Front Desk Manager

Position Overview:

The Front Desk Manager plays a key role in overseeing the daily operations of the Front Desk and guest service functions at the hotel. Reporting directly to the General Manager, this role is responsible for leading the Front Desk team to deliver exceptional guest experiences, ensuring smooth operations, and maintaining high standards of professionalism and efficiency. The ideal candidate will possess strong leadership, organizational, and communication skills to successfully manage the team and support hotel operations.

Essential Duties and Responsibilities (include but are not limited to)

Guest Services

• Oversee all aspects of guest services, including check-ins, check-outs, and guest requests.
• Monitor the activities of the Bell and Valet staff to ensure seamless guest support and service.
• Respond to guest complaints or concerns promptly, ensuring satisfactory resolutions.

Hotel Operations

• Verify that housekeeping activities are completed to prepare rooms for occupancy.
• Maintain working knowledge of hotel rates, promotions, and package programs.
• Accurately process cash receipts, credits, and charges to guest accounts.
• Manage mail, packages, phone calls, and messages efficiently.
• Ensure daily preparation of pass-on log, incident/accident reports, and other operational documentation.
• Process reservation requests, modifications, and cancellations accurately.
• Document and report maintenance issues to the appropriate department for resolution.

Staff Management

• Create and maintain Front Desk staff schedules, including handling call-offs.
• Screen and onboard new employees, provide ongoing training, and conduct periodic performance evaluations.
• Mentor and lead the Front Desk team to uphold the company’s Guiding Principles.

Safety and Security

• Maintain knowledge of hotel life safety systems and emergency procedures.
• Ensure proper management of sensitive guest information and room key inventory.
• Monitor and enforce compliance with hotel safety protocols.

Other Responsibilities

• Ensure the lobby and front desk areas are always neat, organized, and welcoming.
• Collaborate with other departments to maintain operational efficiency and guest satisfaction.
• Complete any additional tasks as requested by the General Manager.

Qualifications

• Minimum of 2 years of experience in a supervisory or management role within hospitality or a related field.
• Strong customer service and problem-solving skills.
• Proficiency in property management systems and other relevant hotel software is preferred.
• Excellent verbal and written communication skills.
• Ability to multitask and maintain composure in a fast-paced environment.

Physical Demands

• Ability to stand and walk for extended periods.
• Occasionally required to lift and move items up to 20 pounds.