Embassy Suites Blue Ash is seeking an experienced and guest-focused Front Office Manager to lead our front desk operations. As the face of the hotel, our front office team sets the tone for every stay, from arrival through our complimentary evening reception and cooked-to-order breakfast. The Front Office Manager is responsible for delivering a warm, polished, and consistent guest experience while leading, coaching, and developing a high-performing front desk team.

This is a hands-on leadership role for someone who takes pride in service culture, thrives in a full-service, premium environment, and wants to make a visible impact on guest satisfaction, loyalty, and team morale. The Front Office Manager reports directly to the General Manager and plays a key role in the hotel's leadership team.

• Lead all front office operations, including front desk, guest services, and PBX, across all shifts
• Recruit, train, schedule, coach, and develop front desk team members, building a culture of hospitality, accountability, and pride in the guest experience
• Serve as Manager on Duty as scheduled and act as a visible leader in the lobby and atrium during peak arrival and departure periods
• Ensure smooth, efficient check-in and check-out processes and proper handling of Hilton Honors member recognition and benefits, including Diamond and Gold tier expectations
• Own guest satisfaction scores for arrival, departure, and overall service, and lead action plans to improve performance
• Resolve guest concerns promptly and professionally, empowering team members to handle service recovery in the moment
• Manage room inventory, upsell programs, group arrivals, and coordination with housekeeping and maintenance on room readiness
• Oversee cash handling, billing accuracy, folio adjustments, and adherence to accounting and audit procedures
• Ensure compliance with Hilton brand standards, safety and security procedures, and all hotel policies
• Prepare weekly schedules and manage labor costs in line with occupancy and budget
• Communicate effectively across departments through daily stand-ups, shift notes, and leadership meetings
• Support the General Manager with special projects and property initiatives as needed

Required

• 2+ years of front office or front desk supervisory experience in a hotel environment
• Strong leadership and coaching skills with a track record of developing team members
• Excellent communication, problem-solving, and guest service skills
• Ability to remain calm and professional under pressure and handle guest concerns with empathy and sound judgment
• Proficiency with hotel property management systems and Microsoft Office
• Flexible availability, including mornings, evenings, weekends, and holidays
• Ability to stand for extended periods and lift up to 25 pounds

Preferred

• Prior experience with Hilton brands and the PEP property management system
• Experience in a full-service or premium hotel environment
• Familiarity with Hilton Honors loyalty program standards and recognition requirements

Founded in 2005, Rolling Hills Hospitality operates 19 hotel properties with a central focus on exceeding the expectations of its guests. Rolling Hills Hospitality has positioned itself as one of the premier hotel development and management firms in the region by embodying high operational standards while achieving a simplicity that can be applied to any business model. Through our management agreements, we are responsible for hiring, training, and leading over 300 employees throughout the Ohio Valley. Rolling Hills Hospitality currently maintains upstanding relationships with the nation’s top hotel companies, including Marriott, Hilton, IHG, and Hyatt. Built on the principle of “if we take care of our employees, then our employees will take care of our guests,” our goal is to create a fun working environment for our employees so that we are positioned for growth and excitement for years to come.