Front Desk Manager

About the Team

The Courtyard Newark – University of Delaware is located on a beautiful suburban campus and is one of Delaware’s first "Green Lodging" establishments. It is near many local businesses and is adjacent to Clayton Hall Conference Center, a university-run facility.

Job Description

Help Drive the Success of Our Hotel Every Day.

The Front Office Manager is one of the most influential leaders in the hotel, serving as a key operational partner to hotel leadership while guiding the team responsible for creating exceptional guest experiences every day. This role extends far beyond the Front Desk. It requires a leader who can develop people, solve problems, anticipate challenges, and maintain operational excellence in a dynamic hospitality environment.

The Front Office Manager works closely with the Hotel Manager and Executive Leadership Team, serving as a key contributor to the hotel's daily operations, guest satisfaction, financial performance, and overall success.

What You'll Do

• Lead all Front Office operations, including Front Desk, Reservations, Night Audit, and guest service functions.
• Recruit, train, coach, and develop a high-performing guest services team.
• Create schedules, manage labor expenses, and ensure appropriate staffing levels based on business demands.
• Maintain operational excellence, monitor guest satisfaction, and resolve concerns professionally and effectively.
• Review daily business levels and anticipate operational challenges before they arise.
• Ensure compliance with all Shaner, Marriott, and hotel policies, procedures, and brand standards.
• Manage cash controls, credit procedures, room inventory, and financial accountability within the department.
• Partner closely with Housekeeping, Engineering, Sales, Food & Beverage, and Accounting to ensure seamless hotel operations.
• Monitor occupancy, room availability, room type balancing, and yield management initiatives.
• Assist with budgeting, forecasting, labor management, and financial performance goals.
• Handle guest, employee, and operational issues with professionalism, urgency, and sound judgment.
• Serve as Manager on Duty and hotel leader as business demands require.
• Support training, coaching, and performance management initiatives to develop future hospitality leaders.
• Maintain strong communication across all departments to ensure a consistent guest experience and efficient hotel operations.

What We're Looking For

• A high school diploma or equivalent.
• Minimum 2 years of hotel supervisory experience, including Front Office leadership responsibilities preferred.
• A strong understanding of hotel operations, guest service, and front office procedures.
• Experience leading teams in a fast-paced hospitality environment.
• Excellent communication, conflict-resolution, and decision-making skills.
• Strong organizational and time-management abilities.
• The ability to analyze situations, make decisions quickly, and follow through effectively.
• A working knowledge of hotel systems, financial controls, labor management, and revenue management concepts.
• The ability to work independently with minimal supervision.
• A professional demeanor and the ability to maintain composure in a fast-moving environment.

Preferred Qualifications

• Previous Marriott experience.
• Experience with hotel property management systems.
• Some college coursework or degree.
• Spanish language proficiency a plus.

The Ideal Candidate

• An experienced hospitality leader who is ready to make an impact.
• Calm under pressure and comfortable making decisions in real time.
• Flexible and adaptable in a 24-hour operation.
• Comfortable holding associates accountable while building a positive team culture.
• Hightly organized and detail-oriented.
• Able to shift seamlessly between guest service, employee leadership, financial oversight, and operational problem-solving.
• A collaborative partner who enjoys working closely with other department leaders.
• Dependable, resourceful, and proactive.
• Willing to lead by example and jump in wherever needed to support the success of the hotel and your team.

Schedule Expectations

Hospitality is a 24-hour business, and this role requires flexibility. While schedules are generally planned in advance, the Front Office Manager must be prepared to work a variety of shifts, including mornings, evenings, weekends, holidays, and occasional overnight support when business needs require.

Benefits

Salaried compensation and benefits.

Equal Opportunity Employer

This company is an equal opportunity employer.