Front Desk Manager

As the Front Desk Manager at The Grand Williston Hotel, you will lead day-to-day front office operations to help every guest experience move smoothly from arrival to departure. This onsite role in Williston, ND focuses on service leadership, accurate systems management, and coordination across hotel teams to keep operations running reliably.

You will oversee front desk activities, manage guest communications, and support staff through training on hospitality protocols, customer service standards, and emergency procedures. The position also includes night audit responsibilities and maintaining clear records to support accountability and continuous improvement.

Key Responsibilities

• Oversee front desk operations, including guest check-in/check-out, reservations, and guest inquiries.
• Manage multi-line phone systems and ensure prompt, courteous communication with guests and clients.
• Lead and train front desk staff on hospitality management protocols, customer service excellence, and hotel emergency procedures.
• Use property management systems, including OPERA, to update reservations, room assignments, and guest profiles efficiently.
• Handle guest complaints and resolve customer service issues using practical problem-solving to support satisfaction.
• Coordinate with housekeeping, maintenance, and security teams to maintain smooth daily operations.
• Conduct night audits and ensure all financial transactions are accurately processed and documented.
• Maintain detailed records of guest interactions, incidents, and operational reports for accountability and continuous improvement.

Requirements

• Proven experience in hospitality management or hotel front desk operations.
• Familiarity with hotel management software such as OPERA Cloud or similar PMS platforms.
• Strong customer service background, including excellent phone etiquette and client communication skills.
• Multilingual or bilingual abilities are highly desirable to serve diverse guests effectively.
• Knowledge of hotel emergency procedures, guest relations strategies, and resort experience is preferred.
• Experience handling night audits, multi-line phone systems, and resort or large property environments will be advantageous.
• Demonstrated ability to lead a team in a fast-paced hospitality setting while maintaining high service standards.

Technologies

• OPERA
• OPERA Cloud
• PMS
• Multi-line phone systems

Pay

From $50,000.00 per year

Benefits

• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Free parking
• Health insurance
• Health savings account
• Life insurance
• Paid jury duty
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Work Location: In person