Front Desk Manager

Essential Duties and Responsibilities

• Oversee all functions of the Front Office department, including front desk, guest services, concierge, bell/valet staff (if applicable), and night audit operations.
• Recruit, train, coach, and schedule front office staff to ensure coverage and excellence in guest service at all times.
• Serve as the primary point of escalation for guest issues or special service requests, resolving concerns swiftly and graciously.
• Monitor daily operations to ensure optimal check-in/check-out experiences, guestroom assignment accuracy, billing processes, and team appearance and engagement.
• Foster interdepartmental communication and cooperation with housekeeping, maintenance, reservations, and food & beverage to ensure a seamless guest journey.
• Conduct daily stand-ups and regularly scheduled departmental meetings to promote team alignment and service consistency.
• Maintain and troubleshoot the property management system (PMS) and serve as the department's lead liaison with IT or third-party vendors as needed.
• Lead the department in alignment with brand standards, company policies, and legal/employment regulations.
• Execute or oversee schedule creation, timecard approvals, and departmental payroll reporting.
• Support hotel-wide initiatives, such as promotional campaigns, seasonal events, or capital improvement plans.
• Participate in the Manager-on-Duty (MOD) rotation and respond to operational or guest emergencies as required.

Education & Experience

• A high school diploma or equivalent required.
• A bachelor’s degree in hospitality management or related field strongly preferred.
• Minimum of 3–5 years of progressive experience in hotel front office operations, including at least 1–2 years in a supervisory or management role.
• Strong proficiency with hotel property management systems (e.g., Opera, Maestro, Cloudbeds, etc.) and Microsoft Office Suite.
• Proven success in managing teams, driving guest satisfaction, and meeting performance targets.

Professional Characteristics

• Charismatic and service-oriented leader with a high standard for professionalism and hospitality.
• Strong communicator—clear, respectful, and able to inspire and motivate a diverse team.
• Solution-driven and calm under pressure, especially when handling guest challenges or operational disruptions.
• Organized, proactive, and able to multi-task across fast-paced, guest-facing responsibilities.
• Strong business acumen, including the ability to read and act on financial and operational reports.
• Committed to continuous improvement and cultivating a positive, inclusive workplace culture.
• Comfortable with ambiguity and able to adapt to evolving guest expectations or business needs.
• Takes initiative and follows through on assignments with minimal supervision.
• Able to prioritize tasks and manage time efficiently in a fast-paced environment.

Scheduling & Travel

• This is a full-time, on-site leadership role that requires schedule flexibility, including availability to work evenings, weekends, holidays, and special events as needed.
• Occasional travel to attend company meetings, training, or off-site events may be required.

Physical Requirements

• Must be able to stand for extended periods.
• Ability to lift up to 25 lbs occasionally.
• Must be able to perform repetitive tasks and handle guest luggage when needed.