Front Desk Manager

Overview

The primary responsibility of the Front Desk Manager is to lead and supervise the front desk team to ensure smooth, efficient daily operations that result in an exceptional guest experience and positive feedback. This role is accountable for coordinating all front office activities and serves as a key support to the General Manager by overseeing staff performance, maintaining service standards, and ensuring overall departmental effectiveness.

RESPONSIBILITIES AND DUTIES

• Meet with Guest Service personnel to review any pending guests’ requests, problems, and/or complaints presented at the front desk or through reservations, comment cards, and/or phone calls in an attentive, courteous manner.
• Ensure all Guest Service personnel follow and practice correct check-in/out procedures and phone etiquette.
• Monitor credit reports, open balances, and/or high balances.
• Monitor all VIPs, special guests, and requests. Ensure elite recognition gift bags are prepared for arrivals.
• Review online guest reviews and implement changes when needed. Address negative reviews with the front desk team.
• Encourage and motivate the front desk team to acquire positive online hotel reviews.
• Monitor and track brand enrollment requirements. Motivate the team to achieve the required goals.
• Maintain inventories of office supplies and collateral used at the front desk.
• Perform data entry and other duties as delegated by the General Manager and typically performed at the Front Desk.
• Create the front office weekly schedule according to forecast and payroll budget.
• Conduct monthly front desk meetings.
• Ensure all front desk teams have completed the required brand training.
• Respond to all email inquiries.
• Ensure team members arrive at work on time and in uniform.
• Motivate, coach, and counsel all Guest Services personnel.
• Complete all required FOM training required by the brand.
• Maintain and monitor “Lost and Found” procedures and policies.
• Ensure correct and accurate cash handling at the Front Desk
• Review and respond to group or corporate rate inquiries.

QUALIFICATIONS

• High school diploma or equivalent required; college degree in hospitality or related field preferred
• Minimum of 2 years of front desk or hotel operations experience, with at least 1 year in a supervisory or lead role
• Experience with Visual Matrix preferred
• Availability to work flexible hours, including evenings, weekends, and holidays as needed
• Ability to stand for extended periods and lift up to 25 pounds
• Operations management experience with a demonstrated track record of developing and leading a team.
• Strong leadership and team development skills
• Excellent communication and interpersonal abilities
• Proven ability to resolve guest issues professionally and promptly
• Detail-oriented with strong organizational and time-management skills
• Comfortable with multitasking in a fast-paced environment
• Proficient in Microsoft Office and standard front office systems

Job Type: Full-time

Pay: $21.00 - $24.00 per hour

Experience:

• Visual Matrix: 1 year (Required)
• Front Desk Supervisory: 1 year (Required)

Ability to Commute:

• Moreno Valley, CA 92553 (Required)

Work Location: In person