Front Office Manager

Job Title: Front Office Manager Location: Lenox, MA Hotel Name: Yankee Inn Position Summary We are seeking an experienced, hands-on Front Office Manager to lead all front desk and guest services operations at the Yankee Inn. This role is primarily focused on managing day-to-day front office activities, directly supervising front office personnel, and ensuring the proper completion of all front desk duties. The position reports directly to ownership, with support from a global Director of Sales and Revenue Manager for broader sales, marketing, revenue management, and rate strategy. Key Responsibilities • Directly supervise, hire, train, coach, evaluate, and performance-manage all front desk staff, ensuring high standards of service and implementation of hotel policies and house rules. • Manage the front desk staffing schedule, including labor budgeting and appropriate coverage across all shifts. • Oversee all front office operations, including reservations, guest check-in/check-out, room assignments, guest services, payments/billing, and administrative tasks. • Operate and maintain all aspects of the Property Management System (MEWS), including report generation, simple configuration changes, and accurate room status and guest request updates. • Monitor and enforce cash-handling, credit, and billing policies and procedures. • Resolve guest problems and complaints quickly, efficiently, and courteously while maintaining positive guest relations. • Serve as Manager on Duty (MOD) as needed, which includes covering shifts during call-outs, evenings, nights, weekends, and especially during high season when weekend work is required. • Maintain strong working relationships and communicate effectively with all hotel departments regarding daily operations and interdepartmental coordination (e.g., with housekeeping and maintenance). • Conduct regularly scheduled meetings with front office personnel to ensure staff remain attentive, friendly, helpful, and courteous to guests, managers, and colleagues. • Review front office log books, guest feedback, and performance metrics. • Support group and event coordination within MEWS, including room blocks, wedding blocks, corporate groups, and special requests (in collaboration with the global Director of Sales). • Monitor front office procedures, inventory, occupancy, and daily operations to support efficiency while identifying opportunities for improvement. • Ensure full compliance with hotel policies and standards, health and safety regulations, and security protocols. • Perform other duties as requested by ownership. Qualifications and Requirements • Minimum of 1–2 years of hotel front desk supervisory experience (Front Office Manager, Assistant Front Office Manager, or similar in limited-service hotels preferred); additional progressive front office experience is a plus. • Strong proficiency working within Property Management Systems. • Excellent communication, problem-solving, organizational, and multitasking skills. • Ability to speak, read, write, and understand English fluently (primary workplace language); must be able to effectively communicate with hotel guests. • Flexibility to work varied shifts, including nights, weekends, and high-season coverage as required. Working from home is not an option or applicable. Minimum of 40 hours per week on property. • High school diploma or equivalent required; two-year college degree or coursework in Hospitality Management preferred. • Computer skills and general knowledge of hotel operations. What We Offer • Competitive salary (exempt/salaried position) based on experience • Company sponsored health insurance plan options, 401k with company match, PTO, and performance incentives. • Opportunity to lead a key department in a supportive, family-oriented hotel environment with clear reporting structure and growth potential. If you are a service-oriented leader passionate about front office excellence, guest satisfaction, and team development in a limited-service hotel, we encourage you to apply! Job Type: Full-time Pay: From $49,000.00 per year Benefits: • 401(k) matching • Dental insurance • Health insurance • Paid time off • Retirement plan Education: • High school or equivalent (Preferred) Experience: • Hotel experience: 2 years (Preferred) Work Location: In person