Front Desk Manager

Job Summary

We are seeking a highly organized and customer-focused Front Desk Manager to oversee front desk operations at our hotel.

Key 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.

• Carry out 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.

Qualifications & Requirements

• Experience: Supervisory or management experience in a hotel or hospitality setting is required.

• Leadership: Strong ability to lead, mentor, and develop a high-performing front desk team.

• Problem-Solving: Excellent decision-making and conflict resolution skills.

• Communication: Outstanding verbal and written communication skills for guest interactions and team collaboration.

• Technical Skills: Proficiency in Microsoft Office and Opera property management systems.

• Physical Requirements: Ability to stand, bend, lift up to 50 pounds, and move around the facility as needed.

• Schedule Flexibility: Availability to work mornings, evenings, weekends, and holidays; overnight shift coverage may be required.

• Licenses: A valid driver’s license is required.