Front Office Manager

JOB SUMMARY

The Front Desk Manager serves as the strategic and operational leader of the Front Desk team, ensuring the delivery of exceptional guest experiences through effective supervision, hands-on service, and departmental leadership.

ESSENTIAL JOB FUNCTIONS

• Leads and oversees daily Front Desk operations.
• Performs Front Desk duties alongside team, covering shifts and supporting peak operational needs as a hands-on leader.
• Recruits, hires, trains, and develops Front Desk team members.
• Schedules Front Desk team, maintains, and monitors staffing levels according to forecasted occupancy and business needs, ensuring efficient labor management and budget compliance.
• Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
• Creates and promotes an engaging, people first culture; empowers team members to provide excellent customer service.
• Coaches and counsels team members regarding career and personal developments.
• Conducts performance evaluations and provides feedback to the Front Desk team.
• Oversees and participates in guest registration.
• Confirms, cancels, and modifies reservations as needed.
• Drives room revenue by modeling and overseeing upselling initiatives following Lodging Dynamics' sales culture and walk-in strategies.
• Resolves guest concerns and complaints promptly and professionally; ensures timely follow-up and service recovery.
• Responds to and manages guest feedback including online reviews; shares insights with leadership and team to drive continuous improvement.
• Oversees the accuracy and security of financial transactions, guest data, credit procedures, and adherence to audit standards.
• Acts as the departmental point of contact for company policies, procedures, and operational standards, and ensures team-wide compliance.
• Leads the loyalty program initiatives, actively driving enrollment and guest recognition; serves as property loyalty champion.
• Completes and reviews reports related to occupancy, revenue, labor, and service metrics; uses insights to inform operational decisions and improvements.
• Serves as Manager on Duty (MOD) as assigned, representing hotel leadership and supporting hotel-wide operations.
• Partners with other department heads to support cross-functional initiatives and deliver seamless guest experiences.
• Ensures adherence to procedures for hotel accounting, credit control, handling of financial transactions, securities of monies, guest security and emergency procedures as established.
• Conducts training classes regarding safety, security, department procedures and service guidelines.
• Monitors performance of the market through analysis of guest feedback and financial reports; initiates corrective action.
• Participates in monthly inventories; initiates programs to reduce waste and loss
• Collaborates with Housekeeping, Engineering and supports Accounting Receivables / Payables.
• Attendance is a key component of this position.
• Maintains a professional appearance in accordance with Company standards; wears the appropriate uniform or attire.
• Maintains open and effective communication with team members and management.
• Attends and participates in team meetings.
• Adheres to established safety and emergency procedures and protocols, this includes Company, federal, and state specific regulations and guidelines.
• Completes all required Company training/compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs other related duties and responsibilities as assigned.

EDUCATION

• High school diploma or equivalent.

EXPERIENCE

• A minimum five (5) years of experience in guest services in medium or large sized hotels or similar industry.
• A minimum three (3) years of supervisory experience in the hotel/hospitality field required.

SUPERVISORY RESPONSIBILITIES

Oversees and coordinates the department's activities, with a focus on supervisory and organizational goals. While a portion of the time may involve performing tasks similar to those of direct reports, the primary responsibilities are related to management and coordination. Analyzes and resolves issues, establishes work methods, ensures regulatory compliance, and maintains productivity. Uses judgment within established procedures and policies to make appropriate decisions and take necessary actions.

• Specific supervisory duties include, but are not limited to the following:
• Determines and creates policies, procedures, and manuals for direct reports.
• Establishes objectives and goals for the team.
• Assigns, monitors, and reviews work; evaluates direct report's performance.
• Recruits and interviews.
• Orientates and trains.
• Issues corrective action and makes recommendations for termination.
• Investigates and resolves concerns and complaints.
• Creates department work schedules.
• Ap…