Front Desk Manager

Press Hotel; Portland (ME); On-site; USD 60,000 - 65,000; Full time

Benefits offered by this job

Dedicated employee parking

Employer-subsidized medical, dental, &

Life insurance

Disability insurance

Health & Wellness benefits

Parental leave

401k employer match

Hotel staff discounts

F&B discounts

Tuition reimbursement

Training & development

Job summary

The Press Hotel in Portland, Maine is seeking a guest services leader to oversee front desk operations and elevate the guest experience. You will coach a hospitality team, manage check-in and check-out, handle escalations, and ensure a warm, professional atmosphere.

Responsibilities include monitoring arrivals, coordinating with other departments, approving payroll, leading shifts, and driving upsell programs while maintaining brand standards.

Qualifications

• Strong interpersonal and leadership skills for a hospitality team.
• Ability to engage guests and colleagues with a courteous, service‑oriented approach.
• Proactive problem solving and proactive guest issue resolution.
• Efficiently multitask to manage front desk operations and communications.
• Maintain confidentiality of guest and colleague information.
• Familiarity with Microsoft Office applications; HMS knowledge is a plus.

Responsibilities

• Assist with VIP check-ins and greet guests when possible.
• Interact with guests to build relationships and encourage repeat stays.
• Anticipate guest needs and monitor arrivals, in-house guests, and departures.
• Follow up daily to resolve complaints and service requests.
• Manage online guest review responses and extranets (Expedia, Google).
• Maintain a professional appearance of the Front Desk and office space.

Skills

Interpersonal leadership

Guest relations

Problem solving

Multi-tasking

Confidentiality

Microsoft Office

Tools

HMS

Job description

The Press Hotel
The Press Hotel
Portland, ME 04101, USA

Description

Responsibilities

• Assist with VIPmeet& greets at check in wheneverpossible.
• Interact with guests on an individual level, thus creating a relationship and culture that will result inrepeatstays.
• Anticipate guest needs and complaints by monitoring arrivals, in-house guests, anddepartures.
• Follow up daily to resolve allcomplaintsand service requests.
• Manage Online Travel Agency guest review responses and extranetsi.e.Expedia, Google.
• Maintain the professional appearance of the Front Desk with a focus on hospitality and Guest service.
• Maintain cleanliness of Front Deskand office space
• Own the Arrival + Departure experience, ensuring signage, music level and overall ambiancemeetsrequirements.
• Conduct Inventory and Restock Supplies for FrontOffice Operations.
• Prepare and conduct all guest services interviews and hiringprocedures.
• Approve FrontDeskpayroll and manage individualtimecardsdaily.
• Prepare for and conduct AM/PM shift meetings to ensure the team is well informed.
• Ensure shifthandover reportsare completed and actioned out
• Set the par for the performance,standards,and appearance of the team with an emphasis on training andteamworkby coaching and supportingassociates.
• Alwaysmaintainand encourage a professional atmosphere(Conversations, tone, demeanor, uniforms, etc.)
• Oversee employee recognition program by ensuring that incentives, appreciation efforts, and celebrations occur within departmentconsistently.
• Ensure Guest Service Agent Checklists are completed daily andfiled.
• Must be knowledgeable of hotel products, services,pricing,and special promotional offers, as well as daily VIP andspecial events.
• Attend Operational Meetings, including Morning Standup, Group Resume, Revenue, Leadership and DailyWalkthroughs.
• Leadany upsellprogramstomaximize revenue.
• Monitor Cancellation andNo-Showpolicy andprocedures.
• Balance the House to ensure no overbooking.
• Monitor all Out of Order roomsto ensure rooms can be sold.

Skills

• Strong interpersonal skills and leadership experience.
• Approaches all encounters with guests and colleagues in an attentive, friendly, courteous, and service-oriented manner.
• Proactive approach to problem resolution,includinganticipating, preventing,identifying, and solving issues as needed. Contribute toshort-termandlong-termproblem solving.
• Multitasks and prioritizes department functions to achieve maximum efficiency and effectiveness.
• Must be able tomaintainconfidentiality ofsensitiveguestand colleagueinformation.
• UnderstandingofMicrosoft Office (Excel, Word,Email) –experience withHMSis a plus.

Qualifications

• Flexibility to meet the demands of a 24-hour operation.
• Maintain a high standard of personal appearance and grooming.

No Job Description for a position canpossibly includeall duties which may be requested by guests or required by the hotel. Theobjectiveof all positions is to effectively provide the services personally, or toimmediatelyreferrequeststotheappropriate departmentmanager. The items listed above are a summary of the major responsibilities of the position that must be met by an employee to successfully perform the essential functions of the position.Reasonableaccommodationsmay be made to enable individuals with disabilities to perform the essential functions.

Equal Opportunity Employer

This employeris required tonotify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

We are proud to offer competitive wellness options and perksfor bothPart Time- and Full-Timeemployees;

• Dedicated employee parking lot pass with company contribution forfull timeemployees,fully-fundedfor salaried managers
• Employer-subsidized medical, dental, and vision insurance
• Company-funded $25K in complimentary life insurance and $1K/mo. in disability
• Optional Disability, Life and AD&D, Critical Illness, and Accident Insurance options
• Additional Health & Wellness benefits including prescription and gym membership discounts
• Flexible and understanding work-life equality
• Family Matters Program of10+ weeks fullypaid parental leave for new parents
• 401k employer match, up to 4% of salary
• Competitive wages with ongoing market analysis with annual performance evaluations and compensation adjustments
• Discounted employee and immediate family hotel rates as low as $59 per night at EOS Hospitality portfolio locations
• Food and Beverage discount of 50% Off at EOS Hospitality portfolio locations
• Discounted lodging rates from New England Inn & Resort Association partners
• Pathways for growth and professional development including training and tuition reimbursement
• Incentive opportunities for both hourly and managerial roles
• Company-funded Employee Assistance Program for life and mental health resources

Compensation for this position is between $60,000-65,000k per year

About The Press Hotel

Magnificently reborn, The Press Hotel is proudly rooted in Portland’s past. The structure we call home was once the Gannett Building, the historic headquarters of the Portland PressHerald—the state’s largest newspaper. While the days of printingpressesmay be over, we continue to honor our history with thoughtful touches throughout the property.Under new ownership and management by EOS Hospitality, The Press begins its next edition.

Onsite, we offer over 100 guest rooms with varying room types, a hyper-local full-service restaurant - Union, and our lobby cafe and bar - Inkwell, as well as meeting and event spaces ranging in size to accommodate corporate groups and social events.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.