Front Office Management

About the Goodwin Hotel: Located in downtown Hartford, The Goodwin Hotel is a historic luxury boutique hotel that blends timeless architecture with modern hospitality. Originally built in 1881, The Goodwin is known for its sophisticated atmosphere, personalized service, and memorable guest experiences. At The Goodwin, team members are empowered to deliver warm, authentic service in an elegant, fast-paced environment where professionalism, teamwork, and attention to detail are valued.

About the Role

The Front Office Manager at RMS Hotels is responsible for overseeing the daily operations of the front office department, ensuring that guests receive exceptional service from check-in to check-out. This role involves managing a team of front desk staff by fostering a positive work environment that promotes teamwork and high performance.

The Front Office Manager will also be tasked with developing and implementing policies and procedures that enhance guest satisfaction and operational efficiency. Additionally, this position requires regular interaction with guests to address any concerns and ensure their needs are met promptly. Ultimately, the Front Office Manager plays a crucial role in creating a welcoming atmosphere that reflects the hotel's commitment to excellence in hospitality.

Responsibilities

Lead and oversee all Front Office operations, ensuring efficient daily operations and a consistently high level of guest service. Supervise, train, coach, and develop Front Office team members while monitoring performance and adherence to hotel standards. Manage guest registration, check-in/check-out, room assignments, inventory, upgrades, special requests, and VIP accommodations.

Respond to and resolve guest concerns promptly and professionally, documenting issues and identifying opportunities to improve the guest experience. Prepare Front Office schedules based on occupancy and business needs, manage staffing adjustments, and review and approve payroll hours in ADP. Maintain Front Office policies, procedures, brand standards, safety requirements, and emergency protocols.

Review Front Office reports, reconciliations, folios, Night Audit activity, credit limits, commissions, and other financial controls for accuracy and timely completion. Monitor room inventory, availability, rates, and upselling opportunities to support occupancy and revenue goals. Ensure Front Office staff maintain current knowledge of hotel services, amenities, policies, promotions, local attractions, and events.

Partner closely with Housekeeping, Maintenance, Sales, and other departments to ensure effective communication and timely resolution of guest and operational needs. Monitor guest feedback and satisfaction results and implement appropriate service improvements. Manage Front Office supplies and inventory while maintaining appropriate par levels and controlling departmental expenses.

Conduct regular Front Office meetings and communicate operational updates, expectations, and service initiatives to the team. Maintain the appearance, organization, and professional standards of the Front Office area and team. Support the Hotel Manager with departmental initiatives, special projects, and other duties as assigned.

Minimum Qualifications

At least 1 year of hospitality experience and 1 year of supervisory or managerial experience . Strong leadership, guest service, communication, and problem-solving skills. Ability to work a flexible schedule, including evenings, weekends, and holidays Experience with hotel PMS and general computer applications.

Preferred Qualifications

Bachelor’s degree in Hospitality Management, Business Administration, or a related field. Previous Front Office leadership experience within a hotel environment. Experience with hotel property management, reservations, payroll, and guest-service systems.

Benefits

This position is eligible for a benefits package that includes health insurance, 401(k) benefits, paid leave, and other benefits offered by RMS Companies, subject to applicable plan terms, eligibility requirements, and company policies. RMS is an Affirmative Action/Equal Opportunity Employer