Hotel Front Desk Manager

Job Summary

We are seeking an experienced and service-driven Front Desk Manager to oversee the daily operations of the Front Desk and Guest Services departments within a full-service hotel environment. This leadership role is responsible for ensuring exceptional guest experiences, maintaining operational efficiency, supervising front office staff, and driving service excellence. The ideal candidate is a hands-on leader with strong hotel operations experience, exceptional communication skills, and previous experience working in a unionized Local 6 environment.

Key Responsibilities

• Manage the daily operations of the Front Office, including Front Desk, Guest Services, Bell Services, and Concierge functions.
• Lead, train, coach, and develop front office staff to ensure exceptional guest service and adherence to hotel standards.
• Monitor guest satisfaction and proactively resolve guest concerns, complaints, and service recovery situations.
• Oversee scheduling, staffing levels, payroll approval, and labor management while ensuring compliance with union agreements and hotel policies.
• Collaborate with Housekeeping, Engineering, Food & Beverage, and Sales departments to ensure seamless guest experiences.
• Monitor room inventory, occupancy levels, VIP arrivals, and special guest requests.
• Ensure accurate processing of reservations, check-ins, check-outs, billing, and cash handling procedures.
• Maintain compliance with all hotel policies, safety regulations, and service standards.
• Analyze operational reports and key performance metrics to identify opportunities for service improvements and operational efficiencies.
• Assist with budgeting, forecasting, and departmental expense management.

Qualifications

• Minimum 3-5 years of hotel front office leadership experience, preferably as a Front Office Manager, Assistant Front Office Manager, or similar role.
• Previous experience working in a Local 6 union environment is required.
• Strong understanding of hotel operations, guest services, and front office procedures.
• Experience managing schedules, payroll, labor costs, and staffing in a unionized environment.
• Proficiency with hotel property management systems (Opera, OnQ, FOSSE, or similar platforms).
• Excellent leadership, coaching, and team development skills.
• Strong problem-solving, organizational, and decision-making abilities.
• Ability to work flexible schedules including nights, weekends, and holidays as business needs require.

Preferred Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.
• Experience within full-service, luxury, or unionized hotel environments strongly preferred.
• Knowledge of revenue management principles and hotel financial reporting.

Skills & Competencies

• Guest Service Excellence
• Leadership & Team Development
• Labor Relations & Union Compliance
• Conflict Resolution
• Operational Management
• Communication & Interpersonal Skills
• Financial Acumen
• Time Management & Organization
• Attention to Detail
• Ability to Thrive in a Fast-Paced Hospitality Environment

Equal Opportunity Employer

We are an equal opportunity employer and value diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, or any other protected characteristic.