Front Desk Manager

About the role

We are seeking a highly organized and customer-focused Front Desk Manager to oversee front desk operations at our hotel. This role is responsible for ensuring seamless guest experiences, managing the front desk team, and maintaining high service standards. The ideal candidate will have strong leadership skills, a passion for hospitality, and the ability to handle guest inquiries and operational challenges with efficiency and professionalism.

Responsibilities

• Oversee daily front desk operations, including guest check-ins/check-outs, room assignments, and reservations.
• Ensure a seamless guest experience by addressing inquiries, handling complaints, and resolving issues promptly.
• Maintain a welcoming and professional atmosphere at the front desk, promoting excellent customer service.
• Communicate important guest details (e.g., VIPs, special requests) to relevant departments to ensure a personalized experience.
• Supervise, train, and mentor front desk staff to uphold the highest service standards.
• Develop and implement policies, procedures, and best practices for the front desk team.
• Schedule and assign work to ensure optimal coverage and efficiency.
• Conduct regular performance evaluations and provide coaching for staff development.
• Work closely with housekeeping, food and beverage, and sales teams to ensure smooth operations.
• Monitor front desk financial transactions, including cash handling, credit card processing, and deposits.
• Implement reservation and pricing strategies to maximize hotel occupancy and revenue.
• Ensure compliance with all health, safety, and service regulations.
• Regularly inspect the front desk area, public spaces, and guest rooms for cleanliness and adherence to hotel standards.
• Analyze guest feedback and implement improvements to enhance the overall guest experience.
• Serve as the Manager on Duty when required, handling any operational or guest-related concerns.

Requirements

• Supervisory or management experience in a hotel or hospitality setting is required.
• Strong ability to lead, mentor, and develop a high-performing front desk team.
• Excellent decision-making and conflict resolution skills.
• Outstanding verbal and written communication skills for guest interactions and team collaboration.
• Proficiency in Microsoft Office and Opera property management systems.
• Ability to stand, bend, lift up to 50 pounds, and move around the facility as needed.
• Availability to work mornings, evenings, weekends, and holidays; overnight shift coverage may be required.
• A valid driver's license is required.