Front Desk Manager

About the role

According to prescribed policies and procedures of the organization including all applicable state, federal and accreditation regulations and under the general supervision of the Regional Manager, the Front Desk Manager is accountable for staffing, performance, employee development, service and safety standards, policy and regulatory compliance, and operational improvement across locations. This role collaborates with internal partners and provides after-hours leadership to support safe, efficient, professional, and service-oriented front desk operations.

Responsibilities

• Provide leadership and direction to Front Desk Supervisors by establishing performance expectations, monitoring operational results, coaching on performance management and operational expectations, conducting 90-day and annual evaluations, and holding supervisors accountable for completing evaluations and effectively leading their assigned Front Desk Clerks across multiple sites.
• Oversee staffing and scheduling across multiple locations by establishing coverage expectations, reviewing schedules for operational efficiency, addressing coverage gaps that cannot be resolved at the site level, maintaining appropriate staffing levels, and controlling overtime costs; Front Desk Supervisors are responsible for routine scheduling for their assigned teams.
• Manage hiring, onboarding, corrective action, and employee development for Front Desk Supervisors; establish training standards for Front Desk Clerks; and partner with supervisors on hiring, onboarding, training, corrective action, and development for their assigned teams.
• Ensure Front Desk Supervisors consistently apply organizational policies and procedures, and evaluate front desk operations for compliance with applicable federal and state laws, accreditation standards, and funding requirements; address identified gaps through coaching, corrective action, process improvement, and collaboration with appropriate internal stakeholders.
• Establish and monitor front desk standards for hospitality, professionalism, safety, efficiency, and superior customer service, and ensure Front Desk Supervisors promptly address safety, service, and operational concerns affecting residents, guests, employees, or front desk continuity.
• Monitor front desk records, including desk logs, checklists, and contractor and guest registers, to assess compliance, identify operational trends, and ensure corrective actions are implemented when needed.
• Coordinate with supportive services, property management, and health services leadership to align front desk operations with resident needs, site priorities, and service-delivery expectations.
• Participate in the department’s on-call rotation, provide leadership during after-hours operational issues, and provide direct front desk coverage only when the applicable Front Desk Supervisor has exhausted available replacement options.
• In coordination with the Regional Manager, oversee the development, periodic review, and revision of front desk manuals to maintain consistent and current operating procedures across multiple sites.