FRONT DESK MANAGER

Job Overview:

The Front Desk Manager is responsible for overseeing the daily operations of the front desk, ensuring that guests receive exceptional service from check-in to check-out. This position manages the front desk team, resolves guest inquiries and concerns, coordinates with other departments, and maintains operational efficiency to deliver a positive guest experience. The Front Desk Manager also ensures the front desk is adequately staffed, provides leadership and training to the team, and contributes to the overall success of the resort and residency.

Key Responsibilities:

Leadership & Team Management:

• Supervise and manage the front desk staff, including receptionists, concierge, and bell attendants.
• Schedule shifts, assign tasks, and monitor performance to ensure excellent customer service.
• Provide ongoing training to front desk staff on procedures, customer service standards, and company policies.
• Conduct regular performance evaluations and provide constructive feedback to staff.
• Lead by example, fostering a positive work environment and motivating the team.

Guest Service Excellence:

• Ensure that guests receive a warm, welcoming, and efficient check-in and check-out experience.
• Address guest concerns, requests, and complaints promptly, professionally, and with a focus on resolution.
• Anticipate guest needs and offer personalized service to enhance their stay.
• Ensure that guest information is accurately entered into the system and that all requests or special accommodations are communicated to relevant departments.

Front Desk Operations:

• Oversee the daily operations of the front desk, ensuring smooth check-in/check-out processes and efficient guest flow.
• Manage reservations, guest arrivals, departures, and any modifications to bookings.
• Maintain accurate records of guest stays, room availability, and guest charges.
• Ensure that the front desk is fully staffed at all times, including handling staffing shortages or absences.
• Monitor the status of rooms and communicate with housekeeping and maintenance to ensure readiness for guests.

Communication & Coordination:

• Serve as the primary point of contact for guest inquiries, both in person and via phone, email, or other communication channels.
• Coordinate with other departments (housekeeping, maintenance, food and beverage) to fulfill guest requests and resolve any issues that arise.
• Communicate guest preferences and important information to relevant departments to ensure a personalized experience.
• Assist in the implementation of hotel policies and procedures, ensuring they are followed by the front desk team.

Billing & Financial Responsibilities:

• Ensure accurate processing of guest payments, including cash, credit cards, and billing inquiries.
• Reconcile daily front desk transactions and prepare reports for the accounting department via the office administration.
• Handle cash deposits, payments, and refunds in accordance with company policies.
• Monitor the resorts’ occupancy levels and room rates, ensuring that pricing and availability are correctly reflected in the reservation system.

Problem-Solving & Conflict Resolution:

• Proactively resolve guest complaints, conflicts, and issues in a calm, professional manner, ensuring guest satisfaction.
• Work closely with other departments to resolve operational or guest-related challenges.
• Handle emergency situations (e.g., medical, security) and coordinate with the appropriate personnel or authorities.

Guest Relations & Marketing:

• Build and maintain positive relationships with repeat guests and VIPs, ensuring they receive personalized service.
• Promote hotel services, amenities, and packages to guests.

• Gather guest feedback through surveys or direct conversations and relay this information to management to improve the guest experience.

   

Administrative & Reporting Duties:

• Maintain a log of guest complaints, requests, and comments, ensuring follow-up and resolution.
• Generate reports on occupancy, room rates, revenue, and guest satisfaction metrics.
• Assist with the development of front desk policies and procedures, ensuring they align with hotel standards and best practices.
• Assist in inventory management for supplies related to the front desk (e.g., brochures, registration forms).

Required Qualifications:

Education:

• High school diploma or equivalent (required).
• A Bachelor’s degree in Hospitality Management, Business Administration, or a related field (preferred).

Experience:

• Minimum of 3–5 years of experience in a hotel, resort or hospitality environment, with at least 1–2 years in a supervisory or management role.
• Experience working with property management systems (PMS) such as Opera, Elektra, or similar software.
• Strong knowledge of hotel operations, front desk procedures, and guest service standards.

Skills & Abilities:

• Excellent leadership, interpersonal, and communication skills.
• Ability to manage, motivate, and develop a team.
• Strong problem-solving and conflict-resolution abilities.
• High level of attention to detail and accuracy.
• Proficient in Microsoft Office Suite and other relevant computer software.
• Ability to handle multiple tasks simultaneously in a fast-paced environment.

• Knowledge of hospitality industry standards and guest service excellence.

   

Preferred Qualifications:

Certifications:

• Certification in hospitality management or customer service (e.g., Certified Hospitality Supervisor, Certified Front Desk Manager).
• CPR/First Aid certification (preferred).

Experience:

• Experience in luxury, boutique, or high-end hotels is a plus.
• Multilingual skills are a plus for properties with a diverse guest base.

Physical Requirements:

• Ability to stand for long periods, walk, and bend as needed.
• Ability to lift and move items weighing up to 10 kilos.
• Ability to work in a variety of shifts, including weekends, evenings, and holidays.

Working Conditions:

• Full-time position, with shifts that may include evenings, weekends, and holidays, based on occupancy and operational needs.
• Fast-paced work environment with frequent interaction with guests and staff.