Front Office Manager

Description

Join Our Leadership Team! Four Points by Sheraton Tampa Airport Westshore, managed by StepStone Hospitality, is seeking an experienced, energetic, and hands-on Front Office Manager (FOM) to lead our Front Office team.

We are looking for a hospitality professional who understands the importance of exceptional guest service, strong team leadership, accountability, and operational excellence. The ideal candidate will have Marriott brand experience and working knowledge of the LightSpeed Property Management System (PMS) and be comfortable leading a busy hotel front desk operation. Bilingual English/Spanish is highly preferred.

Position Summary

The Front Office Manager is responsible for overseeing the daily operations of the Front Office and ensuring an exceptional experience for every guest from arrival through departure.

This is a hands-on leadership position. The Front Office Manager is expected to be visible in the operation, actively support the front desk team, assist guests, resolve concerns, provide coaching and training, and step into the operation when business demands require.

The FOM works closely with the General Manager and other department leaders to ensure Marriott brand standards, StepStone Hospitality expectations, guest satisfaction, associate engagement, and financial objectives are achieved.

Essential Responsibilities

• Oversee the daily operation of the Front Office, including Front Desk, Guest Services, and Night Audit functions.
• Provide visible, hands-on leadership to Front Office associates.
• Lead, coach, train, motivate, and develop Front Office team members.
• Ensure associates consistently deliver professional, welcoming, and personalized guest service.
• Maintain compliance with Marriott brand standards and StepStone Hospitality policies and procedures.
• Utilize LightSpeed PMS to effectively manage Front Office operations, reservations, room assignments, guest profiles, billing, reports, and other functions.
• Monitor guest arrivals, departures, special requests, VIPs, Marriott Bonvoy members, and group activity.
• Promote Marriott Bonvoy recognition and enrollment while ensuring members receive appropriate benefits.
• Respond promptly and professionally to guest concerns and service recovery opportunities.
• Follow up on guest feedback and identify opportunities to improve guest satisfaction.
• Monitor guest satisfaction scores and work with leadership to implement improvement strategies.
• Recruit, interview, onboard, train, and develop Front Office associates.
• Prepare and manage Front Office schedules based on occupancy, forecast, business demand, and budgeted labor expectations.
• Manage attendance, call-outs, shift coverage, and associate performance.
• Conduct regular departmental meetings, training, and coaching.
• Ensure proper cash handling, credit card procedures, deposits, adjustments, and Front Office controls are followed.
• Review daily reports, room inventory, occupancy, arrivals, departures, and operational needs.
• Work closely with Housekeeping to ensure room status accuracy and timely room availability.
• Coordinate with Engineering regarding guest room maintenance concerns and out-of-order rooms.
• Partner with Sales and Food & Beverage regarding groups, meetings, events, and VIP arrivals.
• Maintain effective communication between the Front Office and all hotel departments.
• Assist with payroll, timekeeping, scheduling, and labor management for the department.
• Monitor Front Office supplies and departmental expenses.
• Ensure the Front Office, lobby, and guest-facing areas are maintained in a professional and welcoming condition.
• Serve as Manager on Duty when assigned.
• Respond appropriately to emergencies and guest incidents in accordance with hotel procedures.
• Maintain confidentiality of guest, associate, and company information.
• Perform other duties and responsibilities as assigned by the General Manager.

Qualifications

• Previous Front Office leadership experience in a hotel environment required.
• Previous Front Office Manager, Assistant Front Office Manager, Front Desk Manager, or comparable supervisory experience preferred.
• Marriott brand experience strongly preferred.
• LightSpeed PMS experience strongly preferred.
• Bilingual in English and Spanish highly preferred.
• Strong knowledge of hotel Front Office operations and guest service standards.
• Experience supervising, coaching, and developing associates.
• Strong problem-solving and service recovery skills.
• Excellent verbal and written communication skills.
• Strong organizational and time-management skills.
• Ability to effectively manage multiple priorities in a fast-paced hotel environment.
• Experience with scheduling, labor management, payroll/timekeeping, and departmental controls preferred.
• Professional appearance and demeanor.
• Ability to work collaboratively with all hotel departments and leadership.

Schedule & Availability Requirements

Flexible availability is required for this management position.

The Front Office Manager must be available to work based on hotel business needs, including:

• Weekdays
• Weekends
• Holidays
• AM and PM shifts
• Early mornings and evenings
• Occasional overnight coverage when operationally necessary
• Manager-on-Duty shifts
• Extended hours during high occupancy or special events
• Emergency or unexpected operational coverage as needed

This is not a Monday-Friday position. The successful candidate must understand that hospitality is a 24/7 operation, and leadership schedules are based on the needs of our guests, associates, and business.

What We Are Looking For

We are looking for a leader who is:

• Guest-focused and passionate about hospitality
• Visible and engaged with the team
• Accountable and dependable
• Proactive rather than reactive
• Comfortable coaching and developing associates
• Able to make sound operational decisions
• Willing to jump in and assist the team when needed
• Focused on teamwork and collaboration between departments
• Committed to maintaining Marriott and StepStone Hospitality standards

Why Join StepStone Hospitality?

We offer eligible associates a competitive benefits package that may include:

• Medical, Dental, and Vision Benefits
• Paid Time Off
• 401(k) Retirement Plan
• Hotel travel discounts
• Career development and advancement opportunities
• Leadership development
• A collaborative and team-focused work environment

Four Points by Sheraton Tampa Airport Westshore, managed by StepStone Hospitality, is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to qualified individuals without regard to protected characteristics under applicable federal, state, and local law.