Front Desk Manager

Additional Information: $2,500 Hire Bonus. Full-time, on-site position in Orlando, Florida.

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. Front office areas include Bell/Door Staff, Switchboard, and Guest Services/Front Desk.

Responsibilities

• Manages day-to-day operations, ensuring quality, standards, and customer expectations are met.
• Handles complaints, disputes, and grievances, or negotiates with others to resolve conflicts.
• Supervises staffing levels to meet guest service, operational needs, and financial objectives.
• Ensures regular communication with employees about business objectives, expectations, and performance.
• Manages the department’s financial goals and objectives.
• Leads, influences, and encourages team members; demonstrates honesty and integrity.
• Serves as a role model and builds mutual trust, respect, and cooperation among team members.
• Supervises and manages all day-to-day operations and employees.
• Performs duties in employees' absence as needed.
• Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.
• Provides exceptional customer service, improving service by understanding guest needs and coaching employees.
• Responds to and resolves guest problems and complaints.
• Sets a positive example for guest relations and empowers employees to deliver excellent service.
• Observes and provides feedback on employee service behaviors.
• Interacts with guests to gather feedback on service quality and satisfaction.
• Implements the customer recognition/service program and ensures adherence to credit policies.
• Trains staff on same-day selling procedures to maximize room revenue and occupancy control.
• Ensures compliance with all policies, standards, and procedures, including disciplinary actions.
• Supports the developmental needs of employees through coaching and mentoring.
• Solicits employee feedback and addresses concerns through an "open door" policy.
• Assists in interviewing, hiring, and onboarding new employees.
• Participates in employee progressive discipline procedures.
• Communicates relevant information to supervisors, peers, and subordinates in a timely manner.
• Performs Front Desk duties and runs shifts as necessary.
• Participates in departmental meetings and communicates Front Desk goals consistently.

Requirements

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

Skills

• Interpersonal and communication skills to lead and influence teams.
• Ability to analyze information and evaluate results to solve problems.
• Strong customer service focus with a commitment to guest satisfaction.
• Ability to manage projects, policies, and procedures effectively.
• Experience in supervising and developing employees.

Pay

$61,000–$78,000 annually. Bonus eligible.