Front Desk Manager

As the heart of our front office operations, the Front Office Manager ensures every guest experiences a seamless and unforgettable stay. This role combines leadership, operational expertise, and a passion for hospitality to deliver the “Wanderlust” experience our guests seek. You will lead, inspire, and develop a dynamic team while maintaining the financial health of the department through effective resource management and revenue optimization.

 ESSENTIAL FUNCTIONS:

Lead and Inspire

• Develop, mentor, and coach a team of Front Desk Agents, Bell Staff, and Shuttle Drivers.
• Implement training programs, coaching plans, career development pathways, and recognition programs.

 Operational Excellence

• Oversee daily front office operations including room inventory, reservations, and pricing strategies to maximize revenue.
• Actively participate in Revenue Optimization meetings.
• Manage departmental budget, monitor labor costs, and track spending accounts.
• Review and analyze monthly Profit & Loss reports for accuracy and improvement opportunities.

 Engage and Connect

• Ensure an exceptional guest experience from check-in through check-out.
• Handle guest inquiries, requests, and concerns with professionalism and efficiency.
• Proactively connect with guests to create memorable and personalized stays.

 Problem-Solving and Coordination

• Lead guest recovery efforts with empathy and solutions-focused approaches.
• Partner with Housekeeping, Maintenance, and other departments to ensure operational flow and guest satisfaction.

 REQUIREMENTS:

Experience:

• 3–5 years of customer service experience, including at least 3 years in hotel front desk operations and 1 year in a supervisory or managerial role.

 Skills:

• Proven leadership skills with the ability to mentor and develop a diverse team.
• Strong customer service abilities and problem-solving skills.
• Proficiency in hotel property management systems (preferably Infor or similar).
• Excellent communication and interpersonal skills with a polished, professional demeanor.
• Strong organizational and time-management skills.

 Education:

• Bachelor’s degree in Hospitality Management or a related field preferred (equivalent experience considered).

 PHYSICAL REQUIREMENTS:

 Must be able to stand for extended periods of time.

Ability to walk, bend, reach, and lift up to 25 pounds occasionally.

Comfortable working in a fast-paced environment requiring frequent interaction with guests and staff.

Flexible availability, including evenings, weekends, and holidays as required.