Manager, Front Desk

Job Description

Job Description

At Eden Resort & Suites, we're more than just a destination; we're a community committed to excellence and care. As our Manager, Front Desk, you'll be at the heart of our guest experience, leading our Front Office team with enthusiasm and dedication. You'll oversee daily operations, ensuring seamless service and acting as a key leadership figure for both guests and team members. Your role is essential in fostering a positive and engaging environment where everyone feels valued and supported.

In this pivotal position, you'll manage and direct the front desk operations, guaranteeing each shift runs smoothly and guests receive exceptional service. You'll be the go-to leader, resolving concerns swiftly and maintaining open communication across departments. We're looking for someone who embodies our core values of excellence, ownership, and generosity. Your leadership will ensure that our service culture is consistently executed, making a lasting impact on our guests and team. Join us in this rewarding role and be part of a team that truly cares. Compensation:

$62,000 - $70,000 yearly DOE

Responsibilities:

Guest Service & MOD Responsibilities  

• Maintain a strong, visible presence at the Front Desk, ensuring accessibility to guests and associates. 
• Lead service recovery efforts using approved tools and guidelines, documenting all actions accurately. 
• Serve as Manager on Duty (MOD), handling guest and employee concerns promptly and professionally. 
• Monitor VIPs, special requests, and guest preferences to ensure personalized service and successful stays. 

 

Operational Leadership  

• Ensure each shift is properly prepared, including reservation accuracy, room status review, and communication with Housekeeping, Engineering, and other departments. 
• Supervise Front Office staff and ensure all tasks are completed accurately and timely. 
• Conduct shift briefings/huddles to communicate priorities, updates, and expectations. 
• Review and complete all daily reports, logs, discrepancy checks, and shift documentation before the end of each shift. 
• Monitor daily inventory to ensure all room types are available and not oversold; verify credit limits and take appropriate action on accounts; follow up on open folios and ensure they are closed in a timely and accurate manner; and consistently follow up on guest complaints and requests until full resolution. 
• Audit Front Desk work regularly, including rate overrides, no-shows, adjustments, refunds, discounts, and folio accuracy. 
• Ensure correct and accurate cash handling at all times. 
• Oversee proper use of OPERA, Canary, and HotSOS/Hotsauce systems, ensuring all tasks, requests, and communications are completed accurately and in a timely manner. Maintain excellent communication through these systems and verify that all associates are consistently following proper protocols. 
• Ensure accuracy in all Sonifi charges, gift card transactions, and Best Western Rewards redemptions, including auditing, reconciliation, and immediate reporting of discrepancies. 
• Support the Front Office team during periods of heavy occupancy, typically Friday and Saturday nights, as well as Sunday mornings, ensuring smooth operations and timely guest service. 

 

Internal Controls & Standards  

• Ensure all Front Office SOPs are consistently followed and assist in creating/updating SOPs as needed. 
• Respond to emergencies and ensure associates are trained in safety and emergency procedures. 
• Monitor queue times and adjust personnel or task allocation to maintain efficient operations. 
• Oversee security and confidentiality of guest and payment information, enforcing PCI and data-security protocols. 

 

Team Leadership & Development  

• Provide real-time coaching, counseling, guidance, and feedback to the Front Office team. 
• Support recruiting, onboarding, and training of new associates in coordination with the Director of Rooms. 
• Participate in 30/60/90-day check-ins and ongoing skills development for all staff members. 
• Address performance issues promptly and escalate concerns as needed. 
• Help foster a positive and supportive work culture based on communication, teamwork, and accountability. 

 

Communication & Collaboration  

• Maintain open lines of communication with Housekeeping, Engineering, Sales, and Food & Beverage to ensure smooth operations. 
• Ensure timely follow-up on all interdepartmental needs, requests, and service issues. 
• Provide the Director of Front Office with detailed shift reports, incidents, operational feedback, and recommended action items. 

 

Administrative & Operational Support  

• Maintain par for supplies and ensure ordering is done responsibly to manage costs. 
• Review online guest reviews in coordination with the leadership team and identify service trends or improvement opportunities. 
• Assist in minimizing overtime and managing labor costs effectively. 

Qualifications:

What You Bring  

• Minimum two (2) years of full-service hotel experience in Rooms Division; at least one (1) year in a supervisory role strongly preferred. 
• Strong knowledge of hotel systems; OPERA PMS experience preferred. 
• Ability to work 1st and 2nd shifts, including weekends and holidays. 
• Excellent verbal and written communication skills. 
• Strong problem-solving skills, calm under pressure, and confident in decision-making. 
• Ability to multitask in a fast-paced environment with high guest interaction. 
• High level of integrity in handling financial transactions and confidential information. 
• Intermediate proficiency with Microsoft Office Suite and strong general technology skills. 
• CHS (Certified Hospitality Supervisor) designation preferred but not required. 
• Strong sense of ownership and genuine commitment to exceptional guest service. 

About Company

The Eden Resort & Suites offers a collection of unique and upscale guest rooms and suites, unsurpassed on-site recreational facilities, and an exceptional staff ready to meet guests' needs. With a 50+ year foundation as a premier destination in Lancaster, the Eden Resort is expanding its service offerings and looking for individuals to join our team.

At the Eden Resort, our core values are at the heart of all that we do and are key to our enduring success. Eden Resort team members are deeply committed to caring for every individual who crosses their path , be it a guest or fellow team member. Our dedication to caring for others is expressed by team members' generosity with their time and efforts , the pursuit of excellence in their craft , and a spirit of ownership .

BENEFITS:

• Employee discount
• Employee assistance program
• (PTO, medical, dental, vision, life insurance benefits dependent on full-time status)