The Front Office Manager owns the guest experience from reservation to checkout and leads the front desk, guest services, and night audit teams. Reporting to the General Manager, you will set the standard at the desk, coach supervisors and agents every shift, and turn guest feedback into fixes that stick.

This is a hands-on role. You will be visible in the lobby during peak arrivals, on the floor during sports weekends, and in the numbers every morning.

Lead the team

• Hire, train, schedule, and coach front desk agents, supervisors, and night auditors

• Build schedules around occupancy forecasts and manage labor to budget

• Hold daily pre-shift huddles and run regular one-on-ones with supervisors

• Empower the team to own service recovery on the spot

Deliver the guest experience

• Ensure smooth check-in and check-out, especially during high-volume group arrivals

• Coordinate youth sports and corporate group blocks, rooming lists, and arrivals with Sales

• Drive Hilton Honors enrollment and recognize Honors members according to brand standards

• Respond to guest concerns in person and online, and follow up until they are resolved

• Monitor guest satisfaction scores and review comments, and act on trends

Run the operation

• Manage room inventory, room assignments, upgrades, and overbooking situations

• Partner daily with Housekeeping and Engineering on room readiness and out-of-order rooms

• Oversee night audit, cash handling, bank counts, and credit and billing accuracy

• Maintain Hilton brand standards, SOPs, and front office systems

• Support the Manager on Duty rotation, including some evenings, weekends, and holidays

• 2+ years of front office supervisory or management experience in a full-service, upper upscale, or upscale hotel
• Experience with a major brand PMS (Hilton PEP preferred; Marriott, IHG, or Hyatt systems welcome)
• A track record of improving guest satisfaction scores and coaching a team to higher standards
• Comfort with forecasting, labor scheduling, and basic P&L accountability
• Calm, clear judgment during busy arrivals and guest escalations
• Strong written communication, including responding to guest reviews and emails
• Availability for a flexible schedule that includes evenings, weekends, and holidays
• Hospitality or business degree preferred; equivalent experience considered

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.