Front Desk Manager

The Front Desk Manager provides leadership and oversight of day-to-day guest services and front office operations to support an exceptional guest experience. This onsite role in Winthrop, WA coordinates with hotel departments, resolves guest concerns, and maintains accurate, professional front office processes.

Key Responsibilities

• Provide leadership, direction, and support to Guest Services and Front Office associates.
• Oversee daily guest services operations, including check-in, check-out, reservations, room assignments, and guest requests.
• Ensure guests receive a warm, professional, and welcoming experience throughout their stay.
• Monitor guest satisfaction and respond promptly and professionally to questions, concerns, and service recovery opportunities.
• Resolve guest issues and complaints using appropriate judgment, urgency, and follow-through.
• Assist with training, coaching, and development of Guest Services associates to support consistent service and operational standards.
• Monitor front desk operations, lobby presentation, and guest service areas to ensure cleanliness, organization, and brand standards.
• Coordinate with Housekeeping, Maintenance, Food & Beverage, and other departments to address guest needs efficiently.
• Review and maintain accurate guest information, room status, billing, and payment details in accordance with hotel procedures.
• Assist with daily operational reports, cash handling, deposits, and other front office administrative responsibilities.
• Support management in achieving guest satisfaction, revenue, service, and operational goals.
• Monitor staffing levels and assist with scheduling to maintain appropriate coverage based on business needs.
• Promote hotel amenities, services, and programs while identifying opportunities to enhance the guest experience.
• Ensure compliance with hotel policies, brand standards, safety procedures, and applicable regulations.
• Communicate important guest, operational, and maintenance information to appropriate hotel leadership and departments.
• Perform other duties as assigned.

Job Requirements

• Previous hotel, guest services, front office, or hospitality experience required.
• Previous supervisory or leadership experience preferred.
• Strong guest-service and communication skills.
• Ability to effectively resolve guest concerns and service issues professionally.
• Strong organizational, problem-solving, and time-management skills.
• Ability to lead, coach, and motivate associates in a fast-paced environment.
• Ability to work independently and as part of a team.
• Professional appearance and demeanor.
• Ability to work flexible hours, including evenings, weekends, and holidays, as needed.

Technology and Systems

• Property Management Systems (PMS)
• Point-of-Sale (POS) systems
• Guest messaging and communication platforms
• Online travel agency (OTA) and reservation systems
• Microsoft Office Suite
• Mobile or handheld hotel communication tools

Benefits

• Medical, dental, vision insurance available for full-time employees and their families
• Short-term and Long-term Disability Insurance
• Supplemental Life Insurance
• Flexible Savings Account
• 401k with up to a 5% company match after 6 months of employment
• Vacation Time: 80 hours on your first 3 years of service
• Sick Time: 1 hour accrued per 30 hours worked
• Paid Holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas Day

Physical Requirements

• Stand and walk for extended periods.
• Frequently sit, stand, bend, reach, and move throughout the hotel.
• Occasionally lift, carry, and maneuver supplies and equipment.
• Occasionally lift up to 25 pounds.
• Work in a fast-paced environment while handling multiple priorities and maintaining professionalism.
• Use computers, phones, handheld devices, and other hotel technology throughout the workday.

Location and Pay

Location: Winthrop, WA (onsite)

Compensation: USD 25 - 28 per hourly