Front Office Manager

Crowne Plaza North Augusta is seeking an experienced hands-on Front Office Manager to lead our Front Office team and help create an exceptional experience for both our guests and employees.

This role is ideal for a hospitality leader who enjoys being present in the operation developing people creating structure and holding teams accountable to high standards. We are looking for someone who understands that a successful Front Office is about more than checking guests in and outit requires strong leadership consistent training effective communication attention to detail and the ability to create a team that takes ownership of the guest experience.

The Front Office Manager will oversee the day-to-day operation of the Front Desk including Front Desk Agents and Night Audit while partnering closely with the Director of Rooms and other hotel leaders. A major focus of this position will be strengthening training consistency accountability guest-service execution and overall Front Office performance.

The ideal candidate will have strong experience with OPERA and OPERA Cloud preferably within an IHG or full-service hotel environment and will be comfortable coaching employees resolving complex guest concerns managing room.

• Manage daily Front Office operations including Front Desk and Night Audit coverage.
• Provide visible hands-on leadership and support the team during peak business periods.
• Ensure accurate check-in/check-out procedures payment processing room assignments guest accounts and room inventory.
• Monitor arrivals departures VIPs groups special requests sellout/oversell situations and shift communication.
• Maintain strong coordination with Housekeeping Sales Revenue Management Engineering and other hotel departments.
• Ensure Front Office employees consistently follow hotel procedures IHG/Crowne Plaza brand standards and guest-service expectations.
• Lead structured onboarding training coaching and development for new and existing employees including OPERA OPERA Cloud IHG systems and departmental procedures.
• Identify performance or training gaps provide timely feedback and hold employees accountable for attendance professionalism productivity and service standards.
• Conduct regular team meetings shift huddles and coaching conversations.
• Respond to escalated guest concerns and ensure appropriate service recovery follow-up and documentation.
• Support IHG One Rewards enrollment recognition and member-benefit expectations.
• Prepare schedules based on occupancy and operational needs while managing labor overtime and staffing levels.
• Review timecards payroll-related issues Front Office financial activity and departmental records for accuracy.
• Support recruitment interviewing onboarding retention and employee development.
• Assist with budgeting forecasting labor planning supplies and departmental expense management.
• Participate in hotel leadership meetings and support property-wide operational initiatives.

• 35 years of progressive Front Office leadership experience in a hotel environment preferred.
• Previous Front Office Manager Assistant Front Office Manager Front Desk Manager or comparable leadership experience strongly preferred.
• Full-service hotel experience preferred; IHG/Crowne Plaza experience highly preferred.
• Strong working knowledge of OPERA required; OPERA Cloud experience strongly preferred.
• Strong understanding of Front Office operations room inventory Night Audit guest accounts reservations and service recovery.
• Demonstrated experience training coaching and developing employees.
• Strong leadership communication organizational conflict-resolution and problem-solving skills.
• Experience with scheduling labor management and basic hotel financial controls.
• Ability to remain composed and make sound decisions in a fast-paced hospitality environment.

• Leads from the floor and remains actively involved in the operation.
• Sets clear expectations and follows through.
• Coaches employees before issues become patterns.
• Communicates professionally and handles conflict appropriately.
• Creates structure accountability and consistency.
• Takes ownership and makes sound decisions.
• Builds trust while maintaining appropriate professional boundaries.
• Recognizes strong performance and develops future leaders.
• Understands that strong guest service starts with a well-trained and supported team.