JOB OVERVIEW:
The Front Desk Manager is responsible for overseeing the daily operations of the Front Office Department, Guest Services and VIP Departments ensuring that guest and employee satisfaction exceeds expectations while delivering profitable results to owners and investors. Ensure that front desk and communications meet hotel standards for maximum guest satisfaction. Act as the main contact for guests and other hotel departments
Duties & Functions:
⢠Oversee and ensure the efficient daily operations of the Front Desk, including guest checkin/check-out, telephone services, and compliance with hotel policies and procedures.
⢠Plan, organize, facilitate, attend and/or participate in various hotel and departmental meetings.
⢠Supervise the Front Office to maintain smooth and efficient operations across all shifts.
⢠Ensure front desk, guest and telecommunications services are delivered professionally, courteously, and in a timely manner, including call handling, guest messaging, and issue resolution.
⢠Direct, support, and train front of house team, including onboarding, ongoing training, and performance development in alignment with brand standards.
⢠Organize staff schedules and break rotations to ensure proper coverage and task completion throughout shifts.
⢠Monitor, track, and maintain records of guest feedback and service recovery through platforms such as Tripadvisor, Yelp, Google, Guest Alerts, ReviewPro, Revinate and Nuvola.
⢠Directs all activities of the front office and communicates with other departments to ensure complete guest and associate satisfaction
⢠Participates in Fire Safety and Loss Prevention programs
⢠Serve as a key point of contact for resolving guest concerns or complaints, ensuring timely follow-up and resolution. ⢠Complete and review daily reports, shift checklists, and ensure accurate documentation of all front desk transactions, including No-Show charges, posting, settlements, and deposits.
⢠Maintain staff engagement through regular coaching, mentoring, recognition programs, and departmental goal alignment.
⢠Conduct interviews, onboarding, coaching, counseling, and performance evaluations for front office staff.
⢠Evaluate team performance regularly, taking corrective action when needed to uphold service excellence.
⢠Ensure adherence to all brand standards, operational policies, and safety/loss prevention procedures.
⢠Provide lateral service as needed, stepping into related roles or responsibilities to support team and guest needs.
⢠Ensure all necessary reports and forms are completed daily.
⢠Any other reasonable duties as assigned by the supervisor or manager.
⢠We recognize we are in the hospitality industry and that it may require us to provide lateral service.
⢠We will on occasion call for everyone in the team to, on a routine basis, perform various related tasks as needed in the spirit of providing exceptional guest service.
ADDITIONAL RESPONSIBILITIES
To be aware of and ensure constant compliance with all necessary operational policies including:
SUPPORTIVE FUNCTIONS
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.
OTHER DUTIES
Assimilate into Ennismoreās culture through understanding, supporting and participating in all Ennismore elements. Demonstrate working knowledge of the service standards.
Regular attendance in conformance with the standards, which may be established by Ennismore from time to time, is essential to the successful performance of this position.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the property.