Front Desk Manager

Key Responsibilities

• Front Desk Leadership & Operations
• Lead the day-to-day operations of the Front Desk/Haus Experience team.
• Recruit, train, coach, and develop Front Desk team members.
• Create schedules that balance service standards, business needs, and labor budgets.
• Conduct performance reviews, provide ongoing coaching, and address performance concerns when necessary.
• Ensure team members consistently deliver exceptional guest and member service.
• Maintain coverage and operational efficiency across all shifts.
• Guest & Member Experience
• Oversee the arrival, departure, and overall guest journey to deliver a personalized and memorable experience.
• Support and enhance pre-arrival communication and guest engagement efforts.
• Resolve guest, member, and owner concerns promptly and professionally.
• Monitor guest feedback, surveys, online reviews, and Net Promoter Scores (NPS) and implement action plans for continuous improvement.
• Ensure welcome amenities, special requests, and guest recognition programs are executed consistently.
• Rooms & Reservations Management
• Maintain accurate room inventory and ensure proper system connectivity across distribution channels.
• Support reservation processes, room assignment strategies, and operational readiness.
• Collaborate with Revenue Management and property leadership to identify opportunities to maximize occupancy and revenue.
• Ensure room status accuracy and effective communication between Front Desk and Haus-Keeping teams.
• Manager on Duty Responsibilities
• Serve as Manager on Duty (MOD) and primary escalation point for operational, guest, and team issues.
• Review daily operational reports and ensure timely follow-up on outstanding items.
• Cook up with department leaders to address service recovery opportunities and operational challenges.
• Maintain a visible presence throughout the property and support all departments as needed.
• Team Development & Training
• Develop and maintain Front Desk training materials, SOPs, and service standards.
• Train team members on Gravity Haus systems, service expectations, and membership programs.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Support onboarding and ongoing professional development of team members.
• Operational Excellence
• Ensure compliance with company policies, procedures, and brand standards.
• Maintain operational systems and processes to drive efficiency, accuracy, and consistency.
• Monitor department expenses and contribute to annual planning and budgeting efforts.
• Support sustainability initiatives by identifying opportunities to reduce waste and improve operational efficiency.
• Cross-Functional Leadership
• Build strong partnerships with Haus-Keeping, Food & Beverage, Membership, Sales, and other property departments.
• Collaborate with leadership teams to support property goals, special events, and guest experience initiatives.
• Act as a positive ambassador for Gravity Haus, its culture, values, and community.

What We’re Looking For

• 3+ years of Front Office, Guest Services, or Hotel Operations leadership experience.
• Previous experience supervising or managing hospitality teams.
• Strong understanding of hotel operations, reservations, and property management systems.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Proven ability to lead teams, drive accountability, and develop employees.
• Highly organized with strong attention to detail and follow-through.
• Comfortable making decisions and solving problems in a dynamic environment.
• Passion for hospitality, guest experience, and creating memorable moments.
• Experience with hotel PMS systems and hospitality technology platforms preferred.

About Gravity Haus

Gravity Haus is a community-driven adventure lifestyle brand with hotels, restaurants, and experiences that empower a modern way of travel. We create spaces where locals and travelers connect, refuel, and play — all rooted in the spirit of the outdoors and intentional living.

At the heart of everything we do are our core values, which guide our culture, service, and growth:

• Keep Growing
• Bring Others Along
• Create Powerful Moments
• Be “All-In” + Go the Distance
• Make it Better than You Found It

We’re looking for team members who share these values and want to make a meaningful impact in both their work and community.

What We Can Offer You

When you join Gravity Haus, you’re not just taking a job — you’re stepping into a community with benefits, perks, and opportunities to grow. Full-time team members enjoy health insurance, a 401(k) with company match, and an All-In Gravity Haus Membership that includes adventure perks like discounted stays, gear rentals, wellness programming, and more. Part-time team member benefits vary.

Relocation Assistance Available

For candidates considering a move to join our team, Gravity Haus offers a relocation assistance package, including temporary housing support, to help ensure a smooth transition to the area. Details will be discussed during the interview process.