The Front Office Manager is responsible for ensuring the efficient and effective operation of the Front Desk in an attentive, friendly, efficient, and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy. The FOM also ensures the proper staffing and functionality of the lobby Spa desk, the Security bag check desk, and the Valet department.
Who we are:
SoJo Spa Club is a renowned Spa and Boutique Hotel located in Edgewater, New Jersey, with a unique blend of multi-cultural experiences across several pools, saunas, therapy rooms and other facilities. SoJo Spa Club’s mission is to enhance the quality of our guests’ lifestyle by providing an unparalleled wellness experience through exceptional service.
What we believe:
While we believe that customer experience is the center of our business and we want our guests to leave fulfilled with a feeling that they were taken care of, our people are the critical component of our business. We strive not only to provide our guests a remarkable experience at SoJo Spa Club, but also to promote a company culture of positivity, compassion, and strong work ethics. Our core values are hospitality, excellence, trust, accountability, teamwork, growth and gratitude that form the foundation for employee success.
Our Team:
Our mantra Passion and Compassion 247365 and we take pride in everything we do! We all share responsibility and accountability to the service contract we make with our guests, and, through our commitment to this shared sense of purpose, we inspire each other and create memories with a deeply instilled ethic of personal service to both our guests and team members. If you think this is an exciting opportunity and want to be part of our dynamic team, please apply – we want you on board!
Key Responsibilities
- Address guest requests, concerns, complaints, and incidents at the Front Desk or via phone promptly and courteously, ensuring follow-up for guest satisfaction.
- Lead, coach, mentor, and, when necessary, discipline Front Office personnel in alignment with company SOPs.
- Manage recruitment, interviews, and hiring processes for the Front Office team according to company guidelines.
- Foster team morale and oversee training for Guest Services personnel.
- Optimize room revenue and occupancy by reviewing daily status and monitoring house selling conditions.
- Conduct daily pre-shift and post-shift briefings with Front Office Agents and Supervisors.
- Attend weekly Operations Meetings and participate in the MOD schedule as required.
- Review and submit payroll for Front Office staff in a timely manner.
- Develop weekly employee schedules based on business forecasts, payroll budgets, and productivity standards.
- Maximize no-show revenue through consistent and accurate billing practices.
- Oversee financial procedures, including purchase orders, petty cash handling, vouchering, and invoice management.
- Maintain professional communication and collaboration with managers, employees, and other departments.
- Work closely with accounting to resolve financial discrepancies, such as rejected credit cards.
- Operate and maintain all aspects of the Front Office computer system, including software updates and report generation.
- Ensure all guests are warmly greeted and welcomed according to company standards.
- Implement and uphold all hospitality policies and procedures.
- Oversee timely logging and delivery of guest messages and packages.
- Maintain strong communication with Housekeeping, Safety, Guest Relations, Maintenance, ESPA, Food & Beverage, and Accounting teams.
- Ensure proper cash handling procedures at the Front Desk.
- Promote a service-oriented culture where employees are consistently attentive, friendly, and helpful.
- Establish and oversee key control and radio control systems.
- Organize and lead monthly departmental meetings.
- Emphasize the role of the Front Office in enhancing the guest experience.
- Monitor VIP arrivals, requests, and amenities to ensure exceptional service.
- Ensure shift recaps are emailed to relevant departments and management.
- Maintain high personal grooming and professional appearance standards.
- Uphold confidentiality of sensitive information.
- Prioritize and multitask departmental functions effectively to meet deadlines.
- Perform additional duties as assigned by management.
Qualifications and Requirements
- Bachelor’s degree in Hospitality Management or equivalent experience, with at least 2–3 years in a Front Office management role in a hotel, spa, or hospitality setting.
- Proven managerial experience.
- Proficiency in Microsoft Office, Google Workspace, and hotel management systems.
- Strong verbal and written communication skills across all levels of employees and guests.
- Active listening and problem-solving skills to address guest and employee concerns effectively.
- Ability to multitask and prioritize tasks to meet deadlines.
- Attendance at all required meetings and trainings.
- Commitment to high standards of personal grooming and professional presentation.
- Strong problem-solving skills, including anticipating, identifying, and resolving issues efficiently.
- Ability to analyze and interpret complex data to support decision-making.
- Physical ability to stand and walk for extended periods, with occasional lifting (up to 15 lbs.), kneeling, pushing, or pulling.
- Flexible availability, including mornings, nights, weekends, and holidays, as required by business needs.
- Perform additional duties as assigned by management.
Benefits
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401(k)
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Competitive Wages and Benefits
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Complimentary Employee Passes
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Employee Recognition Programs
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Employee Referral Program
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Paid Time Off and Holiday Pay
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Family Benefits
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Subsidised Employee Meals
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Tuition Reimbursement
