Front Desk Manager

Job Purpose: 

The Front Desk Manager is the strategic and operational leader of the guest experience from the moment of arrival to departure. This role ensures the seamless execution of front desk operations, valet and bell services, guest services, and night audit functions. A true ambassador of hospitality, the Front Office Manager sets the tone for guest interactions, fosters a culture of excellence and accountability, and drives operational success by aligning team performance with the hotel’s brand standards and service values. This individual is both hands-on and visionary—empowering the front office team while ensuring the department runs with efficiency, warmth, and consistency. This position oversees both The Red Lion Inn and Little Lion.

Essential Duties and Responsibilities:  

• Oversee all functions of the Front Office department, including front desk, guest services, concierge, bell/valet staff (if applicable), and night audit operations. 
• Recruit, train, coach, and schedule front office staff to ensure coverage and excellence in guest service at all times. 
• Serve as the primary point of escalation for guest issues or special service requests, resolving concerns swiftly and graciously. 
• Monitor daily operations to ensure optimal check-in/check-out experiences, guestroom assignment accuracy, billing processes, and team appearance and engagement. 
• Foster interdepartmental communication and cooperation with housekeeping, maintenance, reservations, and food & beverage to ensure a seamless guest journey. 
• Conduct daily stand-ups and regularly scheduled departmental meetings to promote team alignment and service consistency. 
• Monitor and manage performance metrics, such as guest satisfaction scores, upsell revenue, occupancy, and check-in time goals. 
• Enforce cash handling, key control, and compliance protocols to safeguard guest and hotel assets. 
• Maintain and troubleshoot the property management system (PMS) and serve as the department's lead liaison with IT or third-party vendors as needed. 
• Lead the department in alignment with brand standards, company policies, and legal/employment regulations. 
• Execute or oversee schedule creation, timecard approvals, and departmental payroll reporting. 
• Support hotel-wide initiatives, such as promotional campaigns, seasonal events, or capital improvement plans. 
• Participate in the Manager-on-Duty (MOD) rotation and respond to operational or guest emergencies as required. 
• Perform other duties as assigned to support the overall success of the hotel. 

Education & Experience:   

• High school diploma or equivalent required; bachelor’s degree in hospitality management or related field strongly preferred. 
• Minimum of 3–5 years of progressive experience in hotel front office operations, including at least 1–2 years in a supervisory or management role. 
• Strong proficiency with hotel property management systems (e.g., Opera, Maestro, Cloudbeds, etc.) and Microsoft Office Suite. 
• Proven success in managing teams, driving guest satisfaction, and meeting performance targets. 

Professional Characteristics: 

• Charismatic and service-oriented leader with a high standard for professionalism and hospitality. 
• Strong communicator—clear, respectful, and able to inspire and motivate a diverse team. 
• Solution-driven and calm under pressure, especially when handling guest challenges or operational disruptions. 
• Organized, proactive, and able to multi-task across fast-paced, guest-facing responsibilities. 

• Strong business acumen, including the ability to read and act on financial and operational reports. 
• Committed to continuous improvement and cultivating a positive, inclusive workplace culture. 
• Comfortable with ambiguity and able to adapt to evolving guest expectations or business needs. 
• Takes initiative and follows through on assignments with minimal supervision. 
• Able to prioritize tasks and manage time efficiently in a fast-paced environment. 

Scheduling & Travel: 

This is a full-time, on-site leadership role that requires schedule flexibility, including availability to work evenings, weekends, holidays, and special events as needed. Occasional travel to attend company meetings, training, or off-site events may be required. 

Physical Requirements: 

• Must be able to stand for extended periods. 
• Ability to lift up to 25 lbs occasionally. 
• Must be able to perform repetitive tasks and handle guest luggage when needed. 

Work Authorization:  Must be eligible to work in the United States.   

EEO Statement:  Main Street Hospitality is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, or any other characteristic protected by law.