Front Desk Manager

Onni has been building communities for people to live, work, and play for over half a century. Our success reflects our commitment to employees, partners, quality construction, innovation, sustainability, and customer satisfaction. Our expertise spans North America with offices in Vancouver, Toronto, Los Angeles, Seattle, Phoenix, and Chicago.

About the role

The Front Desk Manager acts as Front Office management presence in covering Manager on Duty (MOD) shifts, requiring close cooperation with all hotel departments to emphasize guest service and satisfaction. Supervision of all front office line staff is a primary focus.

Responsibilities

• Act independently as MOD, covering morning, evening, and overnight shifts as needed.
• Ensure a high level of guest satisfaction by providing excellent customer service.
• Handle guest inquiries, requests, and complaints in a professional and courteous manner.
• Recruit, train, and supervise front desk staff, including receptionists, bell attendants, and valet.
• Distribute minutes and conduct Manager’s Meetings.
• Consistently deliver the GUEST model: Greet or welcome everyone warmly with a smile, use eye and ear contact and the guest’s name, establish/anticipate needs, solve and own all requests/complaints, and thank everyone.
• Provide site tours of the hotel.
• Act as Lobby Ambassador, perform VIP escorts, and oversee VIP arrivals.
• Review and approve payroll, monetary disbursements, allowances, and department expenditures.
• Handle cash transactions, ensure accurate billing, monitor and manage front desk expenses, and prepare/submit financial and operational reports as required.
• Ensure proper inventories and controls are in place with established par levels.
• Maintain proper established standards via inspections and walkthroughs.
• Maintain all employee-related disciplines such as training, proactive employee relations, performance appraisals, time and attendance, safety, and coaching/disciplinary processes.
• Maintain established customer satisfaction score goals via Revinate.
• Maintain positive public relations and a pleasant attitude with guests and employees.
• Maintain complete knowledge of all hotel services/features and hours of operation.
• Maintain a positive, cooperative relationship with all other departments.
• Use AI tools responsibly to support research, analysis, content development, design, reporting, or operational efficiency, ensuring compliance with company policies, data privacy, confidentiality, and applicable laws.

Requirements

• Minimum one-year front desk supervisory/management experience required.
• College degree strongly preferred.
• Strong communication skills for training, safety, and guest/associate interactions.
• Knowledge of Opera and internet software preferred.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to effectively present information in one-on-one and small group situations.
• Appropriate professional appearance and demeanor.

Benefits

• Competitive pay and a comprehensive benefits package.
• Health Savings Account (HSA) and Flexible Spending Account (FSA).
• Employee Assistance Program.
• Annual education allowance.
• Generous referral program.
• Fun and collaborative company culture with team-building events.
• Friends and family rates for Level Hotels & Furnished Suites, The Opus Hotel, and The Emily Hotel.

Pay

$60,000 – $65,000 per year.