Front Desk Manager

Key Responsibilities

• Guest Service & Front Desk Operations
• Greet and welcome guests with a warm, professional, and hospitable demeanor.
• Aid guests with check-in, check-out, reservations, room assignments, and special requests.
• Respond to guest inquiries and resolve concerns promptly and professionally.
• Provide information regarding hotel amenities, services, local attractions, and transportation options.
• Handle cash, credit card, and other payment transactions accurately and securely.
• Maintain a clean, organized, and professional front desk environment.
• Serve as a visible and accessible leader during assigned shifts.
• Team Leadership & Supervision
• Supervise, coach, and support Guest Service Representatives to ensure exceptional guest service.
• Assist with recruiting, interviewing, onboarding, and training front desk staff.
• Create and maintain employee schedules to ensure adequate staffing coverage.
• Monitor employee performance and provide ongoing feedback, coaching, and development.
• Cover performance evaluations and participate in disciplinary and corrective action processes as needed.
• Foster a positive, collaborative, and service-oriented team culture.
• Lead by example through professionalism, accountability, and a strong commitment to guest satisfaction.
• Operational Management
• Ensure compliance with hotel policies, brand standards, and operating procedures.
• Monitor room inventory, occupancy levels, and front desk workflows to maximize efficiency.
• Review daily reports, guest feedback, and operational metrics to identify improvement opportunities.
• Cook up with housekeeping, maintenance, sales, and other departments to ensure a seamless guest experience.
• Aid in implementing procedures that improve guest satisfaction and operational effectiveness.
• Support management with special projects, audits, and operational initiatives.
• Ensure accurate recordkeeping and reporting within the hotel management system.
• Problem Resolution
• Address escalated guest concerns and service recovery situations with professionalism and urgency.
• Make sound decisions to resolve issues while balancing guest satisfaction and company interests.
• Respond appropriately to emergencies and follow established safety and security procedures.

Skills and Qualifications

• High school diploma or equivalent required; degree or coursework in hospitality, business, or a related field preferred.
• Minimum of two years of hospitality, hotel front desk, or customer service experience preferred.
• Prior supervisory or leadership experience preferred.
• Strong customer service orientation with a passion for creating exceptional guest experiences.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Proven ability to lead, motivate, and develop team members.
• Strong organizational skills and attention to detail.
• Ability to work effectively in a fast-paced environment and manage multiple priorities.
• Proficiency with hotel property management systems, reservation systems, and standard computer applications.
• Ability to analyze situations, make decisions, and solve problems effectively.
• Flexibility to work various shifts, including evenings, weekends, and holidays.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to lift up to 25 pounds occasionally.
• Ability to use computers, telephones, and other office equipment regularly.