Kent Island Resort | Front Desk Manager

Kent Island Resort | A VIVÂMEE Hospitality Property

About Our Culture – VIVÂMEE Virtues

The culture at Kent Island Resort is built on our shared VIVÂMEE Virtues: JOY, HUMILITY, & MINISTRY.

JOY means we are a true team that enjoys serving others and winning together. We take pride in a job well done and celebrate success together.

HUMILITY means we recognize the dignity of every guest and team member. We strive to be helpful in all situations and are open to feedback, learning, and growth.

MINISTRY means our hospitality is purposeful. We approach each guest interaction with care, kindness, and intentionality—creating meaningful experiences that positively impact others.

We hire, coach, reward, and recognize team members based on these virtues. Alignment with these values is essential to being part of our team.

Position Summary

Kent Island Resort is seeking a highly motivated, service-focused, and organized Front Desk Manager to lead the daily operations of the Front Office team. As the first point of contact for many of our guests, the Front Desk Manager plays a critical role in delivering exceptional hospitality experiences while ensuring efficient front desk operations, team development, and guest satisfaction.

This leadership position is responsible for supervising front desk team members, maintaining service standards, resolving guest concerns, supporting revenue and occupancy goals, and creating a welcoming environment that reflects the VIVÂMEE Virtues.

The ideal candidate is an experienced hospitality professional with strong leadership skills, excellent communication abilities, and a passion for creating memorable guest experiences.

Key Responsibilities

Leadership & Team Development

• Lead, coach, train, and support Front Desk Agents to ensure exceptional guest service.
• Foster a positive, collaborative, and service-oriented team culture.
• Assist with hiring, onboarding, scheduling, and performance management of front desk staff.
• Monitor team performance and provide ongoing feedback and development opportunities.
• Ensure team members consistently embody the VIVÂMEE Virtues in all guest interactions.

Guest Experience

• Serve as the primary point of contact for escalated guest concerns and service recovery situations.
• Ensure a seamless and welcoming guest experience throughout the arrival, stay, and departure process.
• Maintain high guest satisfaction scores through proactive service and problem resolution.
• Build positive relationships with guests and respond promptly to guest feedback.

Front Office Operations

• Oversee all front desk activities, including check-in, check-out, room assignments, and reservations.
• Ensure accuracy of guest accounts, billing, payments, and daily transactions.
• Maintain compliance with cash-handling procedures and company policies.
• Monitor room inventory and collaborate with housekeeping and maintenance to ensure room readiness.
• Generate and review operational reports, including occupancy, arrivals, departures, and revenue tracking.
• Ensure front desk workspaces remain organized, professional, and guest-ready at all times.

Communication & Collaboration

• Partner with Housekeeping, Maintenance, Food & Beverage, and Events teams to ensure seamless guest experiences.
• Communicate important guest information and operational updates to resort leadership and team members.
• Support resort initiatives, special events, and seasonal programming as needed.

Qualifications

• Minimum of 2–4 years of hospitality or hotel front office experience required.
• Previous supervisory or management experience preferred.
• Experience working with Property Management Systems (PMS); Opera experience preferred.
• Strong customer service and guest relations background.
• Proven ability to lead teams and manage multiple priorities in a fast-paced environment.
• High School Diploma or equivalent required; Hospitality or related education preferred.

Knowledge, Skills & Abilities

• Strong leadership and team-building skills.
• Excellent communication and interpersonal abilities.
• Exceptional guest service and conflict-resolution skills.
• Strong organizational and time-management capabilities.
• Ability to make sound decisions and solve problems effectively.
• Proficiency in Microsoft Office Suite and hotel management software.
• Ability to maintain professionalism and composure under pressure.
• Detail-oriented with strong administrative and operational skills.
• Ability to analyze reports and identify opportunities for operational improvements.

Work Requirements

• Ability to work a flexible schedule including mornings, evenings, weekends, holidays, and special events.
• Ability to stand and walk for extended periods throughout the shift.
• Ability to occasionally lift and carry up to 25 pounds.
• Ability to work in a fast-paced hospitality environment while maintaining attention to detail.
• Reliable attendance and punctuality are essential.

Compensation & Benefits

• Competitive salary based on experience
• Health, dental, and vision benefits (for eligible full-time team members)
• Paid Time Off (PTO)
• Employee discounts on dining, resort amenities, and merchandise
• Career growth and advancement opportunities within VIVÂMEE Hospitality
• Supportive leadership team and culture-driven work environment

Why Join Kent Island Resort?

Nestled on Maryland's beautiful Eastern Shore, Kent Island Resort offers team members the opportunity to work in an inspiring hospitality environment where service excellence, teamwork, and personal growth thrive. As part of the VIVÂMEE Hospitality family, you'll help create memorable experiences while building a rewarding career grounded in our virtues of Joy, Humility, and Ministry.

Disclaimer

This job description is not intended to be an exhaustive list of duties, responsibilities, or qualifications associated with the position. Management reserves the right to revise the position or require additional duties as business needs evolve.

Kent Island Resort is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act (ADA), reasonable accommodations may be made to enable qualified individuals to perform the essential functions of the position.