Hotel Front Office /Guest services Manager

Hotel Front Office / Guest Services Manager

Department: Front Office
Reports To: General Manager

Job Summary

The Front Office / Guest Services Manager is responsible for overseeing the daily operations of the hotel's front office and guest services departments. This position directly supervises front office personnel, ensures the proper completion of all front desk duties, and maintains high standards of guest satisfaction, operational efficiency, and brand compliance.

The manager coordinates activities involving the front desk, reservations, guest services, sales, breakfast operations, and sundry shop.

This is a hands-on management position requiring the manager to routinely work front desk shifts, primarily from 7:00 AM to 3:00 PM, while simultaneously fulfilling supervisory and administrative responsibilities.

1. Duties and Responsibilities of Front Desk Operations

• Work regularly scheduled front desk shifts, primarily from 7:00 AM to 3:00 PM.
• Perform all routine front desk duties, including guest check-ins, check-outs, reservations, billing, and guest assistance.
• Supervise daily workloads and ensure all front desk responsibilities are completed accurately and on time.
• Monitor room assignments, availability, and room status information to ensure accuracy and proper communication with housekeeping.
• Review and address credit limit reports, outstanding balances, and guest billing discrepancies.
• Maintain effective communication between shifts, ensuring important information and pending tasks are properly passed along.
• Oversee front desk cash handling, cashier check-ins and check-outs, bank verification, and daily deposits.
• Enforce hotel cash handling, credit card, payment authorization, and check acceptance policies.
• Maintain proper control and security of master keys and floor-level keys.
• Ensure smooth daily operations across the front desk, reservations, guest services, breakfast area, and sundry shop.

2. Staff Supervision and Management

• Participate in recruiting, interviewing, and selecting front office personnel.
• Train, cross-train, develop, and retain front office employees according to hotel procedures and brand standards.
• Prepare and maintain employee schedules in accordance with staffing requirements, budget guidelines, and the General Manager's direction.
• Monitor employee attendance, punctuality, appearance, productivity, and overall performance.
• Evaluate employee performance and provide regular feedback, coaching, and corrective guidance when necessary.
• Ensure employees understand and consistently follow hotel policies, procedures, and service expectations.
• Conduct regularly scheduled front office meetings to communicate updates, review performance, and address operational concerns.
• Address staffing shortages, employee call-offs, and shift coverage needs in coordination with the General Manager.
• Promote accountability, teamwork, professionalism, and a positive working environment.

3. Guest Services and Satisfaction

• Maintain high standards of guest service, professionalism, and hospitality.
• Respond promptly and courteously to guest complaints, concerns, and special requests.
• Resolve guest-related problems efficiently while protecting the hotel's service standards and business interests.
• Monitor guest feedback, complaints, and online reviews to identify opportunities for service improvements.
• Ensure guests receive accurate information regarding hotel amenities, services, policies, and local attractions.
• Support guest loyalty and brand rewards programs, ensuring employees follow applicable enrollment and recognition standards.
• Promote positive guest experiences that encourage repeat business and favorable reviews.

4. Reservations, Groups, and Department Coordination

• Coordinate front desk activities with housekeeping, maintenance, sales, breakfast, and other hotel departments.
• Maintain accurate group reservation information, rooming lists, room assignments, billing instructions, and special requirements.
• Communicate group arrival details and operational needs to appropriate departments and employees.
• Coordinate with the sales department to ensure group reservations and special arrangements are properly handled.
• Verify the accuracy of reservation details, guest profiles, room rates, payment methods, and billing instructions.
• Maintain effective working relationships and open communication with all hotel departments.

5. Brand Standards and Quality Assurance

• Ensure front desk operations comply with hotel brand standards, company policies, and quality assurance requirements.
• Conduct regular audits of front office procedures and service standards.
• Review and monitor compliance with quality assurance requirements, including:
• Guest recognition and CRM standards.
• Employee uniforms, grooming, and professional appearance.
• Guest folios, billing accuracy, and documentation.
• Brand loyalty and rewards program procedures.
• Guest check-in and check-out standards.
• Reservation accuracy and payment authorization procedures.
• Front desk cleanliness, organization, and presentation.
• Ensure front office personnel complete all required brand training and maintain appropriate knowledge of hotel procedures.
• Identify operational deficiencies and implement corrective actions to maintain brand compliance.
• Assist the General Manager in preparing for brand inspections and quality assurance evaluations.

6. Financial and Administrative Responsibilities

• Operate within the approved front office departmental budget.
• Monitor staffing expenses and scheduling to support efficient labor management.
• Review daily front office reports, transactions, and financial discrepancies.
• Verify accurate cash handling, deposits, credit card transactions, and guest account balances.
• Maintain organized records of front desk operations, guest incidents, employee performance, and departmental communications.
• Assist the General Manager with administrative assignments and operational reporting as needed.

7. Leadership and Accountability

• Lead by example by consistently demonstrating professionalism, accountability, and strong guest service skills.
• Maintain responsibility for front desk operations while completing supervisory and administrative duties.
• Ensure management responsibilities do not interfere with or result in neglect of routine front desk duties.
• Follow up on pending operational issues and ensure assigned tasks are completed.
• Take initiative in identifying problems and implementing practical solutions.
• Maintain consistent operational standards regardless of occupancy levels, workload, or staffing challenges.
• Uphold the hotel's commitment to hospitality, cleanliness, guest satisfaction, and operational excellence.

Job Requirements and Qualifications Education and Experience

• High school diploma or equivalent required.
• Minimum of one year of hotel front desk supervisory experience preferred.
• At least one year of related hospitality or customer service experience preferred.
• Previous experience with cash handling, accounting procedures, and general administrative duties preferred.
• Familiarity with hotel property management systems and reservation procedures preferred.

Skills and Abilities

• Strong communication, interpersonal, and guest service skills.
• Ability to interact professionally with guests, employees, vendors, and individuals with different personalities.
• Excellent organizational, multitasking, and time management skills.
• Basic computer proficiency, including Microsoft Word, email, and general office applications.
• Ability to supervise employees, provide constructive feedback, and resolve workplace concerns.
• Ability to handle multiple responsibilities while maintaining accuracy and attention to detail.
• Strong problem-solving skills and the ability to make appropriate operational decisions.

Work Schedule and Availability

• Must be available to work regular front desk shifts, primarily from 7:00 AM to 3:00 PM.
• Must maintain a flexible schedule based on hotel occupancy, staffing, and operational requirements.
• Must be available to respond to hotel emergencies and assist with shift coverage when employees call off or staffing shortages occur.
• May be required to work weekends, holidays, evenings, or overnight shifts based on operational needs and the General Manager's direction.

Physical Requirements

• Ability to walk and climb or descend stairs approximately 40% of the time.
• Ability to frequently kneel, reach, crawl, and twist the torso as necessary to complete assigned tasks.
• Ability to regularly lift and carry up to 20 pounds without assistance.
• Ability to maintain a high standard of personal hygiene, grooming, and professional appearance at all times.

Overall Position Expectations

The Front Office / Guest Services Manager is expected to maintain a balance between hands-on front desk responsibilities and management duties.

While the position includes supervisory, administrative, and departmental responsibilities, the manager must remain actively involved in daily front desk operations and ensure that routine front desk duties are consistently completed.

The primary objective is to maintain a well-organized, properly staffed, and efficiently managed front office that meets or exceeds the hotel's operational standards and guest service expectations.

Job Type: Full-time

Pay: $15.00 - $17.00 per hour

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: In person

Salary : $15 - $17