Front Desk Manager

Job Summary

Candidate Profile

• High school diploma or GED plus 2 years of guest services, front desk, or related professional experience.
• Alternatively, a two-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major with no experience required.
• The role requires leadership, communication, problem-solving, and conflict-resolution capabilities.

Front Desk Operations

• Manage day-to-day operations and maintain service quality and customer standards.
• Develop goals and plans to prioritize, organize, and complete work.
• Handle complaints, disputes, grievances, and conflicts.
• Supervise staffing levels, daily shifts, and front office operations.
• Run Front Desk shifts and perform Front Desk duties when necessary.

Team and Guest Service

• Lead, influence, coach, mentor, and encourage employees.
• Maintain open, collaborative relationships and model appropriate behaviors.
• Provide service above and beyond customer expectations.
• Obtain guest feedback and coach employees to improve service.
• Emphasize guest satisfaction and continuous improvement.

Policies and Financial Management

• Implement customer recognition and service programs.
• Monitor credit policy compliance to reduce bad debts and rebates.
• Supervise same-day selling procedures to maximize room revenue and control occupancy.
• Ensure compliance with property policies, standards, procedures, and disciplinary processes.
• Support departmental financial goals and objectives.

Human Resources and Communication

• Assist with interviewing, hiring, orientation, training, and progressive discipline.
• Support employee development and address employee concerns.
• Provide timely information to supervisors, coworkers, subordinates, and executives.
• Participate in departmental meetings and communicate clear Front Desk goals.

Workplace and Schedule

• The position is full time and not remote.
• The role operates in hotel front office areas including Bell/Door Staff, Switchboard, Guest Services, and Front Desk.