Front Desk Manager

Job Description

Job Description

Benefits:

• Referral Bonus Program
• Life Insurance
• 401(k)
• 401(k) matching
• Dental insurance
• Employee discounts
• Health insurance
• Paid time off

Overview: 
The Front Desk Manager is responsible for leading front desk operations to deliver a seamless, welcoming, and efficient guest experience. This role oversees daily front office activities, team development, guest satisfaction, and coordination with housekeeping and other departments, while upholding IHG brand standards and hotel operational goals.

 
Primary Duties and Responsibilities:

• Create a warm, personalized, and consistent guest experience aligned with IHG brand standards.
• Resolve guest concerns and oversee service recovery efforts.
• Ensure recognition of VIPs, long-stay guests, and IHG One Rewards members.
• Monitor guest feedback and implement action plans for improvement.
• Manage daily front office operations including check-in, check-out, billing, and cash handling.
• Ensure accuracy of guest folios, reports, and system data.
• Coordinate room assignments and communicate effectively with housekeeping.
• Maintain compliance with safety, security, and operating procedures.
• Train, schedule, and coach front desk team members.
• Lead by example and foster a positive team environment.
• Assist with performance evaluations and corrective actions as needed.
• Support upselling initiatives and revenue management strategies.
• Manage labor scheduling to align with forecasted occupancy.
• Assist with budgeting and cost control initiatives.
• Ensure correct use of IHG systems including PMS, Merlin, and Concerto.
• Support brand audits, quality reviews, and compliance inspections. 

Other Duties and Expectations:

• Work closely with all departments using crystal clear communication.
• Lead by example; encourage co-workers to always perform at the highest levels.
• Ask for feedback from supervisors and provide feedback as needed; be open and willing to take directions and/or make changes to job performance as needed.
• Engage guests at all opportunities to build a level of comfort between the guest and our property, instilling a “Home Away From Home” comfort during their stay.
• Understand and respond to customer’s needs and ensure a high level of guest satisfaction.
• Other duties as assigned.

Qualifications and Requirements:

• 2–3 years of front desk supervisory or hotel leadership experience.
• Strong guest service and leadership skills.
• Proficiency with hotel systems and Microsoft Office.
• Flexible availability including nights, weekends, and holidays. 
• IHG brand experience preferred. 
• Extended-stay or upscale hotel background preferred. 
• Ability to stand and move throughout the shift.
• Lift up to 25 lbs occasionally.
• Handle a fast-paced, guest-focused environment.

Schedule (may vary):

• 8-hour shift
• Day Shift
• Evening Shift
• Holidays
• Overtime
• Weekend availability

IHG One Pass Perk:
As a member of the IHG Family of brands, Holiday Inn KCI Airport/Atwell Suites KCI employees are eligible to book discounted stays at IHG-branded hotels around the world using the IHG One Pass Program! Even more exciting, you can also share your benefits with the people you care about most. With the IHG One Pass program you get to select Pass Holders – your Plus One shares many of the same benefits you get, and Five Friends share access to the IHG One Pass Friends Rate.