Front Office Manager - Franchise

Job description

Front Office Manager — Hotel Bourré Bonne Louisville, KY | Curio Collection by Hilton

Position Overview

Hotel Bourré Bonne is seeking an experienced, service-focused Front Office Manager to lead our Front Desk, Concierge, and Night Audit teams. This leader must maintain an active presence on the floor, coach associates through daily guest interactions, and ensure consistent delivery of our luxury boutique service standards. Reporting to the Director of Operations, the Front Office Manager will take ownership of daily front office operations, team development, guest satisfaction, and departmental accountability.

Key Responsibilities

Lead daily Front Desk, Concierge, and Night Audit operations, ensuring smooth arrivals, departures, and shift transitions. Maintain a visible presence in guest-facing areas, particularly during peak arrival and departure periods. Train and coach associates on professional communication, guest recognition, reservation accuracy, billing, telephone etiquette, and service recovery. Oversee a structured onboarding program and ongoing training, verifying that associates can independently perform their responsibilities.

Lead daily arrivals and Hilton Honors huddles covering VIPs, elite members, repeat guests, celebrations, special requests, and service concerns. Ensure accurate guest profiles, room assignments, payment processing, rate package fulfillment, and shift documentation. Manage guest concerns with empathy and sound judgment; document resolutions and compensation, and ensure timely follow-up. Strengthen team knowledge of Hilton Honors benefits, hotel amenities, and opportunities to enhance the guest experience.

Coordinate closely with Housekeeping and Engineering to address room readiness and guest needs. Prepare schedules that support business demand, manage labor and overtime, and provide operational coverage when needed. Review guest feedback, identify recurring concerns, and implement measurable improvements. Address performance concerns promptly and consistently in partnership with the Director of Operations and Human Resources.

Ensure associates follow established safety, security, cash-handling, and escalation procedures.

Qualifications

Prior hotel front office management experience required; full-service, upscale, or luxury hotel experience strongly preferred. Demonstrated success training teams, managing performance, and resolving guest concerns. Strong working knowledge of hotel property management systems; Hilton PEP and Hilton Honors experience preferred. Excellent communication, organization, and problem-solving skills. A professional, approachable leadership style with a willingness to support the team directly.

Accountability for service standards, accurate billing, and operational follow-through. Open availability, including mornings, evenings, weekends, holidays, and overnight coverage as business needs require.