Front Desk Leader: Guest Experience & Team Growth

Shaner Group; Norwalk (CT); On-site; USD 65,000 - 85,000; Full time

Job summary

Shaner Group seeks an experienced front office manager in Norwalk, CT to lead reservations, registration, bell and guest accounting, and to maximize room revenue.

You will hire, train and develop staff, ensure training compliance, and maintain Night Audit procedures while delivering outstanding guest service.

The role requires bilingual English/Spanish a plus, 1–3 years in front office, high school diploma, and a flexible schedule including weekends and holidays.

Qualifications

• Minimum 1-3 years of front office management experience in the hospitality industry.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to satisfactorily communicate with guests, management, and co-workers to their understanding.
• High school graduate or equivalent, some college preferred.
• Bilingual English/Spanish a plus.
• Knowledge of local activities and attractions appropriate for clientele.

Responsibilities

• Be available to work a flexible schedule, including weekends, holidays, and varied shifts.
• Maintain knowledge of hotel features, room types, rates, and availability.
• Handle guest complaints to ensure guest satisfaction.
• Hire, train and develop hotel team members and ensure all required training is complete according to standards.
• Review daily business levels, anticipate critical situations, and plan effective solutions to best expedite these situations.
• Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts. Adjust schedules throughout the week to meet the business demands.
• Maintain complete working knowledge of Night Audit procedures and provide training to employees as needed.
• Ensure all end of month reports are completed to standard.
• Assist staff with their job functions to ensure optimum service to guests.
• Monitor and maintain cleanliness, sanitation, and organization of assigned areas.
• Monitor and ensure that all cashiering procedures comply with accounting policies and standards.
• Other duties as assigned.

Skills

Front office management

Customer service

Communication

Bilingual English/Spanish

Leadership

Education

High school diploma or equivalent

Some college preferred

Job description

Shaner Group seeks an experienced front office manager in Norwalk, CT to lead reservations, registration, bell and guest accounting, and to maximize room revenue.

You will hire, train and develop staff, ensure training compliance, and maintain Night Audit procedures while delivering outstanding guest service.

The role requires bilingual English/Spanish a plus, 1–3 years in front office, high school diploma, and a flexible schedule including weekends and holidays.