Front Desk and Reservations Manager

Job Title: Front Desk / Reservations Manager  
Department: Front Desk / Reservations  
Reports To: General Manager  
FLSA Status: Exempt / Non-Exempt  

Position Summary  

Oversees front desk and reservations operations to ensure exceptional guest service, accurate reservations, proper cash handling, and effective coordination with housekeeping, sales, and management. Ensures compliance with hotel policies, staff training, and front office efficiency. Benefits include health, vision, dental, life insurance, and a Simple IRA plan.  

Essential Duties & Responsibilities  

Other duties may be assigned.  

Front Desk & Guest Services  

• Register guests, assign rooms, issue key cards, and accommodate special requests  

• Handle guest inquiries, complaints, and service needs professionally  

• Maintain front desk cleanliness, organization, and security  

• Perform guest services duties as needed  

• Follow all safety, emergency, and accident prevention procedures  

Reservations & Operations Management  

• Process reservations, changes, and cancellations via phone, email, mail, or fax  

• Ensure reservations are guaranteed or direct billed  

• Maintain accurate reservation records, arrival reports, and occupancy forecasts  

• Review no-shows, cancellations, and apply charges per policy  

• Block rooms for groups, long stays, suites, and special requests  

• Prepare reservation and occupancy analysis reports  

• Follow up on tentative bookings and update reservation status  

• Follow all credit, cash handling, and check-cashing procedures  

• Balance cash drawers and credit card totals  

• Post charges, handle paid-outs, transfers, settlements, and deposits  

Staff Training & Supervision  

• Train front desk staff on guest service, reservations, check-in/out, and phone etiquette  

• Assign daily tasks, monitor performance, schedule staff, and confirm payroll  

• Resolve staff conflicts and provide leadership  

• Attend department meetings and communicate operational updates  

Interdepartmental & Administrative Duties  

• Coordinate room status with housekeeping  

• Communicate with Sales on occupancy, rates, group bookings, and key accounts  

• Supervise group reservations with Sales and the General Manager  

• Handle guest correspondence, confirmations, logs, reports, phone systems, wake-up calls, and messages  

Core Competencies  

Customer Service • Conflict Resolution • Accuracy • Teamwork • Professionalism • Dependability • Initiative • Safety & Security  

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience: Associate's degree (A. A.) or equivalent from two-year College or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.

Language Skills: Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to write simple correspondence.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills: Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's.  Ability to perform these operations using units of American money and weight measurement, volume, and distance.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills: To perform this job successfully, an individual should have knowledge of and ability to input and access information into PMS system.
                        
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to stand and talk or hear. The employee is frequently required to use hands to finger, handle, or feel. The employee is occasionally required to walk; sit; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 50 pounds. 

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is occasionally exposed to extreme cold and extreme heat. The noise level in the work environment is usually moderate.