What are the responsibilities and job description for the Guest Experience Manager position at Grand History LLC?
Job Type: Full-Time
Schedule: Day, Evening, Weekend, Holidays as needed
Location: On-site
Job Overview
We are seeking an experienced Front Desk Manager to lead daily front office operations and deliver exceptional guest service. This role supervises front desk staff, manages guest relations, and ensures smooth hotel operations while maintaining accuracy, professionalism, and compliance.
This position is ideal for a hospitality professional with strong leadership skills and hands-on front desk experience.
Responsibilities
Guest Service
- Deliver outstanding guest experiences from arrival through departure
- Resolve guest concerns and service recovery issues professionally and promptly
- Maintain a visible, welcoming presence at the front desk and lobby
Front Desk Operations
- Oversee check-in/check-out, reservations, billing, and cash handling
- Ensure accurate folios, rate integrity, authorizations, and shift reconciliations
- Monitor daily arrivals, departures, VIPs, and special requests
- Enforce hotel policies, safety procedures, and security standards
Team Leadership
- Supervise, train, coach, and schedule front desk staff
- Assist with hiring, onboarding, and performance evaluations
- Set clear expectations for service standards and accountability
- Address attendance, conduct, and policy issues consistently and professionally
Coordination & Administration
- Coordinate with housekeeping and maintenance to ensure room readiness
- Maintain shift logs and communicate effectively across departments
- Prepare reports related to occupancy, guest issues, and front desk activity
- Support group bookings, special events, and peak-season operations
Qualifications
Required
- 2 years of hotel front desk experience
- Previous supervisory or lead experience preferred
- Strong customer service and conflict-resolution skills
- Comfortable handling cash, billing, and guest accounts
- Proficient with hotel PMS systems and basic computer skills
- Ability to work weekends, evenings, and holidays
Preferred
- Experience in a boutique, historic, or full-service hotel
- Knowledge of local attractions and hospitality services
- Familiarity with labor compliance and front office SOPs
Benefits
- Competitive hourly pay: $18.00–$29.00 DOE
- Employee discounts
- Growth and advancement opportunities
Work Setting
- Hotel front desk
- Fast-paced, guest-focused environment
- Standing, walking, and multitasking required
Job Types: Full-time, Part-time
Pay: $18.00 - $29.00 per hour
Benefits:
- Employee discount
- Flexible schedule
Work Location: In person
Salary : $18 - $29