Job Overview
Employment Type
Full-time
Work Schedule
Day Shifts
Weekend Shifts
Night Shifts
Benefits
401(k) matching
Employee Discounts
Paid Time Off
Job Description
About the establishment: The hiring organization is a reputable hotel dedicated to providing exceptional guest experiences through impeccable service and operational excellence. Known for its commitment to quality and guest satisfaction, this hotel blends a welcoming atmosphere with professional standards to create a memorable stay for every guest. The hotel operates in a competitive market by upholding rigorous brand standards and focusing on continuous improvement in all areas of service. Its team-oriented culture supports and encourages collaboration to maintain high standards of hospitality throughout the property.
About the role: The Front Desk Manager position is a pivotal role within the hotel’s operations, responsible for overseeing the daily activities and performance of the Front Desk team. This managerial role demands leadership, attention to detail, and a strong guest service orientation. The Front Desk Manager ensures that all reservation activities are accurately managed to optimize occupancy and revenue while setting the tone for all guest interactions at the front office. This position requires coordination with other departments such as sales, housekeeping, and maintenance to deliver a seamless guest experience. The manager handles scheduling, training, coaching, and counseling of front desk staff to maintain a high standard of professionalism and service.
In addition to managing staffing and operational workflows, the Front Desk Manager reviews financial reports, controls billing activities, and works closely with the General Manager to align front office goals with overall business objectives. This role also demands proactive problem-solving skills, the ability to remain composed under pressure, and a commitment to enforcing corporate policies and safety procedures. The position includes responsibilities such as conducting pre-shift meetings, ensuring compliance with grooming standards, monitoring cashiering functions, and managing VIP guest accommodations. Holding this role requires flexibility to perform Manager on Duty shifts and a readiness to handle any duties assigned by upper management, making it a dynamic and critical leadership position within the hotel.
About the role: The Front Desk Manager position is a pivotal role within the hotel’s operations, responsible for overseeing the daily activities and performance of the Front Desk team. This managerial role demands leadership, attention to detail, and a strong guest service orientation. The Front Desk Manager ensures that all reservation activities are accurately managed to optimize occupancy and revenue while setting the tone for all guest interactions at the front office. This position requires coordination with other departments such as sales, housekeeping, and maintenance to deliver a seamless guest experience. The manager handles scheduling, training, coaching, and counseling of front desk staff to maintain a high standard of professionalism and service.
In addition to managing staffing and operational workflows, the Front Desk Manager reviews financial reports, controls billing activities, and works closely with the General Manager to align front office goals with overall business objectives. This role also demands proactive problem-solving skills, the ability to remain composed under pressure, and a commitment to enforcing corporate policies and safety procedures. The position includes responsibilities such as conducting pre-shift meetings, ensuring compliance with grooming standards, monitoring cashiering functions, and managing VIP guest accommodations. Holding this role requires flexibility to perform Manager on Duty shifts and a readiness to handle any duties assigned by upper management, making it a dynamic and critical leadership position within the hotel.
Job Requirements
- Must have high school diploma or equivalent
- Must have minimum of three years experience in hotel front desk operations with leadership preferred
- Must have previous experience with Opera PMS system
- Must be able to communicate effectively in English
- Must be able to pass pre-employment testing including drug test and background check
- Must have full availability to work days, evenings, nights, weekends, and holidays
Job Qualifications
- High school diploma or equivalent
- Minimum of three years experience in hotel front desk operations with leadership experience preferred
- Previous experience with Opera PMS system
- Effective communication skills in English
- Ability to coach and lead a team
- Strong organizational and multitasking skills
- Proficient in using property management and reservation systems
- Demonstrates excellent customer service and conflict resolution skills
- Knowledge of hotel operational procedures and standards
Job Duties
- Controls all guestroom reservations ensuring accuracy and optimal occupancy
- Coordinates daily check-in and check-out processes including room inspections and guest amenities
- Monitors staff performance and adherence to company policies
- Conducts pre-shift meetings and inspects employee appearance
- Coaches and counsels front desk personnel
- Maintains front office schedules and manages labor costs
- Ensures exceptional guest service at all times
- Facilitates communication between front office and other hotel departments
- Collaborates with General Manager and Sales Department to meet revenue and guest service goals
- Manages group room requirements and billing
- Inspects VIP guest accommodations prior to arrival
- Oversees financial processes including billing and cashiering
- Receives and addresses guest feedback and employee concerns
- Reviews daily business levels and executes solutions
- Builds and manages room rates and packages within property management system
- Handles interviewing, hiring, training, and performance appraisal of staff
- Enforces safety, security, and emergency procedures
- Conducts Manager on Duty shifts
- Performs additional duties as assigned by management
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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