Job Description

Hotel Front Office Manager

Hotel Indigo Nashville at The Countrypolitan – an IHG Hotel

Are you a hospitality leader who thrives on creating memorable guest experiences, developing great teams, and running a strong Front Office operation?

Hotel Indigo Nashville at The Countrypolitan, a newly renovated IHG lifestyle hotel in the heart of downtown Nashville, is seeking an experienced Front Office Manager to lead our Front Office team.

Located in historic Printers Alley and surrounded by the energy, music, entertainment, and hospitality that make Nashville one of the country's most exciting destinations, our hotel is looking for a leader who combines genuine hospitality with strong operational discipline.

This is a hands-on leadership position for someone who enjoys being present with the team and our guests, understands hotel systems and financial controls, and knows how to turn a Front Desk into the center of an exceptional guest experience.

Full-time

Pay: $62,000 to $72,000

Summary

The Front Office Manager (FOM) is responsible for the day-to-day leadership and performance of the Front Office operation and plays a key role in delivering the guest experience at Hotel Indigo Nashville at The Countrypolitan.

The FOM leads, trains, schedules, coaches, and develops the Front Desk team while ensuring consistent execution of IHG brand standards, guest recognition, service recovery, financial controls, safety procedures, and hotel policies.

This position works closely with the AGM and General Manager and assists with Front Office accounting, administrative, human resources, technology, and operational responsibilities.

The Front Office Manager serves as the hotel's primary Front Office systems leader, including Oracle OPERA Cloud, and must be comfortable troubleshooting operational issues, maintaining accurate guest accounts and payment routing, reviewing Front Office financial activity, and ensuring the team is using hotel systems correctly.

The FOM also serves as a Manager on Duty, represents hotel leadership when the General Manager or AGM is unavailable, and will work Front Desk shifts or assist directly with guest service when business demands require it.

Duties & Responsibilities

· Lead the day-to-day Front Office operation while creating a welcoming, professional, energetic, and guest-focused environment.

· Recruit, train, coach, supervise, schedule, and develop Front Desk associates to consistently deliver Hotel Indigo and IHG service standards.

· Establish clear performance expectations and provide ongoing coaching, feedback, recognition, and accountability.

· Ensure Front Office associates are properly trained on Oracle OPERA Cloud, IHG programs and standards, hotel facilities and services, guest recognition, payment procedures, security requirements, and emergency procedures.

· Take ownership of Oracle OPERA Cloud Front Office operations and serve as a key resource for troubleshooting, training, system accuracy, and proper use of the PMS.

· Deliver personalized guest experiences and ensure appropriate recognition of IHG One Rewards members, VIPs, repeat guests, special occasions, and special requests.

· Respond to guest concerns quickly and professionally and make sound service-recovery decisions designed to resolve issues while protecting the guest relationship and the hotel.

· Monitor guest feedback and satisfaction results and work with hotel leadership to identify trends and implement improvements.

· Ensure accurate guest registration, check-in/check-out, room assignments, keys, reservations, billing instructions, payment methods, routing, and folio settlement.

· Maintain strong controls over credit card transactions, guest information, deposits, billing instructions, house accounts, direct billing, adjustments, and other Front Office financial activity.

· Review Front Office and Night Audit activity for accuracy and assist in identifying and correcting discrepancies.

· Ensure guest accounts and reservations have appropriate payment authorization and that outstanding balances, routing issues, open accounts, and other financial exceptions are properly researched and resolved.

· Assist the AGM and hotel leadership with Front Office accounting, reporting, documentation, administrative, and human resources functions.

· Maintain effective Front Office communication through shift logs, pass-downs, daily meetings, departmental meetings, and direct communication with associates and hotel leadership.

· Review daily arrivals, departures, occupancy, VIPs, special requests, room inventory, group activity, and operational priorities with the team.

· Coordinate closely with Housekeeping, Engineering, Sales, Food & Beverage, Accounting, and other departments to provide a seamless guest experience.

· Monitor room inventory and availability and work within the hotel's established revenue strategy to maximize occupancy, ADR, upgrades, walk-in revenue, and upselling opportunities.

