Front Desk Manager

JOB OVERVIEW:
Supervise the daily operations of the Front Desk staff to maximize revenue and profitability while ensuring optimal guest satisfaction.

ESSENTIAL JOB FUNCTIONS:

• Interview, hire, and train team members; conduct performance evaluations; resolve employee issues; maintain open communication; and recommend disciplinary action and/or termination when appropriate.
• Respond to guests’ special requests, needs, concerns, and complaints. Coordinate group accommodations to ensure high levels of guest satisfaction and repeat business.
• Implement company programs and oversee Front Desk operations in compliance with SOPs and LSOPs. Drive revenue, motivate associates, and ensure delivery of high-quality service and hospitality.
• Supervise Guest Service Agents and support their daily performance.
• Remain calm and alert during emergency situations and periods of high hotel activity, serving as a role model for team members. Resolve guest concerns by conducting thorough research and determining effective solutions. Exercise sound judgment, adapting approaches as needed. Authorize revenue adjustments only after alternative solutions have been explored.
• Adhere to attendance policies and maintain reliable availability.

Perform other job-related duties as assigned.

PERFORMANCE STANDARDS

Customer Satisfaction:
Our guests are our top priority. Positive interactions with StepStone staff are essential to creating a memorable guest experience. All associates are expected to remain professional at all times and treat guests and colleagues with courtesy and respect. Every StepStone associate serves as a guest relations ambassador during every shift.

Work Habits:
To support a positive environment, associates must consistently meet or exceed hotel standards for procedures, appearance, punctuality, and attendance. Flexibility and adaptability are essential, along with a willingness to learn new skills, improve existing ones, and seek guidance when needed.

Safety & Security:
The safety and security of guests and associates are paramount. All associates must follow hotel safety and security policies, including proper key control, safe lifting practices, appropriate chemical handling, and timely reporting of hazards or concerns.

• Proficiency in spoken and written English.
• Self-motivated with a professional, even-tempered demeanor.
• Strong interpersonal and communication skills with the ability to interact effectively with guests and team members.
• Team-oriented mindset with a willingness to assist others as needed.
• Ability to handle challenging situations with patience, tact, and diplomacy while resolving conflicts and gathering accurate information.
• Basic math skills, including the ability to perform moderately complex calculations accurately.
• Proficiency in using computer systems to input and access information.
• Ability to stand and walk for extended periods while performing front desk duties.
• Ability to recognize and respond to emergency situations.
• Strong written communication skills, including the ability to prepare reports related to room availability and revenue.
• Ability to build and maintain effective working relationships with associates, guests, and vendors.