Front Desk Operations Manager

Lexington, KY, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Standard Hours

Flexible

Benefits

401(k)

401(k) matching

Dental Insurance

employee discount

flexible schedule

Health Insurance

Paid Time Off

Paid training

Vision Insurance

Job Description

Marriott Lexington Griffin Gate Golf Resort & Spa, located in Lexington, Kentucky, is a premier hospitality establishment offering guests a luxurious and memorable experience. As part of the Marriott brand, this resort is renowned for its impeccable service, elegant accommodations, and top-tier amenities, including a championship golf course, fine dining options, and a full-service spa. Owned and operated by Avion Hospitality, an independent franchisee, this hotel maintains a strong commitment to providing quality guest services while fostering a positive work environment for its staff. Avion Hospitality manages employment policies, staffing, and operations independently, ensuring localized control and focus.

The Front Desk Manager role at Marriott Lexington Griffin Gate Golf Resort & Spa is a full-time management position responsible for overseeing the front office operations with a keen focus on delivering superior guest service. This role demands an attentive and courteous approach, ensuring guests receive excellent service from check-in through check-out while also maximizing room revenue and occupancy rates. Reporting directly to the Front Office Director, the Front Desk Manager leads a team of at least three full-time associates, requiring strong leadership, coaching, and administrative skills to maintain smooth and efficient front desk functions.

In this role, you will manage all aspects of front office administration including staff hiring, training, scheduling, and performance evaluations, adhering strictly to Avion Hospitality’s standards of operation. The Front Desk Manager ensures compliance with brand guidelines and company policies, effectively handling guest complaints and requests with professionalism and promptness. You will be instrumental in analyzing daily room status and rates to optimize revenue, closely monitor night audit processes, oversee billing accuracy, and participate actively in departmental meetings for strategic planning.

The ideal candidate brings at least five years of progressive experience in hotel operations or a related field, with significant supervisory experience. Proficiency in Windows operating systems and common business software is essential, alongside a valid driver’s license. You must demonstrate strong communication skills, sound judgment, and the ability to perform under pressure while maintaining composure and objectivity. Your ability to assimilate complex information and provide clear, effective solutions to workplace challenges will be critical in this demanding but rewarding position.

Working as a Front Desk Manager at Marriott Lexington Griffin Gate Golf Resort & Spa provides an opportunity to develop professionally within a reputable hospitality brand known for excellence and a guest-first approach. The role requires a balance of administrative and operational tasks, with a strong emphasis on team leadership, guest satisfaction, and revenue management. If you are motivated to deliver outstanding service and excel in a dynamic hotel environment, this position offers a challenging and fulfilling career path.

Job Requirements

at least 5 years of progressive experience in a hotel or related field
or a 2 year college degree and 3 or more years of related experience
or a 4 year college degree and at least 1 year of related experience
supervisory experience required
proficiency in Windows operating systems company approved spreadsheets and word processing
valid driver’s license
effective communication skills
ability to evaluate and select among alternative courses of action quickly and accurately
ability to work well in stressful high pressure situations
ability to maintain composure and objectivity under pressure
problem solving skills including anticipating preventing identifying and solving problems
ability to assimilate complex information from disparate sources and consider adjust or modify to meet particular needs
effective listening and understanding skills
ability to work with and understand financial information and basic arithmetic functions

Job Qualifications

at least 5 years of progressive experience in a hotel or related field or a 2 year college degree and 3 or more years of related experience or a 4 year college degree and at least 1 year of related experience
supervisory experience required
proficiency in Windows operating systems company approved spreadsheets and word processing
valid driver’s license
effective communication skills
ability to evaluate and select among alternative courses of action quickly and accurately
ability to work well in stressful high pressure situations
ability to maintain composure and objectivity under pressure
problem solving skills including anticipating preventing identifying and solving problems
ability to assimilate complex information from disparate sources and consider adjust or modify to meet particular needs
effective listening and understanding skills
ability to work with and understand financial information and basic arithmetic functions

Job Duties

respond to all guest requests, problems, complaints and/or accidents presented at the front desk or through reservations in an attentive courteous and efficient manner
follow up to ensure guest satisfaction
motivate coach counsel and discipline all front desk personnel according to Avion Hospitality SOPs
ensure compliance to brand and company training using the steps to effective training according to Avion Hospitality standards
prepare and conduct all front desk interviews and follow hiring procedures according to Avion Hospitality SOPs
conduct all 90 day and annual front desk employee performance appraisals according to SOPs
develop employee morale and ensure training of front desk personnel
maximize room revenue and occupancy by reviewing status daily
analyze rate efficiency monitor credit report and maintain close observation of daily house count
attend all required rooms merchandizing meetings with appropriate reports and documentation necessary to establish select sell guidelines and implement restrictions
supervise the night audit function and monitor the house charge worksheet and flash report for accuracy
participate in required M.O.D. program as scheduled
be responsible for developing a manager as assigned by the corporate office including sign off on all competencies
ensure all end of month report dates are met
review front desk staff’s worked hours for payroll compilation and submit to accounting on timely basis
prepare employee schedule according to business forecast payroll budget guidelines and productivity requirements
present wage progress report to general manager weekly
ensure no show revenue is maximized through consistent and accurate billing
maintain Avion Hospitality SOPs regarding purchase orders vouchering of invoices and checkbook accounting
ensure wage progress productivity and ten day forecast are completed on timely basis
maintain professional working relationship and promote open lines of communication with managers employees and other departments
work closely with accounting on follow up items
operate all aspects of the front office computer system including software maintenance report generation and analysis and simple programming
monitor proper operation of the PBX console and ensure employees maintain Avion Hospitality SOPs in its use