Front Desk & Guest Experience Manager

Merriweather Lakehouse, Autograph Collection; Columbia (MD); On-site; USD 60,000 - 85,000; Full time

Job summary

Merriweather Lakehouse Hotel, Autograph Collection, is seeking a dynamic, hospitality-driven Front Desk & Guest Services Manager to lead our Front Desk team and help create guest experiences people remember long after they leave.

As a Diamond-rated hotel, you’ll be a visible leader, coach, and ambassador, responsible for daily operations, VIP service, and service recovery, while building a culture of hospitality and teamwork.

Qualifications

• 3+ years of hotel Front Office experience.
• Previous supervisory or management experience preferred.
• Luxury, lifestyle, or Marriott hotel experience strongly preferred.
• A natural leader who enjoys developing and motivating people.
• Excellent communication, problem-solving, and organizational skills.
• Comfortable making decisions and handling challenging guest situations.
• Experience with hotel property management systems and Microsoft Office.
• Flexible availability including mornings, evenings, weekends, and holidays.

Responsibilities

• Lead daily Front Desk operations and set the tone for exceptional service.
• Create memorable arrival, departure, and stay experiences.
• Welcome and personally assist VIPs and special guests.
• Handle guest concerns and service recovery with confidence and urgency.
• Monitor guest feedback and online reviews to identify opportunities to improve.
• Recruit, train, coach, and develop Front Office associates.
• Build a culture of hospitality, teamwork, accountability, and fun.
• Conduct daily stand-ups and keep the team focused on priorities and service standards.
• Create schedules and manage staffing and labor needs.
• Ensure compliance with Marriott standards and hotel procedures.
• Partner with Housekeeping, Engineering, Food & Beverage, Sales, and Events to create a seamless guest experience.
• Support room inventory management, upselling, and revenue opportunities.
• Oversee cash handling, reports, records, and audit procedures.
• Ensure safety, security, and emergency procedures are followed.

Skills

Leadership

Guest service

Communication

Problem solving

Organizational skills

Decision making

PMS experience

Microsoft Office

Team development

Flexibility

Tools

Hotel PMS software

Microsoft Office

Job description

Position Overview

Be the face of an unforgettable stay. Lead the team that makes every guest feel welcome.

Merriweather Lakehouse Hotel, Autograph Collection, is looking for a dynamic, hospitality-driven Front Desk & Guest Services Manager to lead our Front Desk team and help create the kind of guest experiences people remember long after they leave.

As a Diamond-rated hotel, we take pride in genuine hospitality, personalized service, and attention to detail. This is more than a desk job-you'll be a visible leader, problem-solver, coach, and ambassador for the hotel.

If you love people, thrive in a fast-paced environment, and have a passion for making guests feel truly cared for, we'd love to meet you!

Key Responsibilities

• Lead daily Front Desk operations and set the tone for exceptional service.
• Create memorable arrival, departure, and stay experiences.
• Welcome and personally assist VIPs and special guests.
• Handle guest concerns and service recovery with confidence and urgency.
• Monitor guest feedback and online reviews to identify opportunities to improve.
• Recruit, train, coach, and develop Front Office associates.
• Build a culture of hospitality, teamwork, accountability, and fun.
• Conduct daily stand-ups and keep the team focused on priorities and service standards.
• Create schedules and manage staffing and labor needs.
• Ensure compliance with Marriott standards and hotel procedures.
• Partner with Housekeeping, Engineering, Food & Beverage, Sales, and Events to create a seamless guest experience.
• Support room inventory management, upselling, and revenue opportunities.
• Oversee cash handling, reports, records, and audit procedures.
• Ensure safety, security, and emergency procedures are followed.

What We're Looking For

• 3+ years of hotel Front Office experience.
• Previous supervisory or management experience preferred.
• Luxury, lifestyle, or Marriott hotel experience strongly preferred.
• A natural leader who enjoys developing and motivating people.
• Excellent communication, problem-solving, and organizational skills.
• Comfortable making decisions and handling challenging guest situations.
• Experience with hotel property management systems and Microsoft Office.
• Flexible availability including mornings, evenings, weekends, and holidays.

The Ideal Candidate

You're the person who never walks past a guest without saying hello. You know that the smallest details can make the biggest difference, and you genuinely enjoy helping people.

You bring energy, confidence, warmth, and leadership to the front desk-and you know how to turn a good stay into a great one!

Come lead a team, grow your career, and help create unforgettable experiences at Merriweather Lakehouse Hotel.