Front Desk Manager

About the role

The Front Desk Manager assists the Front Office Manager in overseeing all front office functions, including Bell/Door staff, the switchboard, and guest services. This role ensures smooth check‑in and check‑out processes, drives guest and employee satisfaction, and contributes to the department’s financial performance.

Key responsibilities

• Manage day‑to‑day front office operations, maintaining quality standards and meeting customer expectations.
• Supervise Bell/Door staff, switchboard operators, and front desk agents, ensuring appropriate staffing levels.
• Handle guest complaints, resolve disputes, and negotiate solutions to maintain high satisfaction.
• Communicate business objectives to the team, recognize performance, and drive results.
• Support and coach team members, acting as a role model for service excellence.
• Cover duties of the Front Office Manager or Assistant Manager when absent.
• Monitor financial impact of front office activities and work to achieve or exceed targets.

Required profile

• High school diploma or GED with at least 2 years of experience in guest services, front desk, or a related area, **or** an associate degree in Hotel & Restaurant Management, Hospitality, Business Administration, or a related field.
• Strong interpersonal and communication skills.
• Leadership ability to influence, motivate, and develop staff.
• Problem‑solving aptitude and capacity to work under pressure.

Required skills