Front Desk & Reservations Manager

Job Title: Front Desk Manager Department: Front Desk Reports To: General Manager FLSA Status: Exempt / Non-Exempt

Position Summary

Oversees front desk operations to ensure exceptional guest service, accurate reservations, proper cash handling, and effective coordination with housekeeping, sales, and management. Ensures compliance with hotel policies, staff training, and front office efficiency. Benefits include health, vision, dental, life insurance, and a Simple IRA plan.

Essential Duties & Responsibilities

Other duties may be assigned.

Front Desk & Guest Services

· Register guests, assign rooms, issue key cards, and accommodate special requests

· Handle guest inquiries, complaints, and service needs professionally

· Maintain front desk cleanliness, organization, and security

· Perform guest services duties as needed

· Follow all safety, emergency, and accident prevention procedures

Staff Training & Supervision

· Train front desk staff on guest service, reservations, check-in/out, and phone etiquette

· Assign daily tasks, monitor performance, schedule staff, and confirm payroll

· Resolve staff conflicts and provide leadership

· Attend department meetings and communicate operational updates

Interdepartmental & Administrative Duties

· Coordinate room status with housekeeping

· Communicate with Sales on occupancy, rates, group bookings, and key accounts

· Supervise group reservations with Sales and the General Manager

· Handle guest correspondence, confirmations, logs, reports, phone systems, wake-up calls, and messages

Core Competencies

Customer Service • Conflict Resolution • Accuracy • Teamwork • Professionalism • Dependability • Initiative • Safety & Security

Qualifications

Qualifications

Education & Experience

· Associate’s degree or equivalent experience

· 2+ years of hotel front desk experience; management preferred

Skills

· Strong verbal and written communication

· Basic math for cash handling and billing

· Proficiency with hotel PMS and office software (Opera/Opera Cloud preferred)

Physical Requirements

· Stand for extended periods

· Frequent hand and arm use

· Occasional walking, bending, kneeling, or reaching

· Ability to lift up to 50 pounds