Front Desk Manager

Department: Hotel

Reports to: General Manager

Job Type: Full Time, Exempt

Job Summary:

The Front Desk Manager oversees the daily operations and supervision of the front desk team. This role involves ensuring that guests receive exceptional service while maintaining high standards. The Front Desk Manager also serves as the Manager on Duty, proactively addressing and resolving issues while fostering a warm and welcoming environment.

Duties and Responsibilities

• Oversee scheduling for employees at the front desk
• Assist in recruitment efforts and communicate with the General Manager and Human Resources about the status of all open positions, as well as the status of all applicants
• Monitor and control staff performance by administering annual performance reviews for the team
• Leads by example: Provides Great Customer Service to all guests in a warm and friendly manner.
• Trains each Front Office Associate and Concierge to deliver efficient, excellent service to customers and guests.
• Ensures Associates have current knowledge of hotel products, services, facilities, events, pricing, and policies, as well as the local area and events.
• Ensure proper procedures are followed during guest check-in and out
• Solicit guest feedback via guest comment cards and acknowledge guest preferences for future visits
• Assist Front Desk Agents with billing, arrivals, departures, and guest satisfaction
• Enforces adherence to the Company’s standards of dress and appearance.
• Develops knowledge of frequent guests and their special requests and needs.
• Orders office supplies as needed
• Performs other duties, as assigned, to meet business needs

Knowledge, Skills & Abilities:

• Excellent communication and leadership skills
• Ability to multitask and lead by example
• Excellent interpersonal skills; able to communicate well with customers and staff members
• Supervisory and performance management skills
• Excellent time management and organizational skills; attention to detail
• Ability to deal with guests when they are angry or upset
• Ability to work quickly and thoroughly when under pressure
• Bachelor’s degree in Hospitality, Business, or a related field preferred, or equivalent professional experience in hotel or resort operations
• Flexible schedule to include all shifts as needed, including weekends and holidays
• Knowledge of local and surrounding communities
• Must be able to stand for long periods

Job Perks & Benefits:

• Complimentary daily meal
• Health, Dental, and Vision insurance
• Short Term Disability
• 401K with employer matching
• Paid time off