Job Description

Front Office Manager

Salary Range $65,000 - $75,000 annually

Who We Are

At Canopy by Hilton Baltimore Harbor Point, we deliver a vibrant, neighborhood-inspired guest experience in the heart of Baltimore’s waterfront community. We believe hospitality is personal—rooted in genuine connections, thoughtful service, and a commitment to excellence. Our team sets the tone for every stay, creating welcoming moments that reflect the energy, culture, and character of Harbor Point.

We’re looking for a Front Office Manager who leads with confidence, communicates with clarity, and thrives in a fast-paced, guest-focused environment. This role is essential to ensuring seamless operations, exceptional service delivery, and a positive team culture.

The Front Office Manager is responsible for overseeing all front office operations, ensuring outstanding guest service, operational efficiency, and team engagement. This leader manages daily front desk functions, drives service excellence, supports revenue and guest satisfaction goals, and develops team members to perform at their best.

The ideal candidate is a hands-on leader who balances operational discipline with a warm, approachable leadership style and a strong sense of accountability.

Key Responsibilities

Guest Experience & Service Excellence

• Ensure all guests receive prompt, professional, and personalized service from arrival to departure
• Resolve guest concerns and service recovery situations with urgency and professionalism
• Maintain high guest satisfaction scores and service standards aligned with brand expectations
• Monitor lobby presence and guest interactions to ensure a welcoming and engaging environment
• Lead by example in delivering exceptional hospitality and creating memorable guest experiences

Operations Management

• Oversee daily front office operations, including front desk, guest services, and night audit
• Ensure accurate room assignments, billing, and reservation management
• Maintain compliance with brand standards, policies, and operational procedures
• Monitor occupancy, room availability, and service flow to support operational efficiency
• Coordinate closely with Housekeeping, Engineering, and other departments to ensure readiness and service delivery

Team Leadership & Development

• Recruit, train, coach, and develop front office team members
• Conduct performance evaluations and provide ongoing feedback and support
• Foster a positive, inclusive, and accountable team culture
• Create and manage staff schedules to ensure appropriate coverage and productivity
• Lead daily stand-up meetings and communicate operational priorities clearly

Financial & Administrative Oversight

• Support budget management, labor control, and expense monitoring
• Review daily reports and ensure accuracy in cash handling and financial transactions
• Monitor payroll, overtime, and staffing levels to align with operational needs
• Assist in achieving departmental revenue and profitability goals
• Maintain accurate records and ensure compliance with company policies

Safety & Compliance

• Ensure adherence to safety, security, and emergency procedures
• Maintain compliance with brand, company, and regulatory requirements
• Support training initiatives related to workplace safety and guest security
• Respond appropriately to incidents and document reports as required

Qualifications

• Minimum 2–3 years of hotel front office supervisory or management experience
• Strong leadership, communication, and problem-solving skills
• Experience in an upscale, lifestyle, or full-service hotel environment preferred
• Proficiency in hotel property management systems (e.g., Opera, OnQ, or similar)
• Ability to manage multiple priorities in a fast-paced environment
• Strong attention to detail and organizational skills
• Flexibility to work evenings, weekends, and holidays as operational needs require

Core Competencies

• Guest Service Excellence
• Team Leadership & Coaching
• Operational Accountability
• Conflict Resolution
• Communication & Professionalism
• Time Management
• Decision-Making Under Pressure

Work Environment & Expectations

• Fast-paced hospitality environment requiring frequent interaction with guests and team members
• Ability to stand, walk, and move throughout the property for extended periods
• Occasional lifting of up to 25 pounds
• Availability to support operations during peak periods, emergencies, or staffing needs

Benefits and Perks

Donohoe Hospitality Services is pleased to offer employees a comprehensive Benefits Package that includes health, dental, and vision insurance, leaves of absence, retirement plans, paid time off, hotel room discounts. and MORE! Through this selection of benefits and perks, we strive to provide employees with options that will enhance their quality of life in and out of work. This position is included in the company's BONUS PROGRAM!

*minimum 32 hours/week to qualify

We also offer daily pay access, which lets you receive your earnings the same day you work, empowering you to manage your finances easily and confidently.

If you're ready to bring your energy and skills to a team dedicated to delivering exceptional guest experiences, we want to hear from you! Apply today and be a key player in creating memorable moments for our guests.