Front Desk Manager

Mcr-Hotels; Houston (TX); On-site; USD 42,000 - 60,000; Full time

Job summary

Aloft Houston Downtown is seeking a Front Desk Manager to oversee all Front Desk operations, lead a team, and implement a service-driven philosophy. The role requires directing staff, training on policies, and maintaining guest satisfaction at the property level.

The candidate will manage daily front desk activities, respond to guest needs, handle escalations, and collaborate with other departments to ensure seamless service delivery.

Qualifications

• Front Office management experience required.
• Excellent verbal and written English communication skills.
• Experience using hotel PMS and related software.
• Flexible schedule including days, nights, holidays and weekends.
• Strong leadership and integrity with a hands-on approach.

Responsibilities

• Encourage trust and cooperation among team members.
• Develop goals and plans to prioritize and accomplish work.
• Handle complaints and resolve conflicts.
• Participate in department meetings and communicate Front Office goals.
• Monitor staffing levels to meet guest service and financial objectives.
• Train team on credit policies to reduce bad debts.
• Promote same-day selling to maximize room revenue.
• Understand Front Office impact on hotel success.
• Coach and mentor staff to improve service and skills.
• Engage with guests to collect feedback on product and service.
• Lead by example with honest, open communication.
• Maintain relationships with team across areas of responsibility.

Skills

Leadership

Communication

Multitasking

Problem solving

Interpersonal skills

Team coaching

Education

High school diploma or equivalent

2-year degree in Hospitality/Business Administration or related major

Tools

PMS system

Job description

Aloft Houston Downtown

The Front Desk Manager will be responsible for the management of all Front Desk functions and team members. This role directs, implements, and maintains a service and management philosophy that serves as a guide to respective team members.

Responsibilities:

• Encourage and building mutual trust, respect, and cooperation among team members
• Develop specific goals and plans to prioritize, organize, and accomplish work
• Handle complaints, settle disputes, and resolve grievances and conflicts
• Participate in department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results
• Observe staffing levels to ensure that guest service, operational needs, and financial objectives are met
• Support and train team members on adherence to all credit policies and procedures to reduce bad debts and rebates
• Promote same day selling procedures to maximize room revenue and occupancy
• Understand the impact of Front Office operations on the overall hotel success
• Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Encourage team members to provide excellent customer service within guidelines
• Interact with guests to obtain feedback on product quality and service levels
• Identify the developmental needs of team and coach, mentor, or otherwise help others to improve their knowledge or skills
• Utilize interpersonal and communication skills to lead, influence, and encourage others
• Advocate sound financial and business decision makingi>
• Demonstrate honesty and integrity, lead by example
• Establish and maintain open, collaborative relationships with team members
• Ensure recognition of team members is taking place across areas of responsibility

Requirements:

• High school diploma or equivalent
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major preferred
• Previous Front Office management experience is required
• Excellent verbal and written English communication skills, second language helpful
• Ability to access, retrieve, and leverage information from the hotel PMS system
• Ability to multitask and prioritize
• Excellent problem solving and creative thinking skills
• Ability to maintain the confidentiality of information
• Strong leadership and communication skills
• An aptitude for self-motivation
• A can-do attitude and a hands-on approach
• Strong computer skills
• A flexible schedule that allows availability days, nights, holidays, and weekends based on the demands of the hotel
• Effective listening skills to understand and clarify concerns from team members and guests