Front Desk PM; Evening Manager

Position: Front Desk PM (Evening) Manager
## Description
*
* Job Title:

Front Desk Manager
**** Department:
Front Office / Guest Services
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* Reports To:

Director of Front Office**--
- ** Position Summary
** The Front Desk Manager assists with overseeing all front office operations to ensure an exceptional guest experience from check-in to check-out. This role is responsible for supervising the front desk team, managing guest relations, ensuring efficient processes, and maintaining the highest standards of hospitality, professionalism, and service in alignment with the resort’s brand values.

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- ** Key Responsibilities**
* ** Guest Experience Management**  + Ensure guests receive prompt, professional, and personalized service at all times.  + Handle guest complaints, requests, and feedback efficiently and empathetically.  + Oversee VIP and special guest arrivals, departures, and arrangements.  + Maintain strong relationships with guests to encourage repeat visits and positive reviews.
* ** Team Leadership & Training**  + Assist with recruiting, train, and evaluate front desk and concierge staff.  + Foster a culture of teamwork, service excellence, and accountability.  + Conduct daily briefings to communicate resort updates, occupancy forecasts, and VIP details.
* ** Operations Management**  + Supervise daily front desk operations, including check-in/out, billing, and reservations.  + Ensure accurate use of the property management system (PMS).  + Monitor and manage room inventory and coordinate with housekeeping for room readiness.  + Oversee cash handling, balancing, and financial reporting procedures.
* ** Administration & Reporting**  + Prepare occupancy reports, revenue summaries, and performance metrics.  + Collaborate with other departments (Housekeeping, Maintenance, Food & Beverage) to ensure seamless guest service.  + Maintain compliance with resort policies, health & safety standards, and local regulations.
* ** Sales & Revenue Support**  + Promote resort amenities, upgrades, and special packages.  + Support the revenue management team with rate strategies and upselling initiatives.

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- ** Key Competencies
*** Guest-focused mindset
* Professional appearance and demeanor
* Leadership and team motivation
* Attention to detail and organization
* Conflict resolution and emotional intelligence
* Multitasking in a fast-paced environment## Qualifications
** Qualifications
* ** Bachelor’s degree in hospitality management or related field (preferred).
* 3–5 years of front office or guest services experience, with at least 1–2 years in a supervisory role.
* Strong knowledge of hotel operations and PMS software (e.g., Opera, Maestro, or similar).
* Excellent communication, leadership, and problem-solving skills.
* Ability to work flexible hours, including weekends and holidays.
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