Front Desk & Guest Services Manager

Performance Hospitality; Fort Lauderdale (FL); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Competitive Salary

Performance Bonuses

Health Benefits

401(k) plan with company match

PTO

Professional Development

Employee Discounts

Wellness Programs

Flexible Work Environment

Job summary

Performance Hospitality is seeking a Front Office Manager in Fort Lauderdale to lead front desk and lobby operations for a seamless guest journey from arrival to departure.

You will coach and schedule the team, enforce SOPs, manage cash controls, and partner with departments to maintain room readiness and exceptional service. Experience in hospitality, PMS systems, and revenue concepts is essential.

Qualifications

• 2–4+ years of front office experience with 1+ year in a supervisor/assistant manager role (hospitality preferred).
• Strong guest service, coaching, and conflict-resolution skills; calm, clear communicator under pressure.
• Proficient with PMS (e.g., Opera/Cloud PMS), POS, payment terminals, and Microsoft 365/Google Workspace.
• Solid understanding of cash handling, chargebacks, direct-bill, and basic revenue/inventory concepts.
• Flexible availability (nights/weekends/holidays as needed); reliable and detail-oriented.
• Bilingual a plus; associate or bachelor’s degree in Hospitality/Business preferred.

Responsibilities

• Oversee check-in/out, room assignments, key control, payment authorizations, and service recovery.
• Maintain lobby presence to reduce wait times and resolve escalations with empathy and urgency.
• Recruit, train, schedule, and coach Front Desk Agents/Night Auditors; run pre-shift huddles and 1:1s.
• Set clear SOPs/service standards; recognize top performers and address gaps promptly.
• Ensure rate integrity, upsell programs, and accurate billing; manage banks, deposits, refunds, chargebacks, and direct-bill procedures.
• Review daily reports (no-shows, variances, adjustments) and implement corrective actions.
• Partner with Housekeeping/Engineering on room readiness, OOO/OOI management, and rapid turnarounds.
• Communicate group resumes, VIPs, early arrivals/late checkouts, and special requests.
• Serve as system owner for PMS/POS/payment terminals; train users and troubleshoot.
• Deliver daily/weekly KPIs (occupancy, ADR, RevPAR, upsell, queue times, service recovery trends).
• Uphold PCI, ADA, privacy, and safety policies; maintain logs and incident reports.
• Oversee night audit close procedures and distribution of daily reports.
• Collaborate with Sales/Revenue on inventory and overbooking/walk plans; support events as needed.

Skills

Guest service

Coaching

Conflict resolution

Communication under pressure

Flexible availability

Bilingual

Education

High School

Associate degree in Hospitality/Business

Bachelor's degree in Hospitality/Business

Tools

PMS (Opera/Cloud)

POS systems

Payment terminals

Microsoft 365/Google Workspace

Job description

Performance Hospitality is seeking a Front Office Manager in Fort Lauderdale to lead front desk and lobby operations for a seamless guest journey from arrival to departure.

You will coach and schedule the team, enforce SOPs, manage cash controls, and partner with departments to maintain room readiness and exceptional service. Experience in hospitality, PMS systems, and revenue concepts is essential.