Front Office Manager

Job Description Overview:

As the Front Desk Manager you will manage the performance of the guest service specialists, guest service agents, parking lot attendants and monitor the front desk/PBX operations.  Report, as directed, any observed deviations to established standards and review and adjust staffing daily to ensure optimum staffing levels.  Manage administrative functions in accordance with established standards. Ensure efficient Guest registration, check out and telephone service.  Direct and train Guest Service staff and operators.  Assist in new-hire and on-going training and recruitment.  Create weekly schedules and maintain them through changes.

Essential Functions:

 Employee must be in uniform daily (with belt), including name tag properly displayed, and properly groomed per hotel standards.

• Observes performance and encourages improvement.


• Assists in interviews and selection, trains, supervise, evaluates, counsels, and administers disciplinary procedures for front office staff.


• Monitors lobby and parking lot traffic and makes staffing adjustments as required.


• Monitors special requests and oversees rate changes and room moves.


• Works closely with Housekeeping to ensure daily services and turn of rooms is done efficiently. As well as follow up on any guest request items and lost and found.


• Resolves Guest concerns, and implements resolutions by using discretion and judgment.


• Review daily business levels, anticipate critical situations and assist in planning effective solutions to best expedite these situations.


• Inspect grooming and attire of staff; rectify all deficiencies.


• Constantly monitor staff performance and ensure that all procedures are carried out according to departmental standards.


• Monitor staff’s interaction with Guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.


• Observe Guest reactions and confer frequently with staff to ensure Guest satisfaction.


• Anticipate Guests’ needs, respond promptly and acknowledge all Guests.


• Knowledgeable about entire property, including all scheduled activities, group functions, food and beverage outlets, entertainment and hours of operation of all activities, events and outlets.


• Adhere to hotel requirements for Guest/employee accidents or injuries.


• Exhibit a friendly, helpful and courteous manner when dealing with Guests or fellow employees.

Physical Requirements

Front desk manager must be able to stand for long periods of time.  A front desk manager must be able to lift or push up to 50 pounds on occasion.

Working Environment:

Front desks, Parking area, and lobby areas.