Front Desk Manager

Job Description · Lead all daily shift operations of the hotel Front Office department; managing front desk workflow, guest service standards, and team performance across every shift. · Provide hands-on leadership, associate training, and shift flow management; coaching front desk agents and supervisors to consistently deliver exceptional hotel guest service. · Create proactive hiring plans and actively participate in hourly associate interviews to build and maintain a high-performing front office team. · Serve as a guest service ambassador for the hotel; modeling the highest standard of hospitality and ensuring all front desk associates do the same at every guest touchpoint. · Perform hands-on front desk duties as needed while managing key operational responsibilities, including financial reporting, payroll processing, and associate scheduling. · Manage controllable expenses including rooms supplies and equipment. · Prepare requisitions for supplies and coordinate with the purchasing/finance team for orders daily. · Perform guest interactions or review guest surveys to obtain feedback on service. This includes handling guest problems and complaints and providing service recovery where appropriate. · Ensure that employees understand guest needs by coaching/guiding them and encourage open feedback to improve guest service. · Leads front office team and provide direction for all day-to-day operations, including setting standards. · Review staffing needs to ensure that operational needs and financial objectives are met. · Oversee employee probation, disciplinary or related matters as well as training and development based on their individual strengths, development needs, career aspirations and abilities. This includes their daily work life support to foster a collaborative, healthy and engaging environment. · Ensure compliance with all Aimbridge policies, brand standards and local operating procedures (SOPs and LSOPs). · Achieves and exceeds goals including performance goals, budget goals, team goals, etc. · Provides information to executive teams, managers and supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. · Any other responsibility assigned by your immediate manager. Requirements · 2-year degree from an accredited university in Hospitality, Hotel Management, Business Administration or related. · 2-4 years’ experience in guest services, front desk or a related field (hospitality experience preferred). · Proficiency in property management systems and front office operations software. · Knowledge of hotel operations. · Knowledge of budgeting and inventory controls. · Strong problem-solving, decision-making and time-management skills. · Customer service orientation with good communication skills. · Ability to work under pressure, handle multiple tasks and prioritize departmental functions to meet deadlines. · Attention to detail, high level of integrity.