Front Desk Manager

Reports To: Director of Front Office

POSITION SUMMARY

The Front Desk Manager oversees all aspects of the front desk operation to ensure a seamless arrival and departure experience for every guest. This role is responsible for maintaining the highest level of service, professionalism, and efficiency while embodying the brand’s commitment to luxury hospitality. The Front Desk Manager leads, trains, and motivates the front desk team to consistently deliver personalized and anticipatory service that reflects the hotel’s standards of excellence.

KEY RESPONSIBILITIES

Guest Experience & Service Excellence

• Oversee daily front desk operations, ensuring all guests receive a warm, professional, and efficient check-in and check-out experience.
• Maintain a visible presence in the lobby to engage guests, resolve concerns promptly, and ensure satisfaction.
• Anticipate guest needs and preferences, collaborating closely with the Guest Relations team to personalize experiences.
• Ensure proper handling of VIPs, I Prefer members, and repeat guests in accordance with brand standards.
• Monitor and address guest feedback, implementing service recovery procedures where needed.

Leadership & Team Management

• Supervise, train, and develop front desk agents, night auditors, and shift leaders to ensure consistent service delivery.
• Foster a culture of teamwork, empowerment, and accountability within the department.
• Conduct regular performance evaluations and coaching sessions.
• Schedule and manage labor to balance service excellence with cost efficiency.

Operational Efficiency

• Review and manage all front desk financial transactions, ensuring accuracy in billing, payments, and reports.
• Oversee room allocations, upgrades, and rate adjustments in coordination with Reservations and Revenue Management.
• Ensure compliance with hotel policies, credit procedures, and security standards.
• Prepare and present daily and weekly reports to the Director of Front Office.
• Oversee proper handling of group arrivals, early check-ins, and late departures.

Collaboration & Communication

• Partner with other departments—Housekeeping, Concierge, Engineering, and Security—to ensure seamless guest experiences.
• Communicate effectively with all departments regarding VIP arrivals, special requests, and guest preferences.
• Support the Director of Front Office in implementing departmental initiatives and guest service enhancements.

QUALIFICATIONS

• Bachelor’s degree in Hospitality Management or related field preferred.
• Minimum 3–5 years of progressive Front Office experience, with at least 2 years in a supervisory or management role at a luxury or five-star property.
• Strong leadership, coaching, and team-building skills.
• Excellent communication, problem-solving, and decision-making abilities.
• Proficiency in PMS (Opera Cloud, Maestro, or similar) and Microsoft Office Suite.
• Fluent in English; additional language skills highly desirable.
• Professional appearance and demeanor consistent with a luxury brand.

CORE COMPETENCIES

• Guest-Centric Leadership
• Service Recovery & Problem Resolution
• Financial & Operational Acumen
• Team Development & Motivation
• Communication & Collaboration
• Attention to Detail