Additional Information: This hotel is owned and operated by an independent franchisee, Garnet Hotels. The franchisee is a separate company and a separate employer from Marriott International, Inc. and its subsidiary companies (collectively, “Marriott”). The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, termination, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you apply for this position, Marriott will have no involvement in the selection process. Your application information will not be provided to or accessible by Marriott. If you accept a position at this hotel, you will be employed by a franchisee, not Marriott.
Job Description
Front Office Manager
Position Summary
The Front Office Manager is responsible for the daily operation of the front desk and all guest-facing arrival and departure functions at City Express by Marriott. This role leads the front office team in delivering Marriott brand standards, driving Bonvoy enrollments, maintaining guest satisfaction (GSS/Medallia) scores, and managing the rooms inventory in coordination with revenue management. The ideal candidate brings prior Marriott-branded hotel experience and is comfortable operating in a bilingual (English/Spanish) guest and team environment.
Key Responsibilities
Oversee day-to-day front desk operations including check-in/check-out, reservations, guest requests, room assignments, and night audit oversight.
Supervise, schedule, train, and coach front desk agents and night auditors; conduct performance reviews and corrective action as needed.
Ensure full compliance with Marriott brand standards (BSA audits, LSOP/SOP adherence, brand identity guidelines for City Express).
Operate and train staff on Marriott systems: MARSHA, FOSSE or Opera Cloud (depending on property), Empower GXP, MGS, mLearning, and Marriott Bonvoy enrollment platforms.
Drive Marriott Bonvoy enrollment goals and elite member recognition standards.
Monitor and respond to guest feedback through GuestVoice/Medallia; resolve guest complaints in real time and follow up on service recovery.
Partner with Housekeeping and Engineering to coordinate room readiness, OOO/OOS inventory, and maintenance issues.
Manage front office budget line items: labor cost, supplies, and complimentary item usage.
Support revenue management decisions: monitor pickup, walk policies, overbooking strategy, and upsell programs.
Ensure PCI compliance and proper handling of guest payment information.
Conduct daily pre-shift huddles, MOD (Manager on Duty) shifts, and weekly departmental meetings.
