Front Desk Manager

Oversee all front office operations. Assures guest satisfaction with room amenities and service. Resolve guest complaint in an efficient manner by performing the following duties.

Duties

• Lead and manage all Front Office departments; Front Desk, Guest Services, and PBX, ensuring cohesive operations and exceptional guest service.
• Recruit, onboard, train, and terminate front office personnel, maintaining a high-performing and service-oriented team.
• Resolve guest complaints and service issues with empathy and efficiency, ensuring timely follow-up and long-term solutions.
• Oversee scheduling, payroll, and labor management, balancing operational needs with budgetary goals.
• Produce accurate room forecasts and collaborate with Revenue and Reservations teams to optimize occupancy and rate strategy.
• Maintain and manage the operational budget, identifying cost-saving opportunities without compromising service quality.
• Review nightly audit reports for accuracy and compliance, ensuring financial integrity and smooth transitions between shifts.
• Develop and deliver training programs for Front Office, Guest Services, and PBX teams, aligned with service standards and brand expectations.
• Act as Manager on Duty, representing resort leadership and supporting all departments during assigned shifts.
• Champion guest satisfaction platforms (e.g., Medallia, Google Reviews, Expedia), analyzing feedback and implementing strategies to elevate service scores across all touchpoints.
• Other duties as assigned.

Supervisory Responsibilities

• Directly supervises team members in the location.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include training and coaching team members.
• Planning, assigning, and directing work.
• Assisting in appraising performance and rewarding team members.
• Addressing complaints and resolving problems. 

To excel in this role, you must embody our core values of integrity, passion, and a strong work ethic. These values are essential to our success, and we are looking for someone who shares out commitment.