Front Office Manager

Hotel Name: Lakefront AnchorageLocation: Onsite - Anchorage, AKJoin the Team at Lakefront AnchorageAt Lakefront Anchorage, hospitality is inspired by nature, adventure, and a true sense of place. Every guest experience is shaped by the beauty of Alaska and the warmth of genuine, welcoming service.About Lakefront AnchorageLocated on the shores of Lake Hood, Lakefront Anchorage offers a one-of-a-kind setting where guests can take in breathtaking views of floatplanes, mountains, and Alaska's natural landscape.As one of Anchorage's most distinctive hotels, the property serves as a gateway for travelers seeking both adventure and comfort. With easy access to downtown Anchorage and nearby attractions, Lakefront Anchorage blends scenic surroundings with a relaxed, inviting atmosphere—creating an experience that is uniquely Alaskan.As part of Millennium Hotels & Resorts, a global hospitality leader with over 145 hotels across key destinations worldwide, our hotel is backed by a legacy of quality, consistency, and service excellence—driven by a passion for hospitality, an entrepreneurial spirit, innovation, and a progressive, solutions-oriented approach."At Millennium, we are guided by our core values:Passion for Hospitality - Delivering meaningful and memorable guest experiencesEntrepreneurial - Taking ownership and acting with agilityInnovation & Progressive - Continuously improving how we operate and serveSolutions & Results Oriented - Staying adaptable and focused on resultsThese values shape how we work, how we lead, and how we create exceptional experiences for our guests and our teams.About the Role: Front Office ManagerAs our Front Office Manager, you will play an integral role in delivering an exceptional guest experience while leading the day-to-day operations of the Front Office. You will oversee the Front Desk team, drive service excellence, resolve guest concerns, and ensure that established hotel standards and operating procedures are consistently followed.This role is ideal for a hospitality leader who brings a passion for service, takes ownership, develops people, and is committed to continuous improvement and strong operational results.Your ImpactYou will lead and support the Front Office team to ensure smooth, efficient operations and exceptional guest service. You'll serve as a key connection between hotel leadership, guests, and frontline employees—driving accountability, engagement, service standards, and operational performance.You will also partner closely with other departments and Rooms Division leadership to optimize the guest experience, manage labor and expenses, and achieve departmental and hotel goals.What You'll Be DoingFront Office Operations & ExecutionOversee the daily operations of the Front Office and ensure the Front Desk consistently delivers exceptional customer serviceEnsure smooth and efficient Front Office operations in accordance with hotel, company, and brand standardsAssign duties and shifts to Front Office employees and monitor performance to ensure adherence to established policies, procedures, and service standardsCreate weekly Front Office schedules based on projected occupancy, business levels, and operational needsConduct daily Front Office briefings for incoming teams, communicating group and catering activity, rate of the day, VIP arrivals, occupancy projections, events, and other pertinent operational informationConduct monthly Front Office meetings to communicate standards updates, upcoming promotions, group and citywide activity, Food & Beverage updates, and other hotel initiativesMaintain complete knowledge of hotel services, hours of operation, amenities, events, and activities to effectively assist guests and employeesEnsure AM/PM checklists are completed, signed, reviewed, and properly filedMonitor Front Office and Bell Services operations to ensure duties are performed according to established hotel standardsIdentify opportunities to improve processes, efficiency, and the overall guest experienceGuest ExperienceDeliver exceptional service rooted in a genuine passion for hospitalityRespond to and resolve guest complaints and concerns in a timely, professional, and solutions-oriented mannerAnticipate guest needs and take ownership of service recovery opportunitiesMaintain an open line of communication between guests, employees, and hotel leadershipEnsure Front Office employees are knowledgeable about hotel policies, services, and procedures and are equipped to effectively respond to guest inquiriesConduct quality audits and take corrective action when appropriate to ensure consistent service deliveryTrain and monitor employees on guest solicitation practices, including the collection of guest information and electronic contact information supporting guest feedback and service initiativesPeople Leadership & DevelopmentLead, coach, and develop Front Office employees to achieve exceptional service and operational performanceTrain new and existing Front Office employees on hotel standards, processes, procedures, and service expectationsFoster a positive, inclusive, and collaborative work environment built on respect, communication, accountability, and teamworkMaintain positive employee relations and promote strong interdepartmental relationshipsAddress employee performance and workplace concerns promptly and constructively, seeking employee input and developing appropriate solutionsFollow up with employees to provide feedback, encouragement, and continued support toward resolution and improvementResponsible for the