Front Desk Manager

The Front Desk Manager leads the day-to-day operations of the Front Office at Banana Bay. You'll coach and schedule the team, elevate guest satisfaction, safeguard revenue and cash controls, and ensure smooth, efficient arrivals and departures-while modeling a warm, genuine service culture.

Key Responsibilities

Guest Experience & Operations

• Oversee all front desk functions: check-in/out, room assignments, key control, payment authorization, and folio accuracy.

• Anticipate needs; handle VIPs, special requests, groups, and service recovery with urgency and empathy.

• Maintain lobby presence, reduce wait times/lines, and ensure brand standards, cleanliness, and ambiance.

Team Leadership

• Recruit, train, schedule, and coach Front Desk Agents and Night Auditors; conduct huddles and 1:1s; manage performance and recognition.

• Create clear SOPs/SOGs and hold team accountable for service, accuracy, and professionalism.

• Build an engaged, cross-trained team with reliable shift coverage and minimal overtime.

Revenue, Controls & Reporting

• Ensure rate integrity, upsell programs, and accurate billing; oversee cash banks, deposits, refunds, chargebacks, and direct-bill procedures.

• Review daily revenue reports, no-shows, variances, and exceptions; validate adjustments and comps.

• Partner with Revenue Management on inventory controls, overbooking strategy, and walk procedures.

House Status & Cross-Department Coordination

• Coordinate with Housekeeping and Engineering for room readiness, out-of-order/defect tracking, and rapid turnarounds.

• Communicate pre-arrival details, group resumes, and daily event sheets; ensure seamless handoffs between shifts.

Night Audit & Compliance

• Oversee night audit checklist, close procedures, and distribution of daily reports.

• Uphold PCI, ADA, privacy, and safety policies; complete incident documentation and training refreshers.

Systems & Administration

• Serve as property lead for PMS/POS/key system/payment terminals; troubleshoot and escalate as needed.

• Maintain front office supplies, uniforms, and operating budgets; track labor vs. forecast and manage vendor relationships for FO needs.

Benefits We Offer:

• Competitive Salary: A comprehensive and competitive compensation package.
• Performance Bonuses: Based on company and individual performance.
• Health Benefits: Full medical, dental, and vision coverage.
• Retirement Savings: 401(k) plan with company match to help secure your financial future.
• Paid Time Off (PTO): Generous vacation, sick leave, and paid holidays to promote work-life balance.
• Professional Development: Opportunities for career advancement, mentorship, and ongoing learning.
• Employee Discounts: Discounts on hotel stays and services across PHM properties.
• Wellness Programs: Access to health and wellness initiatives to support a balanced lifestyle.
• Flexible Work Environment: Options for flexible scheduling and work arrangements to promote work-life balance.

Performance Hospitality Management (PHM) is an Equal Opportunity Employer (EEO):

PHM is committed to diversity, equity, and inclusion in the workplace. We provide equal employment opportunities to all qualified individuals regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, disability, or age. We embrace diversity and are committed to creating an inclusive environment for all employees.

• 3+ years hotel front office experience with 1-2 years in a supervisor/assistant manager role (front desk or rooms).

• Strong guest service, coaching, and conflict-resolution skills; calm, clear communicator under pressure.

• Proficient with PMS (e.g., Opera/Cloud PMS), POS, payment terminals, and Microsoft Office/Google Workspace.

• Working knowledge of cash handling, chargebacks, and direct-bill; basic understanding of revenue and inventory concepts.

• Flexible availability (nights, weekends, holidays as needed); reliable, professional, and detail-oriented.

• Bilingual (e.g., Spanish/English) a plus.

Physical Requirements

• Stand/walk for extended periods; bend/reach; lift, push, or pull up to 25 lbs; frequent use of computer and POS systems.