Front Office Manager

Hotel Front Desk Manager – Job Description

A Hotel Front Desk Manager (also called Front Office Manager) oversees the daily operations of the hotel’s front desk. This role ensures smooth check-in and check-out procedures, excellent guest service, and effective coordination between departments such as housekeeping, maintenance, and reservations. This role is also responsible for supervising front desk staff, managing guest relations, handling reservations, and ensuring that hotel policies and service standards are followed. The goal is to provide a positive guest experience and efficient front office operations.

Qualifications

• High school diploma or equivalent (hospitality or business degree preferred)
• 2–5 years of hotel or hospitality experience
• Previous supervisory experience is often preferred

Required Skills

• Strong communication and customer service skills
• Leadership and team management ability
• Problem-solving and conflict resolution skills
• Organizational and multitasking abilities
• Basic knowledge of hotel management systems and office software

Key Responsibilities

1. Front Desk Operations

• Manage daily front desk activities including check-in and check-out procedures.
• Ensure accurate room assignments and reservation management.
• Monitor lobby activity and maintain a welcoming environment.

2. Staff Supervision

• Train, schedule, and supervise front desk agents and reception staff.
• Monitor employee performance and provide coaching when needed.
• Ensure adequate staffing during shifts.

3. Guest Service

• Handle guest complaints, special requests, and service recovery.
• Provide information about hotel services, amenities, and local attractions.
• Ensure high levels of guest satisfaction.

4. Administrative Duties

• Maintain guest records and update reservation systems.
• Prepare reports on occupancy, revenue, and guest feedback.
• Ensure proper use of hotel management software such as Opera Cloud.

5. Financial Responsibilities

• Monitor billing, payments, and cash handling procedures.
• Verify daily financial transactions and front desk reports.

6. Coordination with Other Departments

• Communicate with housekeeping regarding room status.
• Coordinate with maintenance for repairs or guest concerns.
• Work with management on improving guest services.

Work Environment

• Hotels, resorts, or hospitality properties
• Shift work may include evenings, weekends, and holidays
• Fast-paced environment requiring strong customer service skills

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Paid training
• Vision insurance

Experience:

• Hotel management: 3 years (Required)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)
• Overnight Shift (Preferred)

Ability to Commute:

• Scranton, PA 18503 (Required)

Work Location: In person

Benefits:

Salary : $41,911 - $56,485