Front Desk Manager

*We are a drug-free workplace. Pre-employment screenings and background checks will be conducted for all viable candidates.* 

REPORTS TO:                  ROOMS DIVISION MANAGER 

SUMMARY:   

The Front Desk Manager oversees the daily operations of the Front Desk and provides key support to the Rooms Division, ensuring consistent and efficient front desk performance during midPM coverage. This role maintains operational flow by actively monitoring guest activity, staff performance, and departmental needs throughout the shift. Acting as the leader on duty when senior managers are unavailable, the Front Desk Manager upholds elevated service standards, ensures timely and thorough resolution of guest or operational issues, and supports a wellorganized work environment.

Essential Duties & Responsibilities

• Oversee daily Front Office operations, including checkins, checkouts, room assignments, group arrivals, VIP prep, and special requests.


• Maintain a warm, guestfocused environment and handle service recovery to ensure guest satisfaction.


• Act as the lead manager on duty during evening and closing shifts, supporting hotel operations in the absence of senior leadership.


• Mentor, train, and develop the Front Office team; assist with recruiting, onboarding, and conducting performance evaluations.


• Create and manage staff schedules based on occupancy forecasts, business needs, and labor goals.


• Ensure accurate billing, payment processing, cash handling, and financial integrity for all front desk transactions.


• Serve as a communication bridge between Front Desk, Housekeeping, Engineering, Reservations, and other departments to ensure seamless service delivery.


• Support the Rooms Division Manager with planning, reporting, departmental strategy, and service improvement initiatives.


• Utilize the property management system for room status updates, reporting, and guest profile management.


• Provide leadership as Manager on Duty, resolving guest concerns and assisting other departments as needed.


• Enforce hotel policies, operational standards, safety procedures, and emergency/hurricane readiness protocols.


• Identify operational issues and recommend or implement solutions to improve efficiency and service quality.


• Review guest feedback and service metrics to identify trends and support continuous improvement.


• Maintain a professional, teamfocused environment that encourages communication, accountability, and collaboration.

PHYSICAL REQUIREMENTS:

While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to stand and use hands to finger, handle, or feel. The employee is occasionally required to walk; sit and reach with hands and arms.

The employee must frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and distance vision.

While performing the duties of this Job, the employee is occasionally exposed to risk of electrical shock. The noise level in the work environment is usually moderate.

EOE/M/F/V/D