Front Desk Manager

Remington Hospitality; El Paso (TX); On-site; USD 45,000 - 62,000; Full time

Job summary

Remington Hospitality is seeking a Front Desk Supervisor for a Hilton-branded property in El Paso, TX. You will oversee daily operations, ensure seamless check-in/check-out, and maintain guest satisfaction while upholding brand standards.

The role requires 2–3 years of front desk experience and prior supervision. You will lead scheduling, train staff, and actively improve service quality and team performance.

Qualifications

• Minimum of 2–3 years of hotel front desk experience.
• Previous supervisory or management experience in hotel operations required.
• Hilton brand experience preferred.

Responsibilities

• Oversee daily front desk operations to ensure efficient check-in/check-out.
• Ensure adherence to hotel policies, procedures, and Hilton brand standards.
• Monitor room assignments, guest requests, and special accommodations.
• Handle guest complaints, service recovery, and escalated situations promptly.
• Maintain shift reports, pass-on logs, and departmental records.
• Coordinate with Housekeeping, Maintenance, Sales and other departments for smooth operations.
• Supervise, train, and develop front desk staff; manage schedules.
• Conduct regular team meetings and communicate departmental expectations.
• Promote accountability, teamwork, and a positive work environment.
• Ensure proper onboarding and training for new employees.
• Monitor attendance, punctuality, and overall performance.

Skills

Front desk leadership

Staff supervision

Guest service excellence

PMS knowledge

Communication

Scheduling and payroll

Education

High School diploma or equivalent

Tools

PMS Software

Room Management Systems

Job description

• Oversee daily front desk operations, ensuring efficient check-in and check-out procedures.
• Ensure all front desk employees follow hotel policies, procedures, and Hilton brand standards.
• Monitor room assignments, reservations, guest requests, and special accommodations.
• Ensure proper handling of guest complaints, service recovery, and escalated situations.
• Maintain accurate shift reports, pass-on logs, and departmental records.
• Coordinate with Housekeeping, Maintenance, Sales, and other departments to ensure smooth hotel operations.
• Monitor occupancy, room availability, and front desk performance.
• Supervise, train, coach, and develop front desk employees.
• Prepare and manage employee schedules based on business demands.
• Conduct regular team meetings and communicate departmental expectations.
• Address employee performance concerns promptly and follow established HR disciplinary procedures.
• Promote accountability, teamwork, professionalism, and a positive working environment.
• Ensure new employees receive proper onboarding and job training.
• Monitor attendance, punctuality, productivity, and overall employee performance.
• Ensure guests receive outstanding customer service throughout their stay.
• Monitor guest feedback, online reviews, and Hilton guest satisfaction scores.
• Resolve guest complaints professionally and in a timely manner.
• Identify opportunities to improve the guest experience and departmental performance.
• Maintain a visible management presence in the lobby and front desk area.
• Review daily front desk transactions, and reports,
• Monitor front desk payroll, overtime, and employee timecards for accuracy.
• Ensure proper billing, payment processing, and account reconciliation.
• Monitor departmental expenses and identify opportunities to improve efficiency.
• Ensure accurate documentation and communication between shifts.
• Maintain compliance with hotel policies and operational procedures.

Essential Duties And Responsibilities

• Oversee daily front desk operations, ensuring efficient check-in and check-out procedures.
• Ensure all front desk employees follow hotel policies, procedures, and Hilton brand standards.
• Monitor room assignments, reservations, guest requests, and special accommodations.
• Ensure proper handling of guest complaints, service recovery, and escalated situations.
• Maintain accurate shift reports, pass-on logs, and departmental records.
• Coordinate with Housekeeping, Maintenance, Sales, and other departments to ensure smooth hotel operations.
• Monitor occupancy, room availability, and front desk performance.
• Supervise, train, coach, and develop front desk employees.
• Prepare and manage employee schedules based on business demands.
• Conduct regular team meetings and communicate departmental expectations.
• Address employee performance concerns promptly and follow established HR disciplinary procedures.
• Promote accountability, teamwork, professionalism, and a positive working environment.
• Ensure new employees receive proper onboarding and job training.
• Monitor attendance, punctuality, productivity, and overall employee performance.
• Ensure guests receive outstanding customer service throughout their stay.
• Monitor guest feedback, online reviews, and Hilton guest satisfaction scores.
• Resolve guest complaints professionally and in a timely manner.
• Identify opportunities to improve the guest experience and departmental performance.
• Maintain a visible management presence in the lobby and front desk area.
• Review daily front desk transactions, and reports,
• Monitor front desk payroll, overtime, and employee timecards for accuracy.
• Ensure proper billing, payment processing, and account reconciliation.
• Monitor departmental expenses and identify opportunities to improve efficiency.
• Ensure accurate documentation and communication between shifts.
• Maintain compliance with hotel policies and operational procedures.

Qualifications And Requirements

• Minimum of 2–3 years of hotel front desk experience.
• Previous supervisory or management experience in hotel operations required.
• Hilton brand experience preferred.
• Strong leadership, communication, and interpersonal skills.
• Knowledge of hotel property management systems (PMS).
• Experience managing schedules, payroll, and employee performance.
• Strong problem-solving and conflict-resolution abilities.
• Strong organizational skills and attention to detail.
• Excellent communication and follow-through
• Ability to work flexible schedules, including weekends and holidays, as needed.
• Ability to multitask and work effectively in a fast-paced hospitality environment.

Join our team and help us deliver exceptional hospitality, one guest at a time!