Front Desk Manager

Book Cadillac; Detroit (MI); On-site; USD 42,000 - 64,000; Full time

Job summary

Book Cadillac in Detroit is seeking a Front Desk Manager to lead the Front Office, ensure exceptional guest service, and supervise a team of front-line associates from Bell staff to Service Express.

You will act as Manager on Duty, coach in real time, monitor guest satisfaction, and collaborate with department leaders to maintain brand standards across the property.

Qualifications

• Minimum 2–3 years of supervisory experience in front office or guest services within hospitality.
• Demonstrated coaching and development of team members to meet performance and brand standards.
• Strong verbal and written communication skills and ability to stay calm under pressure.

Responsibilities

• Lead daily Front Office operations and support Front Desk Agents with guest inquiries and service recovery.
• Respond promptly to Manager on Duty calls and resolve guest concerns professionally.
• Maintain a visible, engaged presence in the lobby to promote positive guest interactions during shifts.

Skills

Leadership

Coaching

Communication

Stress management

Shift flexibility

Team motivation

Tools

PMS (Lightspeed)

Guest service software

Reservation systems

Phone systems & radios

MS Office

Job description

Front Desk Manager

Are you a hospitality leader who thrives on creating memorable guest experiences while mentoring a high-performing team? The company is seeking a dedicated Front Desk Manager to lead our Front Office operations in Detroit. In this role, you will be the driving force behind exceptional guest service, ensuring every interaction reflects our brand standards while supervising and developing a talented team of front-line associates. They will report to the Director of Front Office.

Job Summary

The Front Desk Manager overlooks daily Front Office operations, leading from the lobby to ensure seamless guest experiences. This role serves as Manager on Duty, supervising Bell staff, Front Desk Agents, and Service Express agents while fostering a culture of service excellence and continuous coaching.

Key Responsibilities

• Lead daily Front Office operations by actively supporting Front Desk Agents with guest inquiries and service recovery situations
• Respond promptly to Manager on Duty calls, resolving guest concerns with professionalism and urgency
• Promote positive guest interactions by maintaining a visible, engaged presence in the lobby throughout each shift
• Supervise and coordinate the daily activities of Bell staff, Front Desk Agents and Service Express agents to ensure smooth shift operations
• Coach and mentor associates in real time, providing constructive feedback to reinforce brand service standards
• Monitor guest satisfaction metrics and implement action plans to address service gaps
• Train new team members on front office procedures, systems, and brand expectations
• Collaborate with other department leaders to ensure seamless communication and guest service continuity across the property

Required Qualifications

• Minimum 2-3 years of experience in a front office or guest services supervisory role within the hospitality industry
• Demonstrated experience coaching and developing team members to meet performance and brand standards
• Strong verbal and written communication skills
• Ability to remain calm and solutions-oriented under pressure, including during high-volume or escalated guest situations
• Availability to work varying shifts, including evenings, weekends, and holidays as business needs require
• Proven ability to lead and motivate a team in a fast-paced environment

Preferred Qualifications

• Prior experience serving as Manager on Duty in a hotel or resort setting
• Familiarity with brand-specific service standards and loyalty programs
• Experience supervising multiple departments or cross-functional teams (e.g., Bell staff, Service Express)

Technical Skills

• Proficiency with property management systems (PMS) such as Lightspeed or similar platforms
• Working knowledge of guest service software and reservation systems
• Comfortable using phone systems, radios, and other communication tools to coordinate front office activity
• Basic proficiency in Microsoft Office (Word, Excel, Outlook)