Front Desk Manager

Desert Hospitality Management, LLC Career Center; Mesa (AZ); On-site; USD 45,000 - 65,000; Full time

Job summary

Desert Hospitality Management, LLC Career Center seeks a Front Office Manager to supervise guest service operations and drive exceptional guest experiences. You will oversee registration, bell services, and reservations, ensuring efficiency and profitability.

Leadership is essential to coach staff, manage schedules, and resolve guest concerns promptly, while upholding Marriott brand standards and using Lightspeed PMS for daily operations. Flexibility for nights and weekends is required.

Qualifications

• Experience in front office or hospitality supervisory roles.
• Familiarity with Marriott brand standards and Lightspeed PMS preferred.
• Strong leadership and communication skills.
• Ability to work nights, weekends, and holidays.

Responsibilities

• Assist in training, coaching, and supervising Guest Service Agents, Front Desk Agents, and Night Auditors.
• Oversee guest registration, check-in, and check-out processes.
• Prepare and manage staff schedules in line with labor standards and occupancy forecasts.
• Resolve guest concerns promptly and professionally and follow up for satisfaction.
• Enforce procedures for accounting, cash handling, and safety protocols.
• Respond quickly to guest requests with a courteous, solution-focused approach.
• Maintain a professional image in appearance and communication.
• Communicate company policies and procedures clearly to staff.
• Support hiring processes including interviewing and evaluations.

Skills

Leadership

Communication

Problem-solving

Staff coaching

Tools

Lightspeed PMS

MS Office

Job description

Scope of Position
The Front Office Manager supports and oversees all guest service operations—including guest registration, bell services, telephone services, night audit, and reservations-to ensure exceptional guest experiences, operational efficiency, and maximum profitability.

Primary Responsibilities

• Assist in training, coaching, and supervising Guest Service Agents, Front Desk Agents, and Night Auditors to maintain high performance standards.
• Oversee and actively participate in guest registration, check-in, and check-out processes.
• Prepare and manage staff schedules in alignment with labor standards, occupancy forecasts, and budget requirements; assign daily tasks and monitor labor costs.
• Resolve guest concerns promptly and professionally, ensuring timely follow-up for satisfaction.
• Enforce established procedures for accounting, credit control, financial transactions, cash handling, guest safety, and emergency protocols.
• Respond quickly to guest requests or issues with a courteous, solution-focused approach.
• Maintain a professional image at all times through appearance, demeanor, and communication.
• Communicate company policies and procedures clearly and consistently to staff.
• Support the hiring process, including interviewing, reference checks, and evaluations, in alignment with company hiring standards.
• Facilitate or assist with training sessions on safety, security, departmental procedures, and service guidelines.
• Ensure the business center is fully stocked and operational each day.
• Attend bi-weekly management meetings in Director's absence.

Qualifications

• Previous front office or hospitality supervisory experience required; experience with Marriott brand standards and Lightspeed PMS is a significant plus.
• Strong leadership, problem-solving, and communication skills.
• Ability to work flexible schedules, including nights, weekends, and holidays.
• Proficiency in hotel management systems and MS Office Suite.