perform at a high level consistently. Foster a positive and supportive environment where team members feel empowered to deliver exceptional service in line with Our Town Hospitality’s values.

•  Ambassadorship of OTH Culture: Be a passionate ambassador for the Unscripted Hospitality Culture by leading by example and promoting OTH’s commitment to warm, authentic, and personalized service for every guest.

• Guest Experience: Resolve guest issues promptly and professionally, ensuring that every guest interaction aligns with OTH’s promise of memorable and enriching experiences. Ensure that all Front Office functions, including concierge and guest services, meet the highest service delivery standards.

• Financial Oversight: Participate in monitoring and managing the budget for the Front Office, including payroll and other operational expenses. Control costs and implement strategies to optimize financial performance while maintaining high service standards.

• Manager on Duty (MOD) Role: Take on Manager on Duty shifts and assign shifts to Assistant Front Office Managers to ensure seamless operations at all times.

• Communication and Collaboration: Develop and maintain open lines of communication between the Front Office and other departments to ensure smooth and effective operations across the property.

• Staff Scheduling and Oversight: Effectively manage staff schedules to align with daily occupancy, guest arrivals, and departures, ensuring adequate coverage at all times. Delegate tasks equitably among staff to ensure efficiency and teamwork.

• Employee Relations: Handle coaching, counseling, and disciplinary action as necessary, ensuring that all employees adhere to OTH’s culture and standards. Foster a work environment based on respect, collaboration, and professional growth.

• Special Requests and Group Management: Ensure all group rooming lists are accurate and coordinate special requests to guarantee seamless experiences for group guests.

The ideal candidate for this position

Qualifications:

•Education: High school diploma or equivalent required. A four-year college degree, preferably in hospitality management, is preferred.

•Experience: A minimum of two years of management experience in Front Office or Reservations.

Skills:

• Proficiency with Front Office computer systems, Opera Cloud preferred, and problem-solving capabilities.
• Strong leadership and interpersonal skills to motivate and engage a diverse team.
• Exceptional communication and organizational skills.
• Pleasant phone demeanor with a strong customer service orientation.

At OTH, we are not just about providing a service – we are about creating lasting impressions, fostering meaningful relationships, and offering a hospitality experience that feels personal and real. As the Front Office Manager, you will play a key role in helping us live out our Unscripted Hospitality Culture daily, ensuring that each guest and team member feels seen, valued, and cared for.

OTH Hotels & Resorts is an equal-opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. 

OTH at The Whitehall Houston makes hiring decisions based solely on qualifications, merit, abilities, and current business needs.

Individual compensation packages are based on various factors unique to each candidate, including skill set, experience, qualifications, and location.