Resort Front Desk Manager

Resort Front Desk Manager

Starting Salary Range: $65,000 - $75,000 annually

Dependent on Experience

All employees receive a FREE POOL PASS and other on-property discounts.

Full Time employees are eligible for additional benefits including medical, dental, vision and life insurance. 

Primary Function

This position plays a key role in creating a welcoming first impression, supporting daily hotel operations, and ensuring guests receive friendly, professional, and solution-oriented service throughout their stay. The Resort Front Desk Manager will engage with guests throughout the Resort, including at the Lodge and Hotel 1888, acting as Hotel Manager on Duty (MOD) in absence of the Resort Hotel Manager and Assistant Resort Hotel Manager.

Reporting and Accountability

The Resort Front Desk Manager reports to the Resort Hotel Manager and Assistant Resort Hotel Manager.

Authority

The Resort Front Desk Manager has the support and authority necessary to carry out the responsibilities and tasks described in this job description and to act on behalf of the Resort Hotel Manager or Assistant Resort Hotel Manager to intervene if other lodging department employees are not performing their tasks properly.

Essential Duties & Responsibilities

• Lead the daily operations of the hotel front desk, including check-ins, check-outs, guest requests, room assignments, reservations support, and general hotel communication.
• Provide leadership, coaching and support to front desk agents to ensure consistent guest service and professional standards.
• Set the tone for a positive, patient, and helpful front desk environment for both guests and employees.
• Assist with scheduling, shift coverage, training and accountability for the front desk team.
• Be available to work any shift as needed to support hotel operations.
• Handle guest concerns, complaints and special requests in a calm, professional and solution-focused manner.
• Partner with housekeeping, maintenance reservations, and other departments to resolve guest issues quickly and effectively.
• Monitor arrivals, departures, room status, guest notes, billing issues, and special requests to help ensure smooth daily operations.
• Support front desk agents with difficult guest interactions, operational questions, system issues, and service recovery situations.
• Help create and maintain checklists, procedures, and daily goals that keep the front desk organized and consistent.
• Ensure front desk staff are following hotel policies, cash handling procedures, safety expectations and service standards.
• Communicate clearly with hotel leadership regarding guest issues, staffing needs, operational challenges, and opportunities for improvement.
• Look for ways to improve the guest experience and make front desk operations more efficient.
• Maintain a professional appearance, attitude and presence as a leader of the hotel team.

Required Qualifications

• Previous hotel front desk experience.
• Prior leadership experience in at least a lead or supervisor role; front desk manager or assistant manager experience preferred.
• Ability and willingness to work any shift, including mornings, evenings, weekends, holidays, and occasional overnight shifts as needed.
• Strong guest service skills and a calm, patient approach with both guests and staff.
• Positive attitude and ability to lead by example.
• Strong problem-solving skills with the ability to find solutions instead of simply identifying problems.
• Ability to communicate professionally with guests, co-workers and other departments.
• Strong organizational skills and attention to detail.
• Ability to work well under pressure in a busy hotel environment.
• Basic computer skills, and ability to learn hotel systems.

Preferred Qualifications

• Experience with hotel property management systems.
• Experience training, coaching or scheduling front desk staff.
• Resort, independent hotel, or high-volume hospitality experience.
• Bilingual English/Spanish skills are a plus.

Physical Requirements

• Ability to stand and walk for extended periods of time.
• Able to use a computer, phone and hotel systems throughout the shift.
• Ability to lift, push, pull and carry up to 30 pounds.
• Ability to communicate effectively verbally and in writing and read and follow instructions. 

Educational Requirements

• High School Diploma or equivalent required
• Formal management, front desk or reservations training or equivalent skill and experience

Work Hours and Days

The Resort Front Desk Manager must be able to work a flexible schedule based on hotel needs, including evenings, weekends and holidays.

Please note: This is not an exhaustive list of the job duties. The complete job description will be supplied upon request.

Glenwood Hot Springs Resort is a drug free workplace. 

Salary : $65,000 - $75,000