Front Desk Manager

Responsibilities 

• Assist with VIP meet & greets at check in whenever possible. 

• Interact with guests on an individual level, thus creating a relationship and culture that will result in repeat stays. 

• Anticipate guest needs and complaints by monitoring arrivals, in-house guests, and departures.  

• Follow up daily to resolve all complaints and service requests. 

• Manage Online Travel Agency guest review responses and extranets i.e. Expedia, Google. 

• Maintain the professional appearance of the Front Desk with a focus on hospitality and Guest service. 

• Maintain cleanliness of Front Desk and office space

• Own the Arrival + Departure experience, ensuring signage, music level and overall ambiance meets requirements. 

• Conduct Inventory and Restock Supplies for Front Office Operations. 

• Prepare and conduct all guest services interviews and hiring procedures. 

• Approve Front Desk payroll and manage individual timecards daily. 

• Prepare for and conduct AM/PM shift meetings to ensure the team is well informed. 

• Ensure shift handover reports are completed and actioned out

• Set the par for the performance, standards, and appearance of the team with an emphasis on training and teamwork by coaching and supporting associates. 

• Always maintain and encourage a professional atmosphere (Conversations, tone, demeanor, uniforms, etc.) 

• Oversee employee recognition program by ensuring that incentives, appreciation efforts, and celebrations occur within department consistently. 

• Ensure Guest Service Agent Checklists are completed daily and filed. 

• Must be knowledgeable of hotel products, services, pricing, and special promotional offers, as well as daily VIP and special events.  

• Attend Operational Meetings, including Morning Standup, Group Resume, Revenue, Leadership and Daily Walkthroughs. 

• Lead any upsell programs to maximize revenue.

• Monitor Cancellation and No-Show policy and procedures. 

• Balance the House to ensure no overbooking. 

• Monitor all Out of Order rooms to ensure rooms can be sold. 

 

Skills 

• Strong interpersonal skills and leadership experience.  

• Approaches all encounters with guests and colleagues in an attentive, friendly, courteous, and service-oriented manner.  

• Proactive approach to problem resolution, including anticipating, preventing, identifying, and solving issues as needed. Contribute to short-term and long-term problem solving.  

• Outstanding communication skills.  

• Multitasks and prioritizes department functions to achieve maximum efficiency and effectiveness.  

• Must be able to maintain confidentiality of sensitive guest and colleague information.  

• Understanding of Microsoft Office (Excel, Word, Email) – experience with HMS is a plus. 

 

Qualifications  

• 2-4 years’ management experience – 1-year previous Front Office management experience required.  

• Flexibility to meet the demands of a 24-hour operation.  

• Maintain a high standard of personal appearance and grooming.  

No Job Description for a position can possibly include all duties which may be requested by guests or required by the hotel. The objective of all positions is to effectively provide the services personally, or to immediately refer requests to the appropriate department manager. The items listed above are a summary of the major responsibilities of the position that must be met by an employee to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

We are proud to offer competitive wellness options and perks for both Part Time- and Full-Time employees; 

• Dedicated employee parking lot pass with company contribution for full time employees, fully-funded for salaried managers 

• Employer-subsidized medical, dental, and vision insurance 

• Company-funded $25K in complimentary life insurance and $1K/mo. in disability 

• Optional Disability, Life and AD&D, Critical Illness, and Accident Insurance options 

• Additional Health & Wellness benefits including prescription and gym membership discounts 

• Generous Paid Time Off package including Employer Paid Leave plus immediate Paid Vacation accruals 

• Flexible and understanding work-life equality