Front of House Manager

Job Description

Job Description

Description:

The Front of House Manager is responsible for leading the daily operations of the Front Desk and Guest Services to ensure every guest receives exceptional hospitality from arrival through departure. This leader oversees front desk operations, guest satisfaction, team development, and operational efficiency while maintaining Tanglewood Resort's high standards of service.

The Front of House Manager serves as the primary leader for the Front Desk team and partners closely with Housekeeping, Maintenance, Food & Beverage, Golf, and Sales to deliver an outstanding guest experience.

Requirements:

Leadership

• Lead, coach, and develop the Front Desk and Guest Services team.
• Recruit, interview, onboard, and train new team members.
• Conduct performance evaluations and ongoing coaching.
• Build a culture centered around hospitality, accountability, and teamwork.
• Maintain appropriate staffing levels and scheduling.

Guest Experience

• Ensure exceptional guest service standards are consistently achieved.
• Resolve guest concerns professionally and promptly.
• Monitor online guest reviews and identify service improvement opportunities.
• Personally greet VIP guests, groups, and special arrivals.
• Ensure guest requests are completed accurately and timely.

Operations

• Oversee daily Front Desk operations.
• Ensure proper room assignments and inventory management.
• Review arrivals, departures, VIPs, and special requests daily.
• Ensure compliance with resort policies and procedures.
• Monitor cash handling, audits, deposits, and financial accountability.
• Oversee Night Audit operations.
• Ensure accurate billing and payment processing.

Communication

• Conduct daily shift meetings.
• Maintain communication with Housekeeping regarding room readiness.
• Coordinate with Maintenance regarding guest room issues.
• Partner with Sales regarding group arrivals.
• Communicate operational updates to leadership.

Administrative

• Prepare schedules and payroll.
• Monitor labor costs.
• Assist with annual budgets.
• Track departmental performance metrics.
• Complete required reports.

Knowledge & Skills

• Guest Relations
• Hotel Operations
• Leadership Development
• Scheduling
• Budget Management
• Hospitality Standards
• Microsoft Office
• Attention to Detail
• Problem Solving
• Professional Communication

Physical Requirements

• Ability to stand and walk for extended periods
• Ability to lift up to 30 pounds
• Ability to work evenings, weekends, and holidays
• Ability to respond to emergencies

Success Measures

• Guest Satisfaction Scores
• Online Review Ratings
• Front Desk Audit Accuracy
• Labor Cost Management
• Employee Retention
• Guest Complaint Resolution
• Brand Standards Compliance