Front Desk Manager

Hourly Rate: $31.21 – $38.47 (non-exempt management position; overtime paid in accordance with state and federal law). Valid driver’s license with at least one year of clean driving history may be required. Relocation assistance available.

About the Role

Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Directs and works with managers and employees to ensure an efficient check-in and check-out process, guest and employee satisfaction, and maximizes the financial performance of the department.

Qualifications

• High school diploma or GED; 2 years experience in guest services, front desk, or related professional area.
• OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

Responsibilities

• Manages day-to-day front-office operations, ensuring quality, standards, and guest expectations are met.
• Handles complaints, settles disputes, and resolves grievances or conflicts.
• Supervises staffing levels to meet guest service, operational, and financial objectives.
• Ensures regular communication with employees about business objectives, expectations, and performance.
• Understands and manages department operations to achieve or exceed financial goals.
• Leads, influences, and encourages team members with interpersonal and communication skills.
• Serves as a role model, demonstrating appropriate behaviors and managing employees.
• Performs duties in employees’ absence and maintains collaborative relationships within the team.
• Supervises all front-office areas in the absence of the Front Office or Assistant Front Office Manager.
• Provides exceptional customer service, responds to guest problems, and empowers employees to deliver excellent service.
• Interacts with guests to obtain feedback and improve service quality.
• Implements customer recognition/service programs and ensures adherence to credit policies.
• Supervises daily shift operations, room revenue procedures, and compliance with policies and standards.
• Ensures fair administration of property policies and disciplinary procedures.
• Supports employee development, coaching, and mentoring to improve skills.
• Solicits employee feedback and addresses concerns to improve satisfaction.
• Assists in interviewing, hiring, and training new employees.
• Participates in employee progressive discipline procedures.
• Communicates relevant information to supervisors, peers, and subordinates.
• Performs front-desk duties and runs shifts as necessary.
• Participates in departmental meetings and communicates front-desk goals.