Lead the Guest Experience Across Two Distinct Brands

We are seeking an experienced, energetic, and service-focused Front Office Manager to join our team at a dynamic dual-brand hotel property. This is an exciting opportunity for a hospitality professional who thrives in a fast-paced environment and understands how to balance the unique service standards, guest expectations, and operational needs of two hotel brands under one roof.

The Front Office Manager will oversee daily front office operations, lead and develop the guest services team, and ensure every guest receives an exceptional experience from arrival through departure.

• Lead and oversee all front office operations for both hotel brands.

• Ensure consistent compliance with each brand's standards, policies, and service expectations.

• Recruit, train, coach, schedule, and motivate front office team members.

• Create a welcoming, professional, and service-oriented environment for guests and employees.

• Monitor guest satisfaction, reviews, and service recovery opportunities.

• Handle escalated guest concerns with professionalism, empathy, and sound judgment.

• Oversee check-in, check-out, room assignments, billing, reservations, and daily front desk procedures.

• Work closely with Housekeeping, Maintenance, Sales, and other departments to ensure seamless hotel operations.

• Monitor occupancy, arrivals, departures, VIPs, groups, and special requests.

• Maintain accurate cash handling, billing, and front office records.

• Analyze operational performance and identify opportunities to improve efficiency and profitability.

• Conduct regular training and coaching to maintain high service standards.

• Support the General Manager and leadership team with hotel-wide initiatives and operational projects.

• Serve as a visible leader and role model for exceptional hospitality.

• 3+ years of progressive front office or hotel operations management experience, preferably in a full-service, select-service, or dual-brand hotel environment.

• Strong knowledge of front office procedures, hotel systems, and guest service operations.

• Previous supervisory or management experience with the ability to lead a diverse team.

• Excellent communication, problem-solving, and organizational skills.

• Ability to remain calm and effective in a fast-paced, high-volume environment.

• Strong understanding of guest recovery and conflict resolution.

• Demonstrated ability to coach, develop, and hold team members accountable.

• Proficiency with hotel property-management systems and common office software.

• Flexible availability, including weekends and holidays, as needed.

• A genuine passion for hospitality and creating memorable guest experiences.

Retreat Hotels & Resorts is a hotel owner, operator, and management company with a growing portfolio of award-winning properties across the East Coast. We are committed to delivering exceptional guest experiences while creating rewarding career opportunities for our associates.

Our success is built on strong relationships, integrity, and a dedication to excellence in everything we do.

What We Offer

• Competitive pay
• Paid time off
• Health, dental, and vision benefits (for eligible associates)
• Hotel discounts
• Growth and advancement opportunities