Front Desk Manager & Guest Experience Lead

Aramark; Norman (OK); On-site; USD 19,286 - 33,062; Full time

Job summary

Aramark is hiring for a Front Desk/Guest Services role in Norman, OK. You will lead front desk operations, concierge, gift shop, and related areas, ensuring top-tier guest service and efficient daily workflow.

You will support scheduling, payroll accuracy, staff onboarding, and training while coordinating with multiple departments to meet guest expectations and safety standards. Starbucks program familiarity is a plus.

Qualifications

• Associate degree in Hospitality, Business, Retail Management, or related field preferred; or equivalent experience.
• 1–2 years of hospitality or customer-service leadership experience required.
• Prior retail experience strongly preferred, including inventory management, merchandising, point-of-sale systems, and maintaining visual standards.
• Strong computer skills, including OPERA, Outlook, Word, Excel, and hotel-related systems (preferred).
• Excellent verbal and written communication skills.
• Strong organizational, problem-solving, and multitasking abilities in a fast-paced environment.
• Ability to coach, train, and support a diverse team.
• Ability to work independently with strong time-management skills.

Responsibilities

• Maintains a high level of customer service, hospitality, and professionalism.
• Assists in daily operations of Front Desk, Concierge, Gift Shop, and Shipping/Receiving.
• Supports team members in meeting and exceeding guest expectations.
• Reviews and responds to daily Pass-On notes, Checklists, and Night Audit information.
• Assists with preparing and distributing weekly Group Summaries.
• Participates in weekly team meetings with Supervisors and the Group Rooms Coordinator.
• Ensures effective communication between all departments.
• Helps resolve guest, client, and staff concerns quickly and professionally.
• Assists with reviewing Group Resumes and preparing teams for incoming groups and events.
• Supports special billing processes, rate code understanding, and reservation accuracy.
• Coordinates with staff to manage Out-of-Order rooms, special requests, room blocks, and guest profiles in OPERA.
• Helps prepare staff schedules, monitor labor needs, support PTO tracking, and minimize overtime.
• Assists with payroll accuracy, timecard verification, and obtaining necessary signatures.
• Supports coaching, corrective actions, and documented performance reviews as directed by the Front Office Manager.
• Participates in conducting staff meetings and trainings.
• Assists with interviewing and onboarding when vacancies occur.
• Helps maintain safety, cleanliness, and organization of office and work areas.
• Ensures compliance with local health codes and operational standards.
• Performs other duties as assigned.
• Schedules and prepares for staff meetings and trainings.
• Prepares yearly performance reviews and schedules time to discuss with each employee.
• When vacancies occur, participates in the interview process for potential hires.
• Ensures that all employees understand emergency procedures so that in the event of an emergency the procedures are executed with accuracy and in a timely fashion.
• Retail responsible for inventory, ordering, receiving, efficiency of Gift Shop operations
• Ensuring compliances with Health Code inspections and ensuring we are compliant with all local agencies.
• Responsible for maintaining safe, clean, and well-organized office and work areas.
• Recruit and train all front desk personnel.
• Oversee all front desk operations.
• Any other duties as assigned.
• Assists with making of Starbucks drinks
• Responsible for learning the We Proudly Brew © Program
• Assisting with inventory counts as directed

Skills

hospitality leadership

inventory management

OPERA

Outlook

Word

Excel

hotel systems

communication

time management

Education

Associate degree in Hospitality, Business, Retail Management, or related field

Tools

OPERA

RetailPro

POS systems

Job description

Aramark is hiring for a Front Desk/Guest Services role in Norman, OK. You will lead front desk operations, concierge, gift shop, and related areas, ensuring top-tier guest service and efficient daily workflow.

You will support scheduling, payroll accuracy, staff onboarding, and training while coordinating with multiple departments to meet guest expectations and safety standards. Starbucks program familiarity is a plus.