Front Desk Manager

Scope of Position
The Front Office Manager supports and oversees all guest service operations—including guest registration, bell services, telephone services, night audit, and reservations—to ensure exceptional guest experiences, operational efficiency, and maximum profitability.

Primary Responsibilities

• Assist in training, coaching, and supervising Guest Service Agents, Front Desk Agents, and Night Auditors to maintain high performance standards.

• Oversee and actively participate in guest registration, check-in, and check-out processes.

• Prepare and manage staff schedules in alignment with labor standards, occupancy forecasts, and budget requirements; assign daily tasks and monitor labor costs.

• Resolve guest concerns promptly and professionally, ensuring timely follow-up for satisfaction.

• Enforce established procedures for accounting, credit control, financial transactions, cash handling, guest safety, and emergency protocols.

• Respond quickly to guest requests or issues with a courteous, solution-focused approach.

• Maintain a professional image at all times through appearance, demeanor, and communication.

• Communicate company policies and procedures clearly and consistently to staff.

• Support the hiring process, including interviewing, reference checks, and evaluations, in alignment with company hiring standards.

• Facilitate or assist with training sessions on safety, security, departmental procedures, and service guidelines.

• Ensure the business center is fully stocked and operational each day.

• Attend bi-weekly management meetings in the Director’s absence.

Qualifications

• Previous front office or hospitality supervisory experience required; experience with Marriott brand standards and Lightspeed PMS is a significant plus.

• Strong leadership, problem-solving, and communication skills.

• Ability to work flexible schedules, including nights, weekends, and holidays.

• Proficiency in hotel management systems and MS Office Suite.