Front Desk Manager

The Front Desk Manager is responsible for leading day-to-day front office performance while ensuring service quality aligns with company operational standards. In addition to managing team execution and guest interactions, this role oversees front office operations when the Assistant General Manager is unavailable.

Front Office Leadership

• Interview, select, train, schedule, coach, and support front desk associates to ensure performance meets established brand or hotel standards and aligns with HHM core values.
• Oversee all front office operations in the absence of the Assistant General Manager.
• Review correspondence from guests and incident logs, then direct staff based on the information obtained.
• Review brand correspondence for updates to procedures and standards, and ensure these changes are communicated to the team.

Guest Service and Issue Resolution

• Remain an active presence at the front desk, including checking in and checking out guests, preparing bills, and handling guest requests.
• Resolve guest complaints and concerns by conducting thorough research and determining the most effective solutions.
• Respond to brand Guest Alerts for resolution as needed.
• Monitor guest satisfaction scores and work toward improving departmental and overall guest satisfaction.

Operations, Compliance, and Reporting

• Assist in monitoring front office financial operations and ensure compliance with accounting controls and procedures.
• Assist in the development, implementation, and monitoring of daily, weekly, monthly, and annual department-wide budgets and forecasts.
• Monitor occupancy of guest room space to support efficient use and help minimize overbooking.
• Ensure front office supplies and merchandise for the gift shop and/or market are fully stocked, and that inventory is maintained.
• Work with the Sales office to ensure group resumes and group rooming lists are inputted and maintained.

Guest-Facing Engagement

• Participate in lobby ambassador and other activities that support individual-level guest interaction, contributing to relationships and a repeat-stay culture.

Additional Responsibilities

• Assist in hotel food and beverage when needed, where applicable.
• Follow sustainability guidelines and practices related to HHM’s EarthView program.
• Practice safe work habits, wear protective safety equipment, and follow MSDS and OSHA standards.
• Perform other duties as requested by management.

Qualifications

• Associate’s or Bachelor’s degree preferred.
• 1 to 3 years of hospitality-related experience, including front desk operations experience.

Career Development

• Front Office Manager – Rooms Division Manager – Assistant General Manager

Work Environment and Schedule

• Schedule varies and may include holidays, weekends, and alternate shifts.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.