Front Desk Manager

Job Title

Front Desk Manager

DEPARTMENT: Front Office

REPORTS TO: Director of Rooms

STATUS: Exempt

The Front Office Manager is responsible for overseeing all front office operations, including the front desk, PBX/guest services, and related areas. This role ensures guests receive a warm welcome and exceptional service throughout their stay while maintaining operational efficiency and achieving financial goals. The manager leads and develops the front office team, coordinates with other departments, and handles guest concerns promptly.

Success in this position requires strong leadership, hands-on involvement, and a commitment to creating memorable guest experiences.

Education & Experience:

• High School diploma or equivalent required; college degree in hospitality or business preferred.

• Minimum 3 years of hotel experience.

• At least 2 years of front office leadership experience required.

• Experience with property management systems preferred.

Physical Requirements:

• Ability to stand, sit, or walk for extended periods or entire shifts.

• Ability to move, lift, carry, push, pull, and place objects weighing up to 70 pounds without assistance.

• Ability to reach overhead and below the knees, including bending, twisting, pulling, and stooping.

• Ability to handle stressful situations calmly and professionally.

General Requirements

• Friendly, courteous, and guest-oriented demeanor.

• Strong communication skills to effectively interact with guests and team members.

• Must maintain a neat, professional appearance at all times.

• Responsible, reliable, and able to perform duties with minimal supervision.

• Flexibility to work days, early mornings, evenings, overnights, weekends, and holidays.

• Must comply with company and brand standards.

• Complete departmental and brand standards training as assigned.

• Excellent communication and leadership skills.

• Ability to manage multiple priorities and meet deadlines.

• Strong organizational skills and attention to detail.

• Must represent the property and management company professionally.

• Flexible to assist other departments and fill in during peak periods.

Fundamental Requirements:

• Lead and manage front office operations, including staffing, scheduling, and training.

• Ensure exceptional guest service and resolve guest concerns promptly.

• Monitor occupancy, room rates, and revenue opportunities; implement upselling strategies.

• Coordinate with housekeeping, engineering, reservations, and other departments for seamless operations.

• Review financial reports, monitor expenses, and ensure accurate billing and cash handling.

• Conduct interviews, performance reviews, and associate development plans.

• Maintain compliance with operational standards and quality audits.

• Actively manage guest satisfaction metrics and implement improvement plans.

• Perform property inspections and ensure safety and cleanliness standards.

• Work shifts at the front desk as needed and assist during peak periods.

• Develop and implement departmental policies and procedures to improve efficiency.

• Analyze guest feedback and create action plans for continuous improvement.

• Ensure proper training on property management systems and technology updates.

• Monitor labor costs and adjust staffing to meet budget and service goals.

• Collaborate with sales and events teams to manage group arrivals and VIP experiences.

• Oversee inventory of front office supplies and ensure cost control measures.

• Lead daily briefings and communicate operational priorities to the team.

• Act as a liaison between guests and management for escalated issues.

• Support emergency procedures and ensure staff readiness for safety protocols.

• Perform other duties as assigned by management.

In accordance with New Jersey State Legislature (New Jersey Legislature Bill S2310 Sca (1R)) which requires private employers with ten (10) or more employees to include a range of pay for all advertised jobs, promotion, or transfer opportunities. This position pays $64,000 dependent on experience.

We re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.