Front Desk Manager

Job Description

Under the general guidance of the Director of Front Office, the Front Desk Manager is responsible for overseeing the daily operations of the Front Office Department, including Guest Services and Front Desk operations. The Front Desk Manager ensures seamless and exceptional guest experience while maintaining operational efficiency and profitability. This role supports both front and back office functions and ensures that service standards meet or exceed brand expectations.

The Front Desk Manager also serves as the primary point of contact for guests and collaborates closely with all hotel departments to drive guest satisfaction and operational excellence.

• Oversee and ensure the efficient daily operations of the Front Desk, including guest checkin/check-out, telephone services, and compliance with hotel policies and procedures.
• Lead by example by actively promoting the company’s core values, brand standards, and service culture.
• Supervise the Front and Back Office to maintain smooth and efficient operations across all shifts.
• Ensure front desk, guest and telecommunications services are delivered professionally, courteously, and in a timely manner, including call handling, guest messaging, and issue resolution.
• Direct, support, and train front of house team, including onboarding, ongoing training, and performance development in alignment with brand standards.
• Organize staff schedules and break rotations to ensure proper coverage and task completion throughout shifts.
• Monitor, track, and maintain records of guest feedback and service recovery through platforms such as Tripadvisor, Yelp, Google, Guest Alerts, Glitch Log, Revinate, Review Pro, and Nuvola.
• Review guest satisfaction reports (e.g., Pulse Report) to identify service opportunities, initiate improvements, and enhance loyalty and satisfaction scores.
• Serve as a key point of contact for resolving guest concerns or complaints, ensuring timely follow-up and resolution.
• Complete and review daily reports, shift checklists, and ensure accurate documentation of all front desk transactions, including No-Show charges, posting, settlements, and deposits.
• Maintain staff engagement through regular coaching, mentoring, recognition programs, and departmental goal alignment.
• Conduct interviews, onboarding, coaching, counseling, and performance evaluations for front office staff.
• Evaluate team performance regularly, taking corrective action when needed to uphold service excellence.
• Participate in hotel and departmental meetings and contribute to broader hotel initiatives and compliance efforts.
• Ensure adherence to all brand standards, operational policies, and safety/loss prevention procedures.
• Collaborate closely with Revenue Management to monitor daily occupancy, manage availability, and address potential booking challenges.
• Foster a culture of empowerment by equipping team members with the tools, training, and support to make guest-focused decisions.
• Provide lateral service as needed, stepping into related roles or responsibilities to support team and guest needs.
• Ensure all necessary reports and forms are completed daily.
• Any other reasonable duties as assigned by the supervisor or manager.
• We recognize we are in the hospitality industry and that it may require us to provide lateral service.
• We will on occasion call for everyone in the team to, on a routine basis, perform various related tasks as needed in the spirit of providing exceptional guest service.

Qualifications

• High School Diploma or equivalent required. Bachelor’s Degree preferred
• Minimum two (2) to four (4) years of management experience in a Front Office Leadership role, preferably in an upscale or lifestyle brand hotel
• Proven team leader with a high level of energy and motivation with a proven track record of living the company’s values
• An intermediate to proficient understanding of Computer systems such as:
  Opera, Go Concierge, Nuvola, Microsoft Word, Excel & Outlook is preferred
• Ability to spend extended lengths of time viewing a computer screen
• Possess a gracious, friendly, and fun demeanor
• Ability to multitask, work in a fast-paced…