Front Desk Manager

Job Description

The Front Desk Manager is responsible for the overall financial, service, and operational performance of the Night Audit and Front Office overnight team. This role ensures strong Team Member engagement, exceptional guest satisfaction, and consistent financial results aligned with the Westgate Resorts vision.

• Directly supervise Front Desk Agents and are responsible for training, scheduling, assigning, and directing work, evaluating performance, supporting Team Member development, and resolving guest or Team Member concerns.
• Lead and develop the Front Office team, including hiring, training, scheduling, and performance management.
• Oversee daily front desk operations to ensure smooth check-ins/outs, accurate billing, and exceptional guest service.
• Audit and verify transactions, including room rates, credit card balances, and nightly bucket checks.
• Complete and transition Night Audit tasks, ensuring accuracy and readiness for accounting.
• Support Team Members and supervisors by providing guidance, resolving issues, and maintaining positive morale.
• Generate and review financial and operational reports for leadership.
• Drive revenue through upselling initiatives and room upgrade programs.
• Monitor guest feedback platforms (Medallia, Google Reviews, Expedia, etc.) and implement service improvement strategies.
• Ensure compliance with Westgate standards and deliver consistent training to uphold service excellence.
• Maintain regular communication with leadership and demonstrate reliable attendance and accountability.
• Perform other duties as assigned.

Qualifications

• 3+ years of hospitality experience, including at least 1 year in a leadership role.
• Experience leading teams and overseeing front office or operational functions.
• Strong analytical and decision-making skills with the ability to interpret data and apply insights to improve operations.
• Excellent interpersonal and communication skills, with the ability to build positive relationships with guests, staff, and leadership.
• Proven ability to thrive in a fast-paced hospitality environment while balancing multiple priorities with accuracy and professionalism.

Additional Information

Why Westgate? Comprehensive Health Benefits – Medical, Dental, and Vision Coverage
Paid Time Off – Vacation, Sick, and Personal Time to Recharge
Paid Holidays
401(k) with Generous Company Match to Support Your Future
Daily Pay – Access Your Earnings When You Need Them
Family-Focused Benefits – Pregnancy, Parental Leave, and Adoption Assistance
Wellness Programs to Support Your Well-Being
Flexible Spending Accounts (FSA)
Tuition Assistance to Help You Grow Your Career
Military Leave
Employee Assistance Program (EAP) – Support When You Need It Most
Life, Disability, Accident, Critical Illness, and Hospital Insurance
Pet Insurance for Your Furry Family Members
Loyalty Program – Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and More
Low-Cost Gym Membership
NEW! David A. Siegel Legacy Scholarship – Up to $40,000 for Team Members’ Dependents
Career Growth and Advancement Opportunities
Community Involvement – Give Back and Make an Impact

Westgate Resorts is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email WGAccommodations@wgresorts.com with the job title and the location of the position for which you are applying. This job posting is intended to provide a general overview of the position and may not include every responsibility, duty, or qualification required. Duties, responsibilities, and activities may change at any time with or without notice.