Front Desk Manager

AJS Hotels; Louisville (KY); Hybrid; USD 55,000 - 85,000; Full time

Job summary

AJS Hotels in Louisville, KY seeks a Front Office Manager to oversee daily hotel operations and front office staff, ensuring exceptional guest service and personalized attention to each guest.

The role includes supervising check-ins/check-outs, training staff, managing room availability, and coordinating with other departments to maximize guest satisfaction and revenue. A college degree and 5+ years of Front Office experience are preferred.

Qualifications

• College degree preferred; strong supervisory capability.
• Minimum 5 years Front Office hotel experience.
• Excellent communication with all management levels.
• Proficient with Microsoft Office; Epitome experience a plus.
• Ability to multi-task, handle stress, meet deadlines.

Responsibilities

• Supervise front office operations to maximize room revenue.
• Oversee guest arrivals/departures and ensure high service quality.
• Lead, coach, and discipline front office staff.
• Maintain SOPs and uphold guest safety and hotel policies.
• Communicate with all departments; manage room availability and logs.
• Monitor daily revenues and expenses; stay updated on industry trends.

Skills

Supervisory experience

Customer service

Communication

Leadership

Microsoft Office

Epitome experience

Education

College Degree Preferred

Tools

Epitome

Microsoft Office

Job description

The primary role of the Front Office Manager is to facilitate the management of daily operations and the Front Office staff. This position will also assist with overseeing and supervising guest arrivals and departures, as well as providing a high level of customer service ensuring that personalized service is offered to each and every guest.

Work Requirements

• Assist in ensuring guest satisfaction while maximizing room revenue by supervising Front Office operations
• Complete the checklist as designed to expedite check-ins for guests. Specifics to include VIP guests, arranging amenities, blocking room, running daily reports and maintaining the logbook
• Monitor and control daily revenues and expenses by ensuring procedures are followed and proper controls are in place
• Assist in motivating, supervising, coaching, developing, empowering and disciplining the Front Office Agents
• Respond to guests' special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business
• Ensure Standard Operation Procedures are being followed by Front Office staff
• Establish a positive and effective working relationship with all departments in the hotel
• Assist in controlling open and closed dates, availability and condition of rooms
• Complete weekly supply inventories to ensure adequate pars of such
• Provide a positive, enthusiastic, and productive work environment through setting an example and consistency of daily work habits and standards
• Stay current, knowledgeable, and abreast of the latest in industry equipment, technology, and techniques
• Keep the Director of Operations informed of all pertinent information related to the department and report irregularities and problems as they occur along with recommendations for solutions
• May supervise a mid/large team of support, production, craft or lower-level professional employees
• May manage elements/portions of a budget
• Primary contribution is supervising other people
• Schedules work, approves vacation and manages overtime
• Assigns and checks work, provides guidance, training, day-to-day direction
• Knowledge of Front Office policies and procedures and those relating to the safety and security of guests and hotel property
• Other duties as assigned

Qualifications

• College Degree Preferred
• Minimum 3 years of a lead role or supervisory experience
• Minimum 5 years Front Office experience in a hotel required
• Professional appearance and demeanor required
• Must be able to communicate effectively with all levels of Management
• Must have the ability to handle stress and pressure while maintaining composure
• Must have the ability to resolve problems effectively and in a positive manner
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts
• Must be detail oriented and have strong organizational skills
• Must have proper telephone etiquette
• Must be able to multi-task and to meet deadlines
• Basic computer skills including Microsoft Office Software including Word and Excel are required; prior experience using Epitome is a plus
• Ability to read, write and speak English to prepare complex reports of room availability and revenues generated
• Basic mathematical skills and considerable skills using a calculator to prepare moderately complex mathematical calculations without error
• Must be able to work a flexible schedule including nights, holidays and weekends as business demands