Front Office Manager

Description

The Front Office Manager is responsible for leading the daily operations of the Front Office and Haus Experience team, ensuring exceptional service, operational excellence, and memorable guest and member experiences across all of the front office, and as a leader on the collective Gravity Haus team.

This role provides hands-on leadership to the Front office team, oversees guest and owner arrival and departure experiences, drives service standards, and serves as a key operational leader within the property. The Front office Manager partners closely with department leaders to ensure seamless communication, efficient operations, and a consistently elevated experience for guests, members, and owners. 

The ideal candidate is a hospitality professional who thrives in a fast-paced environment, enjoys leading teams, solving problems, and creating meaningful guest experiences.

Key Responsibilities 

Operational Strategy & Leadership

• Orchestrate daily operations and serve as the property command center, acting as the primary escalation point for all operational and guest-related matters.
• Cultivate a high-performing Front Office team through strategic recruitment, onboarding, and continuous professional coaching and development.
• Optimize labor productivity and service delivery by engineering creative schedules that balance business demand with budgetary objectives.
• Spearhead talent and succession planning, utilizing performance reviews and SOPs to maintain a culture of accountability and excellence.
• Ensure fiscal responsibility by monitoring department expenses and contributing to annual planning and budgeting efforts.
• Operate as command center for the hotel

Guest & Owner & Member Experience

• Champion the end-to-end guest journey, from pre-arrival engagement to post- departure and welcome back, to deliver personalized and memorable experiences for guests, members, owners, and employees.
• Execute sophisticated service recovery strategies and implement action plans based on guest feedback, online reviews, and Net Promoter Scores (NPS).
• Standardize the delivery of welcome amenities and recognition programs to deepen brand loyalty and community connection.

Rooms & Revenue Management

• Maximize occupancy and revenue by partnering with HOA, Revenue Management, and Sales to refine room assignment and inventory strategies.
• Safeguard system integrity and connectivity across all distribution channels while ensuring seamless communication with Housekeeping and engineering on room statuses

Cross-Functional Leadership

• Foster collaborative partnerships with Housekeeping, F&B, and Membership departments to support property-wide goals and special events.
• Serve as a strategic ambassador for Gravity Haus, modeling core values and identifying sustainability opportunities to improve operational efficiency.

This job description serves as a general guideline of the Front Office Manager role, your leaders may assign other responsibilities as needed.

What We’re Looking For

• 3+ years of progressive leadership within Front Office, Guest Services, or Hotel Operations.
• Expertise in navigating complex property management systems (PMS) and hospitality technology platforms.
• Strong understanding of hotel operations, reservations, and property management systems.
• Decisive problem-solver capable of managing dynamic, 24/7 operating environments with high attention to detail.
• Sophisticated communication and conflict-resolution skills with a proven ability to mentor diverse teams.
• Physical capability to stand/walk for extended periods and lift up to 30 lbs occasionally.

Work Environment

• Ability to stand and walk for extended periods.
• Ability to work flexible schedules, including nights, weekends, and holidays.
• Ability to lift up to 30 lbs occasionally.
• Comfortable working in a fast-paced, 24/7 operating environment.

About Gravity Haus

Gravity Haus is a community-driven adventure lifestyle brand with hotels, restaurants, and experiences that empower a modern way of travel. We create spaces where locals and travelers connect, refuel, and play — all rooted in the spirit of the outdoors and intentional living.

At the heart of everything we do are our core values, which guide our culture, service, and growth:

• Keep Growing
• Bring Others Along
• Create Powerful Moments
• Be “All-In” + Go the Distance
• Make it Better than You Found It

We’re looking for team members who share these values and want to make a meaningful impact in both their work and community.

What We Can Offer You

When you join Gravity Haus, you’re not just taking a job — you’re stepping into a community with benefits, perks, and opportunities to grow. Full-time team members enjoy health insurance, a 401(k) with company match, and an All-In Gravity Haus Membership that includes adventure perks like discounted stays, gear rentals, wellness programming, and more. Part-time team member benefits vary.