Front Desk - Manager

Front Desk Manager

The Front Desk Manager oversees the daily operations of the front desk and guest services team, ensuring exceptional customer service, efficient check-in and check-out processes, and seamless communication across departments. This position is responsible for supervising front desk staff, resolving guest concerns, maintaining service standards, and supporting operational and financial goals.

• Lead and manage front desk operations to ensure a welcoming and professional guest experience.
• Oversee guest check-in, check-out, room assignments, and service requests.
• Respond promptly and effectively to guest inquiries, concerns, and escalated issues.
• Ensure compliance with company service standards, policies, and procedures.
• Monitor guest satisfaction and implement improvements to enhance the guest experience.

• Recruit, train, coach, and develop front desk associates.
• Create employee schedules and manage staffing levels to meet business needs.
• Conduct performance evaluations and provide ongoing feedback.
• Foster a positive, collaborative, and service-oriented work environment.
• Address employee relations concerns in partnership with Human Resources.

• Monitor cash handling procedures, billing accuracy, and daily transaction reconciliation.
• Assist in managing departmental budgets and controlling labor costs.
• Prepare and review operational reports, occupancy data, and performance metrics.
• Ensure accurate recordkeeping and compliance with company and regulatory requirements.

• Collaborate with housekeeping, maintenance, security, sales, and other departments to ensure smooth operations.
• Communicate important guest and operational information during shift transitions.
• Participate in management meetings and contribute to operational planning and decision-making.

• High school diploma or equivalent.
• Minimum 2-3 years of front desk, guest service, or hospitality experience.
• Previous supervisory or leadership experience.
• Strong customer service and conflict-resolution skills.
• Proficiency with property management systems, reservation systems, and Microsoft Office applications.
• Excellent verbal and written communication skills.

• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• Experience in hotel, resort, healthcare, or corporate reception environments.
• Knowledge of revenue management and operational reporting.

• Leadership and team development.
• Customer service excellence.
• Problem-solving and decision-making.
• Organizational and time-management skills.
• Financial acumen.
• Attention to detail.
• Professionalism and adaptability.

• Ability to stand and walk for extended periods.
• Ability to lift up to 25 pounds occasionally.
• Ability to work evenings, weekends, holidays, and flexible schedules as needed.
Work Environment

This position operates in a fast-paced customer-facing environment and requires frequent interaction with guests, employees, and management. The Front Desk Manager must maintain a professional appearance and demonstrate a commitment to delivering exceptional service.

$45,000 - $55,000

Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.