Front Desk Manager

Job Summary

We are seeking an experienced, customer-focused Front Desk Manager to lead our front office operations at the hotel. This individual will serve as both a working manager and a front-line guest service professional, providing exceptional service to guests while supervising, coaching, and supporting Guest Service Representatives. The Front Desk Manager is responsible for ensuring smooth daily front desk operations, maintaining high service standards, resolving guest concerns, and fostering a positive team environment that delivers memorable guest experiences.

Key Responsibilities

Guest Service & Front Desk Operations

• Greet and welcome guests with a warm, professional, and hospitable demeanor.
• Assist guests with check-in, check-out, reservations, room assignments, and special requests.
• Respond to guest inquiries and resolve concerns promptly and professionally.
• Provide information regarding hotel amenities, services, local attractions, and transportation options.
• Handle cash, credit card, and other payment transactions accurately and securely.
• Maintain a clean, organized, and professional front desk environment.
• Serve as a visible and accessible leader during assigned shifts.

Team Leadership & Supervision

• Supervise, coach, and support Guest Service Representatives to ensure exceptional guest service.
• Assist with recruiting, interviewing, onboarding, and training front desk staff.
• Create and maintain employee schedules to ensure adequate staffing coverage.
• Monitor employee performance and provide ongoing feedback, coaching, and development.
• Conduct performance evaluations and participate in disciplinary and corrective action processes as needed.
• Foster a positive, collaborative, and service-oriented team culture.
• Lead by example through professionalism, accountability, and a strong commitment to guest satisfaction.

Operational Management

• Ensure compliance with hotel policies, brand standards, and operating procedures.
• Monitor room inventory, occupancy levels, and front desk workflows to maximize efficiency.
• Review daily reports, guest feedback, and operational metrics to identify improvement opportunities.
• Coordinate with housekeeping, maintenance, sales, and other departments to ensure a seamless guest experience.
• Assist with implementing procedures that improve guest satisfaction and operational effectiveness.
• Support management with special projects, audits, and operational initiatives.
• Ensure accurate recordkeeping and reporting within the hotel management system.

Problem Resolution

• Address escalated guest concerns and service recovery situations with professionalism and urgency.
• Make sound decisions to resolve issues while balancing guest satisfaction and company interests.
• Respond appropriately to emergencies and follow established safety and security procedures.
• Additional Responsibilities
• May assist with airport shuttle coordination or transportation services as needed.
• Perform other duties as assigned to support hotel operations.

Skills and Qualifications

• High school diploma or equivalent required; degree or coursework in hospitality, business, or a related field preferred.
• Minimum of two years of hospitality, hotel front desk, or customer service experience preferred.
• Prior supervisory or leadership experience preferred.
• Strong customer service orientation with a passion for creating exceptional guest experiences.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Proven ability to lead, motivate, and develop team members.
• Strong organizational skills and attention to detail.
• Ability to work effectively in a fast-paced environment and manage multiple priorities.
• Proficiency with hotel property management systems, reservation systems, and standard computer applications.
• Ability to analyze situations, make decisions, and solve problems effectively.
• Flexibility to work various shifts, including evenings, weekends, and holidays.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to lift up to 25 pounds occasionally.
• Ability to use computers, telephones, and other office equipment regularly.