Front Office Manager

Overview

The Metropolitan at The 9, Autograph Collection is a distinctive, locally inspired hotel experience within Marriott International’s Autograph Collection portfolio. We celebrate individuality, thoughtful design, and memorable service that feels personal, not scripted. Our team delivers warm, intuitive hospitality while protecting the operational excellence that keeps the hotel running smoothly behind the scenes. We believe guest experience and strong financial performance go hand in hand, and we empower our leaders to make smart decisions in the moment.

As part of Marriott International, you will be where you can do your best work, belong to an amazing global team, and become the best version of you.

Responsible for the management of Front of House functions while also supporting Rooms Control and revenue focused execution. Leads daily operations for the Front Desk, Guest Relations, Bell and Door, Concierge, and other guest facing roles as applicable, ensuring hotel standards are met and guest recognition is consistently delivered. This role partners closely with Housekeeping, Engineering, Sales, and Finance to manage room inventory, coordinate room blocking strategies, optimize sell opportunities, and ensure operational readiness for arrivals, VIPs, groups, and special events.

Performs ongoing revenue and performance analytics to support decision making, including occupancy, ADR, RevPAR, pace, upsell effectiveness, and inventory controls.

• High school diploma or GED; 4 years experience in front office, guest services, rooms operations, or related professional area.
• OR
• 2 year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 2 years experience in front office, guest services, rooms operations, or related professional area.

• Experience with OPERA PMS and Marriott systems
• Prior rooms control, inventory management, or revenue support experience
• Strong analytical skills with comfort reviewing daily performance reports

• Manages day to day PM and overnight operations, ensuring quality standards and guest expectations are met.
• Leads the property’s end of day rhythm, including service recovery, arrivals flow, and overnight readiness.
• Supervises staffing levels to ensure guest service, operational needs, and financial objectives are achieved.
• Maintains knowledge of room availability, constraints, and rate strategies to support smart on the spot decisions.
• Ensures consistent guest acknowledgment and proactive communication of guest preferences and needs.
• Handles escalations, resolves complaints, and negotiates solutions that protect the guest experience and hotel interests.

• Serves as the operational owner of room blocking strategy during the PM and overnight window, ensuring room readiness aligns with arrivals, VIP tiers, special requests, and maintenance constraints.
• Manages inventory controls including out of order, out of service, room moves, and sell limits in coordination with Housekeeping and Engineering.
• Reviews pickup and remaining demand for short term dates, identifying opportunities and risks.
• Analyzes daily performance including occupancy, ADR, RevPAR, pace, upsell conversion, and room type sell through.
• Executes room type balancing and suite protection strategies to support revenue and guest satisfaction.
• Supports same day selling and walk in decisions with an inventory and profitability mindset.
• Ensures accuracy of room assignment logic and room status integrity in OPERA.

• Provides service that is above and beyond for customer satisfaction and retention.
• Improves service by coaching the team to recognize guest needs and act with urgency and empathy.
• Sets a positive example for guest relations and empowers associates to resolve issues within guidelines.
• Monitors check in and check out processes, intervening to support peak times and critical situations.
• Anticipates sell out conditions and manages walk procedures following hotel policies and brand expectations.
• Partners with Housekeeping to ensure accurate room statuses and to expedite priority room readiness.

• Supervises Front Desk, Guest Relations, Bell and Door, Concierge, and other guest facing functions as applicable during assigned hours.
• Leads with interpersonal and communication skills to influence, coach, and build trust across the team.
• Ensures associates are knowledgeable about rates, packages, promotions, and upsell opportunities.
• Maintains on the floor presence, coaching in real time and reinforcing service standards.
• Ensures regular communication to align expectations, recognize performance, and drive results.

• Understands the impact of rooms operations on property financial goals and manages…