· Encourage Front Desk associates to confidently promote upgraded accommodations, hotel services, food and beverage offerings, entertainment, packages, and other hotel experiences.

· Ensure guest requests are properly recorded, communicated, followed through, and completed.

· Conduct routine inspections of the lobby, Front Desk, and guest-facing areas and take immediate action when standards are not being met.

· Develop schedules based on forecasted occupancy and business levels while maintaining appropriate staffing and controlling Front Office labor costs.

· Arrange appropriate shift coverage when call-outs or unexpected staffing needs occur.

· Ensure compliance with hotel cash-handling, credit card, privacy, key-control, safety, security, and emergency-response procedures.

· Serve as Manager on Duty and provide leadership during guest incidents, emergencies, operational disruptions, and other situations requiring management involvement.

· Register guests, answer phones, process reservations, issue keys, assist with luggage or guest needs, and perform Guest Service Agent duties when necessary.

· Support hotel leadership with departmental budgets, labor management, expense control, productivity, and achievement of operational and financial goals.

· Promote teamwork and positive communication across all hotel departments.

· Ensure compliance with federal, state, and local laws and regulations relating to hotel operations, safety, employment practices, and alcohol service where applicable.

· Perform other duties and leadership responsibilities as assigned.

Requirements

Requirements

Qualifications

· Hands-on Oracle OPERA Cloud experience is REQUIRED. Candidates must have previous professional experience using Oracle OPERA Cloud in a hotel environment.

· Previous IHG hotel experience strongly preferred.

· Minimum of two years of hotel Front Office experience required.

· Previous supervisory or management experience within a hotel Front Office operation strongly preferred.

· Previous experience in an upscale, upper-upscale, boutique, or lifestyle hotel environment preferred.

· College degree or equivalent education and relevant hospitality experience required.

· Strong understanding of hotel Front Office operations, reservations, room inventory, billing, payment processing, guest accounts, credit card procedures, and financial controls.

· Experience training, coaching, scheduling, and supervising Front Office associates.

· Demonstrated ability to handle guest complaints and difficult situations professionally while making effective service-recovery decisions.

· Strong leadership skills with the ability to hold associates accountable while creating an engaged, hospitality-driven team environment.

· Professional verbal and written communication skills.

· Ability to speak, read, and write fluent English; additional languages are beneficial.

· Strong organizational, problem-solving, reasoning, decision-making, motivational, and training abilities.

· Working knowledge of Microsoft Office.

· Familiarity with IHG systems, IHG One Rewards, guest satisfaction programs, hotel accounting processes, and revenue-management concepts is preferred.

· Basic financial knowledge including budgeting, labor management, profit-and-loss concepts, percentages, variances, ADR, occupancy, and hotel revenue concepts preferred.

· Must be comfortable working in a highly visible leadership position and interacting directly with guests throughout the shift.

· Must be willing and able to work a flexible schedule including mornings, evenings, weekends, and holidays based on hotel business needs.

· Frequently required to stand, walk, bend, climb, kneel, and move throughout the hotel.

· Must be able to carry, lift, or pull items weighing up to 50 pounds.

· Frequently handles objects and hotel equipment.

Benefits

· Competitive salary of $60,000–$65,000 annually

· Annual performance review with increase potential

· 401(k) program with company match

· Career development and advancement opportunities

· Opportunity to work within the IHG Hotel Indigo lifestyle brand

· Additional benefits may be available

Arbor's Guiding Principles

Arbor Lodging focuses on Five Guiding Principles to foster a culture where growth, development, and progression thrive within our properties:

· Do the Right Thing – Operate and act with integrity in all you do, even when it is not convenient.

· Lead with Heart – Be kind, passionate, and hospitable.

· Be Accountable – Take ownership and deliver results.

· Aim Higher – Go above and beyond to exceed expectations and pursue thoughtful change.

· Celebrate Differences – Embrace diversity and respect individual opinions and ideas.

*Arbor Lodging Management provides equal employment opportunities (EEO) to all