Front Desk Manager

70 Centennial Olympic Park OZ Employer LLC DBA Hotel Phoenix; Atlanta (GA); On-site; USD 45,000 - 65,000; Full time

Job summary

The Front Desk Manager at Hotel Phoenix leads a luxury front desk team to deliver a seamless guest arrival and departure experience, upholding the brand’s commitment to exceptional service.

The role requires strong leadership, coaching, and solid PMS knowledge (Opera Cloud or Maestro) with a track record at a five‑star property.

You will coordinate with Housekeeping, Concierge, Engineering, and Security to ensure guest satisfaction and provide timely reports to the Director of Front Office.

Qualifications

• Bachelor's degree in Hospitality Management or related field.
• 3–5 years of progressive Front Office experience, with at least 2 years in a supervisory role at a luxury or five‑star property.
• Strong leadership, coaching, and team-building skills.
• Excellent communication, problem-solving, and decision-making abilities.
• Fluent in English; additional language skills desirable.
• Proficiency with PMS systems and MS Office.

Responsibilities

• Oversee front desk operations ensuring warm, professional check-in/out experience.
• Maintain a visible presence in the lobby and engage guests to ensure satisfaction.
• Lead, train, and motivate front desk team to deliver personalized service.
• Coordinate with Housekeeping, Concierge, Engineering, and Security for seamless guest experiences.
• Prepare daily and weekly reports for the Director of Front Office.

Skills

Leadership

Customer service

Communication

Team management

Problem solving

Education

Bachelor's degree in Hospitality Management

Tools

Opera Cloud

Maestro

Microsoft Office

Job description

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Front Desk Manager

Full Time Atlanta, GA, US

6 days ago Requisition ID: 1223

Reports To: Director of Front Office

POSITION SUMMARY

The Front Desk Manager oversees all aspects of the front desk operation to ensure a seamless arrival and departure experience for every guest. This role is responsible for maintaining the highest level of service, professionalism, and efficiency while embodying the brand’s commitment to luxury hospitality. The Front Desk Manager leads, trains, and motivates the front desk team to consistently deliver personalized and anticipatory service that reflects the hotel’s standards of excellence.

KEY RESPONSIBILITIES

Guest Experience & Service Excellence

Oversee daily front desk operations, ensuring all guests receive a warm, professional, and efficient check-in and check-out experience.

Maintain a visible presence in the lobby to engage guests, resolve concerns promptly, and ensure satisfaction.

Anticipate guest needs and preferences, collaborating closely with the Guest Relations team to personalize experiences.

Ensure proper handling of VIPs, I Prefer members, and repeat guests in accordance with brand standards.

Monitor and address guest feedback, implementing service recovery procedures where needed.

Leadership & Team Management

Supervise, train, and develop front desk agents, night auditors, and shift leaders to ensure consistent service delivery.

Foster a culture of teamwork, empowerment, and accountability within the department.

Conduct regular performance evaluations and coaching sessions.

Schedule and manage labor to balance service excellence with cost efficiency.

Operational Efficiency

Review and manage all front desk financial transactions, ensuring accuracy in billing, payments, and reports.

Oversee room allocations, upgrades, and rate adjustments in coordination with Reservations and Revenue Management.

Ensure compliance with hotel policies, credit procedures, and security standards.

Prepare and present daily and weekly reports to the Director of Front Office.

Oversee proper handling of group arrivals, early check-ins, and late departures.

Partner with other departments- Housekeeping, Concierge, Engineering, and Security to ensure seamless guest experiences.

Communicate effectively with all departments regarding VIP arrivals, special requests, and guest preferences.

Support the Director of Front Office in implementing departmental initiatives and guest service enhancements.

QUALIFICATIONS

Bachelor's degree in Hospitality Management or related field preferred.

Minimum 3-5 years of progressive Front Office experience, with at least 2 years in a supervisory or management role at a luxury or five-star property.

Strong leadership, coaching, and team-building skills.

Excellent communication, problem-solving, and decision-making abilities.

Proficiency in PMS (Opera Cloud, Maestro, or similar) and Microsoft Office Suite.

Fluent in English; additional language skills highly desirable.

Professional appearance and demeanor consistent with a luxury brand.