Front Desk Manager

Job Number: 26121238 | Category: Rooms & Guest Services Operations | Location: 2800 Opryland Drive, Nashville, TN 37214, United States | Schedule: Full Time | Pay Range: $53,600–$68,000 annually (Bonus Eligible)

Job Summary

Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Directs and works with managers and employees to carry out procedures ensuring an efficient check‑in and check‑out process, guest and employee satisfaction, and maximizes the financial performance of the department.

Candidate Profile

• High school diploma or GED with 2 years experience in guest services, front desk, or related professional area; OR
• 2‑year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major (no work experience required).

Core Work Activities

Maintaining Guest Services and Front Desk Goals

• Manage day‑to‑day operations, ensuring quality standards and customer expectations are met.
• Develop specific goals and plans to prioritize, organize, and accomplish work.
• Handle complaints, settle disputes, resolve grievances, and negotiate with others.
• Supervise staffing levels to meet guest service, operational, and financial objectives.
• Communicate business objectives, recognize performance, and drive desired results.
• Understand and influence the department’s impact on overall property financial goals.

Supporting Management of Front Desk Team

• Lead, influence, and encourage team members using strong interpersonal and communication skills.
• Advocate sound financial/business decisions, demonstrate honesty/integrity, and lead by example.
• Build mutual trust, respect, and cooperation among team members.
• Supervise and manage employees, covering duties in their absence.
• Maintain open, collaborative relationships within the team.
• Supervise all Front Office areas in the absence of the Front Office or Assistant Front Office Manager.

Ensuring Exceptional Customer Service

• Provide above‑and‑beyond service for customer satisfaction and retention.
• Communicate with guests to understand needs, give guidance, feedback, and coaching.
• Respond to and resolve guest problems and complaints.
• Empower employees to deliver excellent service and observe service behaviors.
• Gather guest feedback on product quality and service levels, emphasizing continuous improvement.

Managing Projects and Policies

• Implement the customer recognition/service program and train staff.
• Monitor adherence to credit policies and procedures to reduce bad debts and rebates.
• Supervise same‑day selling procedures to maximize room revenue and control occupancy.
• Oversee daily Front Desk shift operations, ensuring compliance with policies, standards, and procedures.
• Administer property policies fairly and consistently; complete disciplinary documentation per SOPs and LSOPs.

Supporting Human Resource Activities

• Coach, mentor, and develop team members to improve knowledge and skills.
• Solicit employee feedback, use an “open door” policy, and address satisfaction concerns.
• Assist with interviewing, hiring, and orientation of new employees.
• Participate in progressive discipline procedures.

Additional Responsibilities

• Provide information to supervisors, co‑workers, and subordinates via telephone, email, or in person.
• Analyze information and evaluate results to choose optimal solutions.
• Update executives, peers, and subordinates on relevant information promptly.
• Perform Front Desk duties as needed and run Front Desk shifts when required.
• Participate in departmental meetings and communicate clear goals.