Front Desk Manager

Plazahotelelpaso; Louisville (KY); On-site; USD 42,000 - 60,000; Full time

Job summary

HHM Hotels is seeking a Front Desk Manager to lead daily front desk operations, ensuring staff meet brand standards and deliver exceptional guest service. You will supervise, train, and coach associates, handle guest requests, and collaborate with other departments to maximize occupancy and satisfaction.

Ideal candidates have 1–3 years in hospitality front desk roles and prefer a degree. This on-site position may involve varied shifts, holidays, and weekends as part of the hotel operations team.

Qualifications

• 1 to 3 years hospitality related experience including front desk operations.
• Associate's or Bachelor's degree preferred.

Responsibilities

• Interview, select, train, schedule, coach and support associates per brand standards.
• Oversee front office operations in the absence of the Assistant General Manager.
• Check in/out guests, prepare bills, and handle guest requests.
• Resolve guest complaints with thorough investigation and effective solutions.
• Monitor guest satisfaction and aim to improve scores and service quality.
• Assist in lobby, food and beverage, and front office budgeting and forecasts.
• Ensure inventory and supplies for the gift shop/market are stocked.

Skills

Front desk operations

Guest service

Staff training

Scheduling

Coaching

Conflict resolution

Education

Associate's or Bachelor's degree preferred

Job description

Opportunity: Front Desk Manager

Manage front desk operations to ensure staff meets company operational standards while providing the highest level of guest service.

Potential Career Path

Front Office Manager - Rooms Division Manager - Assistant General Manager

Essential Job Functions

• Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.
• Oversee all front office operations in the absence of the Assistant General Manager.
• Remain an active participant at the front desk, including checking in/out guests, preparing bills and handling guest requests.
• Resolve guest complaints and concerns by conducting thorough research of the situation and determining the most effective solutions.
• Respond to brand Guest Alerts for resolution as needed.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Participate in lobby ambassador and other activities related to interacting with guests on an individual level. Thus creating a relationship and culture that will result in repeat stays.
• Assist in hotel food and beverage when needed, where applicable.
• Assist in monitoring of front office financial operations and ensure front office compliance with accounting controls and procedures.
• Assist in development, implementation and monitoring of daily, weekly, monthly, and annual department-wide budgets and forecasts.
• Review correspondence from guests and incident logs; direct staff according to information obtained.
• Review all brand correspondence for updates to procedures and standards and ensure all is communicated to the staff.
• Ensure front office supplies and merchandise for the gift shop and or market are fully stocked, and inventory is maintained.
• Work with the Sales office to ensure group resumes and group rooming lists are inputted and maintained.
• Monitor occupancy of guest room space to ensure most efficient use and minimize overbooking.
• Follow sustainability guidelines and practices related to HHM's EarthView program.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Perform other duties as requested by management.

Position Requirements

• Associate's or Bachelor's degree preferred.
• 1 to 3 years hospitality related experience, including front desk operations experience.

Work Environment and Context

• Work schedule varies and may include working on holidays and weekends and alternate shifts.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

What We Believe

People Are Our Capability - Hearts That Serve - Only Excellence - Stay Nimble - Own It

Source: HHM Hotels