Hotel Front Desk Manager

Lead the day-to-day front desk team and keep guest experience running smoothly from arrival through departure.

Responsibilities

• Oversee front desk operations, including guest check-in, check-out, reservations, and billing using hospitality reservation systems and POS (Point of Sale).
• Deliver excellent customer service by responding to guest inquiries, resolving conflicts efficiently, and supporting satisfaction throughout each stay.
• Manage guest relations, including handling special requests, complaints, and feedback with professionalism and enthusiasm.
• Supervise front desk staff and provide training on customer service standards, conflict management, manual handling, and cleaning protocols to maintain service quality.
• Process credit card payments securely and accurately while maintaining detailed financial records.
• Coordinate with housekeeping and maintenance to help ensure cleanliness and hotel functionality, including heavy lifting and manual handling when needed.
• Support safety protocols by administering first aid or CPR when required and ensuring compliance with health and safety regulations.
• Maintain accurate records for reservations, guest information, financial transactions, and incident reports to support operational transparency.
• Help manage hotel occupancy levels during peak times or resort events to maximize revenue opportunities.

Requirements

• Proven experience in hotel front desk management or a similar hospitality role within a resort or hotel environment.
• Strong knowledge of hospitality reservation systems, POS (Point of Sale) systems, and Microsoft Office applications for record keeping and reporting.
• Exceptional customer service skills, including the ability to handle difficult situations with tact and professionalism.
• Multilingual or bilingual abilities are highly desirable to serve diverse guests.
• Demonstrated leadership experience supervising teams in fast-paced environments.
• Familiarity with conflict management techniques, guest relations strategies, and safety procedures such as CPR and first aid certification.
• Food service experience is a plus for understanding broader hospitality operations.
• Ability to perform physical tasks including heavy lifting, manual handling, and cleaning duties, and to support guest needs in various settings.

Technologies

• hospitality reservation systems
• POS (Point of Sale) systems
• Microsoft Office applications

Pay

• $18.00 - $20.00 per hour

Work Location

• Onsite, Lancaster, PA (in person)