Front Office Manager at StepStone Hospitality in Indianapolis, IN

Job Type Full-time Description   Le Méridien Indianapolis is seeking a passionate, service-driven Front Office Manager to lead our Front Office team while providing exceptional guest experiences. This is a hands-on leadership position requiring a leader who enjoys working alongside their team, coaching in the moment, and leading by example. The ideal candidate is energetic, detail-oriented, thrives in a fast-paced luxury hotel environment, and is comfortable spending a significant portion of their time working Front Desk shifts while overseeing daily operations. ESSENTIAL RESPONSIBILITIES • Lead, coach, and develop Front Desk and Guest Services associates to deliver exceptional hospitality. • Work scheduled Front Desk shifts as needed, including evenings, weekends, and holidays. • Ensure all guest arrivals, departures, and service recovery situations are handled professionally and efficiently. • Drive Marriott Bonvoy enrollment goals by coaching associates on enrollment techniques and personally leading enrollment efforts. • Monitor guest satisfaction scores and implement strategies to continuously improve the guest experience. • Manage daily operations, including scheduling, payroll, cash handling, and departmental productivity. • Ensure compliance with Marriott brand standards, company policies, and operational procedures. • Resolve guest concerns promptly while empowering associates to create memorable and personalized guest experiences. • Conduct ongoing training, coaching, and performance feedback to build a high-performing team. • Partner with Housekeeping, Engineering, and Food & Beverage departments to ensure seamless hotel operations. • Assist with hiring, onboarding, coaching, and performance management of Front Office associates. • Maintain a visible presence in the lobby and serve as the operational leader during assigned shifts. • Develop creative guest engagement initiatives that enhance the overall guest experience and foster loyalty. • Create fun, engaging, and results-driven incentive programs that motivate associates, build morale, and encourage healthy competition while achieving departmental goals. QUALIFICATIONS • Previous Front Office leadership experience in a hotel environment preferred. • Marriott experience is a plus. • Excellent verbal and written communication skills with the ability to effectively communicate with guests, associates, and leadership. • Self-motivated with the ability to take initiative, identify opportunities for improvement, and solve problems proactively. • Creative mindset with a passion for delivering memorable guest experiences and inspiring associates. • Proven ability to motivate, coach, and develop a high-performing team while fostering a positive and engaging work environment. • Comfortable working regular Front Desk shifts and leading by example. • Proven ability to achieve performance goals, including Marriott Bonvoy enrollment targets and guest satisfaction metrics. • Strong organizational, leadership, and conflict resolution skills. • Flexible schedule, including nights, weekends, and holidays. • Experience with hotel property management systems; Lightspeed experience is a plus. WHAT WE'RE LOOKING FOR We're looking for a leader who thrives on the hotel floor—not behind a desk. Someone who enjoys interacting with guests, coaching associates in real time, recognizing team accomplishments, and finding creative ways to elevate both the guest and associate experience. The ideal candidate is an excellent communicator, takes initiative without being asked, embraces new ideas, and inspires their team through recognition, accountability, and engaging incentive programs. This individual will lead by example while driving Marriott Bonvoy enrollments, guest satisfaction, and a culture of hospitality excellence. Requirements • Minimum of 2 years of hotel Front Office supervisory or management experience required; Marriott experience preferred. • Previous experience working at the Front Desk with a strong understanding of Front Office operations. • Must be willing and able to work regular Front Desk shifts, including evenings, weekends, and holidays, as business demands. • Proven ability to lead, coach, and motivate a team while fostering a positive, engaging, and accountable work environment. • Demonstrated success in driving Marriott Bonvoy enrollments or other guest loyalty programs through coaching and personal performance. • Excellent verbal and written communication skills with the ability to build relationships with guests, associates, and leadership. • Self-motivated with the ability to take initiative, make sound decisions, and adapt quickly in a fast-paced environment. • Creative thinker with a passion for delivering memorable guest experiences and implementing innovative ideas to enhance service. • Experience creating associate recognition programs, contests, and incentives that improve morale and drive performance. • Strong organizational, time management, and multitasking skills with exceptional attention to detail. • Ability to resolve guest concerns professionally while maintaining a calm, service-focused approach. • Working knowledge of hotel property management systems; Lightspeed PMS experience is preferred. • Proficient in Microsoft Office, including Outlook, Word, and Excel. • Ability to stand and walk for extended periods and perform the physical requirements of a Front Office leadership role. • Must be dependable, professional in appearance, and committed to delivering exceptional hospitality in accordance with Marriott brand standards.