Front Desk Manager

Stonehurst Manor is seeking a hands-on Front Desk Manager to oversee the daily operation of our front desk and guest services. This is a working management position for someone who is organized, dependable, comfortable making decisions, and willing to be directly involved in day-to-day hotel operations.

The Front Desk Manager is responsible for ensuring that guests receive consistent, professional service from reservation through departure while keeping the front desk organized, accountable, and operating efficiently.

Primary ResponsibilitiesFront Desk Operations

• Manage the daily operation of the front desk.
• Work scheduled front desk shifts as part of the regular schedule.
• Oversee guest check-ins and check-outs.
• Manage reservations, room assignments, modifications, cancellations, and guest requests.
• Maintain accurate guest accounts, payments, deposits, and folios.
• Review arrivals, departures, occupancy, special requests, and VIP notes each day.
• Ensure accurate communication between the front desk, housekeeping, restaurant, and maintenance.
• Handle telephone and email inquiries professionally and promptly.
• Maintain an organized and professional front desk and lobby area.

Guest Service

• Serve as the primary point of contact for guest concerns and service recovery.
• Resolve reasonable guest issues independently and escalate significant matters when necessary.
• Follow up on maintenance, housekeeping, and other guest requests to ensure they are completed.
• Provide knowledgeable recommendations regarding Stonehurst Manor and the Mount Washington Valley.
• Help create a warm, professional guest experience without sacrificing operational efficiency.

Reservations & Revenue

• Review reservations for accuracy, including rates, packages, deposits, minimum stays, and special requests.
• Understand room types, packages, promotions, cancellation policies, and property offerings.
• Identify opportunities to upgrade rooms and increase revenue when appropriate.
• Monitor upcoming occupancy and immediately identify reservation or inventory problems.

Team Leadership

• Train front desk employees on established procedures and service standards.
• Create and maintain the front desk schedule based on business needs.
• Hold employees accountable for attendance, accuracy, professionalism, and completion of assigned duties.
• Maintain clear written procedures and checklists for each shift.
• Ensure proper shift handoffs so unresolved issues do not get lost between employees.
• Address routine performance issues promptly and professionally.

Hotel Operations

The Front Desk Manager must understand that the front desk is the operational communication center of the property.

Responsibilities include:

• Coordinating closely with housekeeping on room status and priorities.
• Communicating maintenance problems and following them through completion.
• Communicating restaurant reservations and guest dining needs when appropriate.
• Assisting with wedding and event guest information.
• Monitoring property conditions and reporting anything requiring immediate attention.
• Responding appropriately to guest emergencies and after-hours operational issues.

What Success Looks Like

A successful Front Desk Manager will:

• Keep the front desk organized without constant owner involvement.
• Ensure reservations and guest accounts are accurate.
• Reduce preventable guest complaints.
• Resolve routine problems independently.
• Maintain reliable front desk staffing.
• Ensure important information reaches the correct department.
• Train employees so procedures are followed consistently.
• Identify problems early rather than waiting for them to become emergencies.
• Leave each shift and each day properly documented for the next person.

Qualifications

Required:

• Strong organizational and communication skills.
• Dependable attendance and schedule flexibility.
• Ability to remain calm and professional when dealing with guest complaints.
• Comfortable using computers, reservation systems, email, and basic office software.
• Ability to prioritize multiple responsibilities in a busy hospitality environment.
• Strong attention to detail with payments, reservations, and guest information.
• Willingness to work directly alongside the front desk team.

Preferred:

• Previous hotel front desk or hospitality experience.
• Previous supervisory or management experience.
• Experience with RoomKeyPMS or another hotel property-management system.
• Familiarity with independent hotels, inns, resorts, restaurants, or wedding properties.

Schedule

This is a full-time, hands-on management position. The schedule will vary based on occupancy and business needs and will include a combination of weekdays, weekends, holidays, mornings, and evenings.

This is not a traditional Monday-through-Friday office management position.

The Right Person

Stonehurst Manor is best suited for someone who enjoys taking ownership of an operation. We are looking for a manager who notices what needs to be done, handles routine decisions independently, communicates clearly, and follows problems through to completion.

The successful candidate will be given responsibility and authority over the front desk operation and will be expected to use both.

About Stonehurst Manor

Stonehurst Manor is an independent hotel and restaurant property in North Conway, New Hampshire. The property combines lodging, dining, weddings, and events, creating a front desk position that is more varied than a traditional limited-service hotel role.

We are looking for someone who wants to become an important part of the property's day-to-day operation and help us deliver a consistently excellent guest experience.

Pay: From $23.00 per hour

Benefits:

• Employee discount

Work Location: In person

Salary : $23