Guest Experience Leader - Front Desk & Operations

The Front Office Manager is responsible for overseeing daily front office operations and ensuring exceptional guest service throughout the arrival, stay, and departure experience. This role includes assisting with check-ins and check-outs, addressing guest requests and complaints, supporting team members, and serving as Manager on Duty as assigned.With a focus on leadership, professionalism, and hospitality, you will help drive team performance while ensuring guests feel welcomed and well cared for. You will be focused on optimizing each guest’s experience by living out our company purpose: “hospitality from our family to yours." Job Responsibilities: Demonstrate a consistent commitment to superior guest service; respond promptly to guest inquiries, concerns, and service requests. Greet every guest with a warm and professional demeanor. Perform daily property walks to inspect the condition and cleanliness of guest rooms, public areas, and the front desk/lobby. Maintain cleanliness and organization of the front desk, market, lobby, and back-office areas. Assist with room inventory management and rate controls in collaboration with the General Manager andSales. Report maintenance concerns by submitting and tracking work orders. Follow hotel procedures for reporting and turning in lost and found items. Recruit, interview, hire, and onboard new front desk associates. Prepare associate work schedules based on business forecasts; track attendance and manage shift coverage as needed. Provide ongoing training, coaching, and daily oversight to ensure excellent service and operational consistency. Conduct timely and constructive performance reviews. Ensure all front desk associates maintain a clean and professional appearance, including proper uniforms and visible name tags. Maintain accurate and complete banking and cash-handling records. Monitor and manage Accounts Receivable, Guest Ledger, and City Ledger functions. Safeguard and account for all market inventory and revenue. Ensure labor and supply usage remain within budgeted targets. Serve as Manager on Duty as assigned, ensuring leadership presence and service recovery support. Ensure guest and associate safety by following established key security, emergency, and confidentiality procedures. Comply with all company and safety policies; report accidents, injuries, or unsafe conditions to management immediately. Complete required safety training and certifications. Certified to clean and inspect guest rooms to ensure they meet brand quality standards. Respond quickly and effectively to all communications including emails, voicemails, guest communications, etc. Must maintain a professional appearance in accordance with company standards. Additional responsibilities may be assigned as needed to meet evolving business demands. Job Qualifications: Bachelor’s degree in Hospitality Management, Business, or a related field preferred; equivalent experience will be considered. Minimum 2 years of experience in hotel front desk operations, guest services, or night audit. Minimum 2 years of supervisory experience, preferably in a hospitality setting. Strong verbal and written communication skills, with the ability to interact professionally with guests, associates, and leadership. Proficient in using computers, POS systems, and property management systems (PMS); knowledge of hotel-specific software is a plus. Proven ability to train, motivate, and lead a team in a fast-paced environment. Exceptional problem-solving and decision-making skills, with a guest-first mindset. Strong organizational and multitasking abilities with attention to detail. Ability to work a flexible schedule, including evenings, weekends, and holidays. Physical Demands: Must be able to lift, push, pull, or carry up to 50 pounds. Requires frequent and prolonged periods of standing, walking, bending, reaching, and stretching throughout the shift. Manual dexterity required to operate phones, computers, tablets, and other standard office equipment. Must be able to work in a fast-paced environment, handling multiple tasks and guest interactions simultaneously. Ability to remain calm and focused while working under pressure or during high-stress situations. As a family-owned business built on genuine relationships, Naples Hotel Group places immense value on the character and quality of our team. We are dedicated to creating an environment where associates serve each other, our partners, and the community with kindness and respect, working together toward meaningful shared success. Our tight-knit team structure ensures every voice is heard, fostering a collaborative culture rich with opportunities for career advancement and personal development. Comprehensive Benefits Package for Full-Time Employees Paid Time Off: 2 weeks of vacation in the first year and 4 sick days per year Comprehensive health, dental, and vision insurance, plus disability and life coverage 401(k) with employer match Exclusive global hotel discounts Career growth opportunities across our hotel portfolio Additional perks including paid volunteer time and lifestyle discounts. Source: Naples Hotel Group #J-18808-Ljbffr TownePlace Suites Tampa Casino Area