Front Desk Manager

Job Description

Job Description

Description:

Sanctuary Camelback Mountain is an award-winning luxury boutique resort set against the iconic Camelback Mountain in Paradise Valley, Arizona. Our intimate hideaway features beautifully appointed casitas, a world-class spa, elements restaurant, jade bar, and exceptional resort amenities, all designed to deliver an effortlessly elegant guest experience.

At Sanctuary, our people are at the heart of everything we do. Guided by our Vision and Mission, we deliver luxurious, effortlessly elegant experiences by being adaptive, present, and engaged for both our guests and one another. Our culture is built on service, respect, teamwork, integrity, trust, and ownership—while always remembering to have fun. We are committed to developing our team members, encouraging collaboration, and supporting career growth in an inspiring hospitality environment.

JOB SUMMARY

The Front Desk Manager is responsible for leading and managing all Front Office operations, including Front Desk, Guest Services, Concierge, and PBX, ensuring an exceptional and seamless guest experience from arrival through departure.

This role drives service excellence in alignment with luxury standards, oversees operational and financial accuracy, develops team performance, and fosters a culture of accountability, engagement, and hospitality that consistently exceeds guest expectations. The Front Desk Manager serves as a highly visible leader within the operation and acts as Manager on Duty as assigned.

JOB FUNCTIONS

Note: the following duties and responsibilities are not all-inclusive

Leadership & Team Development

• Lead, coach, and develop the Front Office team, including Front Desk Agents, Guest Services, Concierge, Reservations (as applicable), and PBX.
• Recruit, interview, train, schedule, and evaluate team members; conduct performance reviews and administer corrective action when necessary.
• Develop, implement, and maintain comprehensive training guides for Front Desk and PBX operations.
• Create and manage weekly schedules to ensure appropriate staffing levels; work operational shifts to support business needs and coverage gaps.
• Foster a culture of service excellence, engagement, accountability, and luxury hospitality standards.
• Recognize team achievements and promote a positive, professional work environment.

Guest Experience & Service Excellence

• Ensure all arrival, departure, and billing procedures are executed flawlessly, with special attention to VIPs, return guests, groups, and special attention guests.
• Maintain consistent implementation of brand and luxury service standards.
• Analyze and respond to guest feedback and online reviews, following up to ensure complete guest satisfaction.
• Remain highly visible in the lobby and front office areas to proactively engage guests, resolve concerns, and elevate the overall experience.
• Ensure guest history profiles are accurately maintained and updated.
• Coordinate closely with all departments to ensure seamless service delivery.
• Maintain updated and user-friendly guest information materials and operational logs.

Financial & Operational Oversight

• Ensure adherence to all financial policies, credit procedures, cashiering standards, and audit requirements.
• Review and reconcile Front Desk and PM accounts, ensuring timely processing and month-end closure in coordination with Accounting.
• Audit cashier transactions and direct billings for accuracy and proper authorization.
• Resolve post-departure billing discrepancies promptly and professionally.
• Oversee group billing, routing instructions, and payment processes in partnership with Sales and Group Rooms Coordinator.
• Monitor package inclusions and breakage; escalate discrepancies to senior leadership as appropriate.
• Identify revenue opportunities and support the team in achieving and exceeding upsell goals.
• Oversee payroll submission, supply ordering, and inventory control for the department.
• Ensure personal bar charges, late charges, and additional revenues are posted accurately and timely.

Operational Excellence

• Strategically assign and block rooms, reviewing daily arrivals to maximize guest satisfaction and operational efficiency.
• Maintain a clean, organized, and fully stocked front desk environment.
• Ensure proper documentation, logging, and archival of registration cards, guest folios, and shift reports.
• Maintain key inventory control in partnership with Security; ensure accountability for issued and returned keys.
• Be fully knowledgeable of emergency procedures and lead the team confidently in emergency situations.
• Attend Front Office and resort leadership meetings as required.
• Assist with maintaining relevant brand or affiliation databases as applicable.
• Perform additional duties as assigned by senior leadership.

Requirements:

JOB REQUIREMENTS

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he/she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Proven leadership experience within the Front Office of a luxury hotel or comparable high-touch hospitality environment.
• Comprehensive knowledge of front office operations, guest services, and reservations processes.
• Proficiency in property management systems (Opera preferred), guest service platforms (Alice, HotSOS), and Microsoft Office.
• Strong financial acumen related to billing, cashiering, and departmental budget oversight.
• Exceptional written and verbal communication skills.
• Demonstrated ability to remain calm, professional, and solution-oriented in a fast-paced, high-pressure environment.
• Strong organizational skills with a high attention to detail and a revenue-driven mindset.
• Ability to stand, walk, and remain active for extended periods; must be physically capable of responding to operational demands.
• Familiarity with the surrounding area is a plus.

QUALIFICATIONS

Education

• High School Diploma or equivalent

Related Work Experience

• At least 2-4 years experience in related work.
• AAA Four Diamond experience strongly preferred.
• OPERA PMS experience strongly preferred