Front Desk Manager

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

• Communicate effectively, both verbally and in writing, to provide clear direction to the venue teams.
• Communicate with employees using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information.
• Remain calm and alert, especially during emergency situations and/or heavy restaurant activity, serving as a role model for team and other employees. Interact with other department personnel and venue staff as needed.
• Make decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.

To be aware of and ensure constant compliance with all necessary operational policies including:

• • • Health and Safety
    • Food Hygiene
    • Maintenance
    • Emergency Procedures
    • Liquor Licensing

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.

• Attend mandatory meetings including divisional meetings, staff meetings, etc.
• Participate in community events and ensure corporate social responsibility goals of Ennismore are met.
• Utilize traditional software programs such as Microsoft Office (Word, Excel, Outlook, and PowerPoint), Micros, ADP, Open Table and any departmental specific systems used.
• Keep work area clean and organized.
• Ensure confidential documents are kept in a secured area.
• When disposing confidential documents that contain any personally identifiable information, they must be shredded or pulverized.
• Complete other duties as assigned by the General Manager.
• Demonstrate positive leadership characteristics, which inspire Team Members to meet and exceed standards.
• Ensure compliance with Ennismore’s policies and procedures.

OTHER DUTIES

Assimilate into Ennismore’s 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.