Front Desk Manager

Job Description

Job Description

Benefits:

• 401(k)
• Competitive salary
• Employee discounts

FRONT DESK MANAGER — WHERE XTRA IS WELCOMED
The Buxton Hotel | Fort Collins, CO | Full-time, hourly | $18.50/hour

The Buxton is a 69-room boutique hotel on South College Avenue, part of the Best Western Signature Collection, with The Caldwell — our Southern-inspired restaurant, bar, and live music room — on property. Independently owned and operated by people who live here.

THE ROLE

The Front Desk Manager is the front line of the guest experience. You are the first face a guest sees and the last one they remember. A guest may never meet our General Manager or our chef — but they will meet you, and the impression you make in the first ninety seconds follows them through the whole stay and into the review they write afterward.

This is a working leadership role. You lead the front desk team and you work the desk. You set the standard by doing it, not describing it.

WHAT YOU'LL DO

Guest experience

• Deliver warm, personal, helpful service at check-in, through the stay, and at departure
• Own guest problems on your shift: listen, apologize without getting defensive, fix it, follow up
• Monitor and respond to guest feedback through Medallia, Google, and Best Western channels
• Bring root causes to the General Manager, not just incidents

Leading the team

• Supervise front desk agents and night audit; coach in real time
• Train new team members on systems, brand standards, and service expectations
• Cross-train broadly so every shift can be covered by more than one person
• Recommend hiring and performance decisions to the General Manager

Staffing and shift coverage — read this part carefully
You are fully responsible for making sure every front desk shift is staffed. The desk is never dark. When someone calls out or no-shows, finding the replacement is your job — and if no replacement can be found, you work the shift. That means scheduling ahead of forecasted occupancy, keeping a tested call list of cross-trained team members, naming a backup for every overnight and weekend, and staying reachable by phone off-shift. This responsibility does not roll up to the General Manager.

Operations

• Run daily front office operations in Autoclerk: reservations, rooming, group blocks, folios
• Review night audit daily and correct posting and rate errors
• Reconcile the cash bank and card batches; maintain cash handling controls
• Coordinate daily with housekeeping on room readiness and with The Caldwell on guest events
• Execute Best Western Signature Collection standards, including Best Western Rewards enrollment
• Complete incident reports same-day; safeguard guest privacy and payment data

WHAT YOU BRING

• 2+ years in hotel front office, including 1+ year leading or supervising, or equivalent experience
• A track record of calming an upset guest without needing a manager behind you
• Comfort with a property management system; Autoclerk and Best Western experience a plus
• Ability to work a variable schedule including evenings, weekends, overnights, and holidays
• Reliable transportation and the ability to get here on short notice when a shift needs covering
• 18 or older and legally authorized to work in the U.S.
• Conversational Spanish is a plus

COMPENSATION AND BENEFITS
$18.50 per hour. This position is non-exempt and eligible for overtime under the Fair Labor Standards Act and the Colorado COMPS Order.

Benefits include paid sick leave under the Colorado Healthy Families and Workplaces Act, paid time off, Colorado FAMLI, eligibility for our group medical, dental, vision, and life insurance program subject to plan terms and waiting periods, team dining discounts at The Caldwell, and Best Western associate room rates.

HOW TO APPLY
Applications accepted through 9/28 or until the position is filled.

Buxtonhotel, LLC is an equal opportunity employer. We do not discriminate on the basis of any status protected under federal or Colorado law. Reasonable accommodations are available for the application process and the role.