Overnight Front Desk Manager

Houston, TX, USA|Remote

Job Overview

Employment Type

Full-time

Benefits

Medical

Dental

Vision

company-paid disability insurance

Life insurance

Employee assistance program

Supplemental benefits

401(k) with match

Employee Discounts

Paid vacation

Paid sick time

Job Description

HM Alpha Hotels and Resorts is an independent franchisee managing a property in Houston, Texas, at 806 Main St. This establishment operates distinctively from Marriott International, Inc., bearing its own policies, staffing, compensation, and employment terms. As a part of the hospitality industry, HM Alpha Hotels and Resorts specializes in providing quality accommodation and excellent customer service to its guests. Being a full-time management position, this role involves leadership responsibilities during the overnight shift in the hotel, focusing on front desk operations. The overnight front desk manager is vital in shaping guest experiences, influencing satisfaction, operational efficiency, and the overall brand reputation of the hotel.

In the role of Overnight Front Desk Manager, you are entrusted with leading and mentoring the front desk team to maintain high service standards continuously. Your responsibilities include overseeing smooth check-in and check-out procedures while managing escalated guest concerns with a professional and solutions-focused approach. Efficiency in administrative procedures to enhance guest flow and transaction accuracy is crucial, as is coordinating with other departments to ensure seamless operations and communication. Monitoring the front desk performance for ongoing improvements, managing staff scheduling, training, and evaluating their performance are essential management duties. The role also requires strict adherence to company policies, service standards, and safety regulations, demanding a detail-oriented and proactive approach. Given the dynamic nature of this role, the ability to multitask while maintaining professionalism and effective communication skills is imperative. This position prominently supports the hotel’s commitment to guest satisfaction and operational excellence, making the Overnight Front Desk Manager a cornerstone of the hotel’s nighttime service team. The employment does not include direct affiliation with Marriott International, Inc., as hiring and employment policies solely rest with HM Alpha Hotels and Resorts, ensuring independent and tailored management practices unique to their establishment.

Job Requirements

High school diploma or equivalent
2+ years experience in front desk supervisory role in hospitality or similar environment
proven leadership and team management abilities
experience in guest service recovery and handling escalated concerns
knowledge of front desk operational procedures and technology
strong organizational, communication, and multitasking skills
ability to maintain professionalism under pressure

Job Qualifications

High school diploma or equivalent
bachelor’s degree in hospitality management, business administration, or related field preferred
additional certifications in customer service, hospitality operations, or leadership are a plus
2+ years in a front desk supervisory role within hospitality or a similar guest service environment
proven track record of managing a team, scheduling shifts, and conducting training
experience handling escalated guest concerns and ensuring service recovery
knowledge of front desk systems, reservation processes, and payment handling procedures
strong organizational skills with the ability to oversee daily operations and meet performance goals
proficiency in front desk systems and technology (PMS knowledge preferred)
excellent communication skills
strong leadership abilities
detail-oriented mindset
ability to multitask in a fast-paced environment

Job Duties

Lead and mentor the front desk team to deliver exceptional guest service at all times
oversee daily front desk operations, ensuring smooth check-in/check-out processes
handle escalated guest concerns with professionalism and a solutions-first approach
implement and maintain efficient procedures to improve guest flow and accuracy in transactions
coordinate with other departments to ensure seamless communication and service delivery
monitor front desk performance metrics and identify opportunities for improvement
manage scheduling, training, and performance evaluations for front desk staff
ensure compliance with company policies, service standards, and safety regulations
perform other duties as assigned