Front Desk Manager

Position Overview

Merriweather Lakehouse Hotel, Autograph Collection, is seeking a dynamic and service-driven Front Desk Manager to lead the daily operations of our Front Office team. Our Diamond hotel is committed to delivering memorable experiences through genuine hospitality and personalized service. The Front Desk Manager serves as a leader and ambassador of the hotel, ensuring every guest interaction reflects the luxury, warmth, and attention to detail that define the Merriweather Lakehouse experience

Essential Functions

• Lead and supervise all front office operations, including Guest Service Agents and overnight staff
• Ensure exceptional guest arrival, departure, and stay experiences through personalized service and prompt issue resolution
• Foster a culture of hospitality, professionalism, and accountability among team members
• Recruit, train, coach, and develop front office associates to achieve operational and service excellence
• Prepare schedules and manage labor costs to ensure appropriate staffing levels
• Monitor guest feedback, online reviews, and service recovery opportunities to continuously improve the guest experience
• Ensure compliance with Marriott brand standards and hotel operating procedures
• Collaborate with Housekeeping, Engineering, Food & Beverage, Sales, and Events teams to deliver seamless guest experiences
• Handle VIP arrivals, special requests, and escalated guest concerns with professionalism and urgency
• Conduct daily stand-up meetings and communicate operational priorities to the team
• Maintain accurate records, reports, cash handling procedures, and audit controls
• Support revenue optimization efforts through room inventory management and upselling initiatives
• Ensure safety, security, and emergency procedures are followed

Qualifications

• Minimum of 3 years of hotel front office experience required
• Previous supervisory or management experience preferred
• Luxury, lifestyle, or Marriott-branded hotel experience strongly preferred
• Strong leadership, communication, and problem-solving skills
• Ability to inspire and develop teams while fostering a positive workplace culture
• Proficiency with property management systems and Microsoft Office applications
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment
• Flexible schedule with availability to work mornings, evenings, weekends, and holidays as business demands require

Physical Requirements

• Ability to stand and walk for extended periods
• Ability to lift and carry up to 25 pounds occasionally
• Ability to work in a fast-paced hospitality environment