Hotel Front Desk Manager

Core Responsibilities

• Oversee check-ins/outs, reservations, guest inquiries, and complaints
• Coach and empower your team to deliver outstanding service
• Ensure fast, friendly, and accurate service at all touchpoints
• Lead by example with positive guest interactions
• Follow up personally on guest complaints to ensure satisfaction

Team Management & Development

• Interview, train, and mentor front desk associates
• Conduct ongoing coaching and performance development
• Host regular team meetings and encourage open communication
• Create a culture of accountability, positivity, and hospitality

Financial & Operational Oversight

• Manage front desk budget, billing, and cash handling
• Monitor occupancy rates, forecast demand, and implement revenue strategies
• Encourage upselling and suggestive selling to boost room revenue
• Oversee daily reporting, night audit, and financial accuracy
• Aid with reservations to optimize ADR and occupancy

Safety, Compliance & Hotel Standards

• Ensure compliance with Hilton brand standards, health codes, and safety regulations
• Enforce proper procedures for guest safety, key control, and emergency protocols
• Participate in property inspections and maintain front desk cleanliness

Leadership Presence

• Participate in the Manager-on-Duty (MOD) rotation
• Be available to support team during high-traffic times and call-outs
• Collaborate across departments to ensure a seamless guest experience
• Assist with community engagement, events, and social media involvement