JW Marriott Front Office Manager 

Job Summary

The Front Office Manager is responsible for overseeing the day-to-day operations of guest reception, reservations, and telephone services while ensuring exceptional guest satisfaction and operational efficiency.

This role works closely with the Director of Front Office to support front office operations, uphold service standards, and drive team performance. The Front Office Manager provides leadership coverage across shifts, supports the development of front office supervisors and associates, and ensures seamless execution of daily operations in alignment with JW Marriott luxury standards.

Essential Functions and Duties

• Ensure guests are greeted, checked in, and allocated rooms promptly and courteously

• Oversee adherence to check-in procedures, ensuring accurate guest details and billing information are obtained

• Address guest concerns and resolve issues promptly to ensure a high level of guest satisfaction

• Support daily front office operations, including front desk, guest services, and coordination with housekeeping

• Partner with the Director of Front Office to execute operational priorities and maintain service standards

• Provide leadership coverage across AM/PM shifts to ensure consistency in operations

• Support, coach, and develop Front Office Supervisors and team members

• Ensure all guest charges are accurately posted and maintained

• Monitor and support adherence to credit control procedures and daily balancing

• Oversee efficient and seamless check-out procedures

• Ensure cleanliness, organization, and presentation of all front-of-house areas, including the lobby and entrance

• Facilitate effective communication between front office, reservations, housekeeping, and other departments

• Assist in monitoring departmental performance, including service quality and operational efficiency

• Conduct performance discussions and support training and development initiatives for front office staff

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.

Required Experience, Education, and Skills

• 3+ years of front office leadership experience in a full-service or luxury hotel environment

• Strong leadership and team development skills, with the ability to motivate and coach team members

• Proven ability to manage daily operations in a fast-paced, guest-focused environment

• Proficiency in property management systems and front office operations

• Strong organizational and multitasking abilities

• Excellent communication skills, both verbal and written

• Ability to resolve guest concerns professionally and efficiently

• Solid understanding of front office procedures, including check-in/check-out, billing, and room inventory management

Work Environment

• Primarily an indoor role within the front office, lobby, and guest areas

• Requires standing and walking for extended periods

• Ability to lift and carry up to 20 lbs occasionally

• Flexible schedule, including evenings, weekends, and holidays, based on operational needs

Other Duties

Please note this job description is not intended to cover all activities, duties, or responsibilities required for this role. Duties may change at any time with or without notice.