Front Desk Manager

• Oversee and ensure the efficient daily operations of the Front Desk, including guest checkin/check-out, telephone services, and compliance with hotel policies and procedures.
• Plan, organize, facilitate, attend and/or participate in various hotel and departmental meetings.
• Supervise the Front Office to maintain smooth and efficient operations across all shifts.
• Ensure front desk, guest and telecommunications services are delivered professionally, courteously, and in a timely manner, including call handling, guest messaging, and issue resolution.
• Direct, support, and train front of house team, including onboarding, ongoing training, and performance development in alignment with brand standards.
• Organize staff schedules and break rotations to ensure proper coverage and task completion throughout shifts.
• Monitor, track, and maintain records of guest feedback and service recovery through platforms such as Tripadvisor, Yelp, Google, Guest Alerts, ReviewPro, Revinate and Nuvola.
• Directs all activities of the front office and communicates with other departments to ensure complete guest and associate satisfaction
• Participates in Fire Safety and Loss Prevention programs
• Serve as a key point of contact for resolving guest concerns or complaints, ensuring timely follow-up and resolution.
• Complete and review daily reports, shift checklists, and ensure accurate documentation of all front desk transactions, including No-Show charges, posting, settlements, and deposits.
• Maintain staff engagement through regular coaching, mentoring, recognition programs, and departmental goal alignment.
• Conduct interviews, onboarding, coaching, counseling, and performance evaluations for front office staff.
• Evaluate team performance regularly, taking corrective action when needed to uphold service excellence.
• Ensure adherence to all brand standards, operational policies, and safety/loss prevention procedures.
• Provide lateral service as needed, stepping into related roles or responsibilities to support team and guest needs.
• Ensure all necessary reports and forms are completed daily.
• Any other reasonable duties as assigned by the supervisor or manager.
• We recognize we are in the hospitality industry and that it may require us to provide lateral service.
• We will on occasion call for everyone in the team to, on a routine basis, perform various related tasks as needed in the spirit of providing exceptional guest service.

• High School Diploma or equivalent required
• Minimum Two (2) years of management experience in a Front Desk Leadership role, preferably in an upscale or lifestyle brand hotel
• Proven team leader with a high level of energy and motivation with a proven track record of living the company's values
• An intermediate to proficient understanding of Computer systems such as: Opera, GoConcierge, Nuvola, Microsoft Word, Excel & Outlook is preferred
• Enter and locate work related information using computers and/or point of sale systems
• Ability to spend extended lengths of time viewing a computer screen
• Possess a gracious, friendly, and fun demeanor
• Ability to multitask, work in a fast-paced environment and have a high level attention to detail
• Maintain positive and productive working relationships with other employees and departments
• Ability to work independently and to partner with others to promote an environment of teamwork
• Must be able to stand or walk a minimum eight-hour shift.
• Must be able observant and quick to respond to various situations while also multitasking and handling stressful situations.
• Must be able to twist, tow (push or pull), reach, bend climb and carry objects as necessary.
• Must have excellent communication skills and be able to read, write, speak and understand English.
• Must be able to work inside and outside at all times of the year as needed, based upon business volumes.
• Knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations

An intermediate to proficient understanding of Computer systems such as: Opera, GoConcierge, Nuvola, Microsoft Word, Excel & Outlook is preferred