selection, onboarding, scheduling, training, and development of Front Office personnelComplete and present performance reviews and salary increase recommendations in a timely manner and in accordance with company guidelinesEncourage employee engagement, recognition, and continuous development within the Front Office teamFinancial & Labor ManagementManage Front Office payroll and control labor costs in accordance with established Labor StandardsPartner with the Director of Housekeeping and other Rooms Division leaders to manage the Rooms Division P&L and ensure expenses and payroll remain within established guidelinesMonitor departmental expenses and identify opportunities to improve productivity and operational efficiencyEnsure employees adhere to established credit and cash handling policies and procedures to minimize bad debt, rebates, and financial discrepanciesReview operational performance and take appropriate corrective action when financial or productivity standards are not being metTeam CollaborationConfer and collaborate with department heads to ensure effective coordination of hotel activities and operational prioritiesWork collaboratively across departments to achieve shared hotel goals and deliver a seamless guest experienceCommunicate effectively with hotel leadership and frontline employees regarding operational priorities, challenges, and opportunitiesBuild strong partnerships between the Front Office and other hotel departmentsContribute to a positive, high-energy work environment where employees feel supported, engaged, and accountableCompliance, Safety & StandardsEnsure Front Office employees consistently follow company policies, hotel procedures, brand standards, and applicable regulationsEnsure Front Office personnel participate in all hotel safety awareness programs and required trainingMonitor compliance with cash handling, credit, guest information, security, and operational proceduresMaintain accuracy and completeness in operational checklists, reports, documentation, and departmental recordsConduct regular quality audits and address opportunities for improvement through coaching and corrective actionUphold a culture of accountability, operational excellence, and continuous improvementInnovation & Continuous ImprovementIdentify opportunities to enhance Front Office processes, service delivery, and operational efficiencyEncourage employees to bring forward ideas and solutions that improve the guest and employee experienceSupport hotel initiatives, promotions, and new programs that enhance guest satisfaction and drive business resultsLead by example and demonstrate a solutions-oriented approach to operational challengesRequirementsWhat You'll BringExperience & KnowledgeMinimum of two years of Front Office experience in a hotel of similar size and operational complexityStrong knowledge of Front Office operations, guest service practices, and hotel proceduresAbility to analyze information, assess trends, identify opportunities, and make sound operational decisionsAbility to effectively use computer systems and standard business software, including Microsoft Word and ExcelStrong organizational skills with the ability to manage multiple priorities in a fast-paced hospitality environmentGuest & Employee ServiceDemonstrated ability to effectively address guest and employee concerns in a friendly, professional, and positive mannerAbility to actively listen, demonstrate empathy, and provide proactive, solutions-oriented resolutionsPatience, tact, and diplomacy when handling challenging situationsAbility to resolve problems constructively without placing blameCommitment to providing exceptional customer service and creating positive guest experiencesCommunication & CollaborationEffective verbal and written communication skills in EnglishAbility to communicate clearly and professionally with guests, employees, leaders, and other departmentsAbility to work collaboratively as a productive team member while contributing positive energy to the workplaceProfessional demeanor and strong interpersonal skills in all interactions with guests and associatesSafety & Physical RequirementsAbility to perform all duties of the position in a safe and responsible mannerAbility to lift up to 20 pounds, with frequent lifting and carrying of objects weighing up to 10 poundsPosition requires frequent walking and standing and may require extended periods of sittingAbility to meet the physical demands of the role with or without reasonable accommodationBenefitsThe Lakefront offers a very competitive benefit package including medical, dental, and vision. Plus a 401k with an employer contribution.At Millennium Hotels & Resorts, we support our employees with a competitive benefits package designed to promote wellbeing and long-term success:Medical, Dental & Vision Insurance Company-paid Life and AD&D Insurance Short-Term and Long-Term Disability Coverage 401(k) Retirement Plan with Company Match (where applicable) Paid Time Off & Paid Holidays Hotel Room Discounts across our global portfolio Employee Assistance Program (EAP)Benefits eligibility and offerings are subject to plan terms and company policy. Why Join UsAt Millennium Hotels & Resorts, you're not just taking on a role—you're joining a global organization committed to people, performance, and growth.Whether you're supporting operations behind the scenes or delivering service on the front line, your work contributes to a culture focused on hospitality, collaboration, and results.If you're looking for an opportunity to grow, contribute, and make an impact, we invite you to join our team.