Front Desk Manager: Guest Experience Leader

Hotel Equities; Phoenix (AZ); On-site; USD 60,000 - 65,000; Full time

Benefits offered by this job

Performance bonus

Medical insurance

Dental insurance

Vision insurance

Paid vacation

Sick time

Holidays

401(k)

Cell phone allowance

Employee assistance

Career growth

Hotel discounts

Employee referrals

Life insurance

FSA

Parental leave

Third-party discounts

Job summary

Hotel Equities in Phoenix, AZ is seeking a Front Desk Manager to lead our Guest Services and Front Office teams, delivering exceptional guest experiences.

You will supervise check-ins/outs, reservations, and billing while maintaining brand standards and coordinating with housekeeping, maintenance, and F&B to ensure smooth operations. Strong leadership and guest-service focus are essential.

Qualifications

• Previous hotel, guest services, front office, or hospitality experience required.
• Previous supervisory or leadership experience preferred.
• Strong guest-service and communication skills.
• Ability to effectively resolve guest concerns and service issues in a professional manner.
• Strong organizational, problem-solving, and time-management skills.
• Ability to lead, coach, and motivate associates in a fast-paced environment.
• Ability to work independently and as part of a team.
• Professional appearance and demeanor.
• Ability to work flexible hours, including evenings, weekends, and holidays, as needed.

Responsibilities

• Provide leadership, direction, and support to Guest Services and Front Office associates.
• Oversee daily guest services operations, including check-in, check-out, reservations, room assignments, and guest requests.
• Ensure guests receive a warm, professional, and welcoming experience throughout their stay.
• Monitor guest satisfaction and respond promptly and professionally to questions, concerns, and service recovery opportunities.
• Resolve guest issues and complaints with appropriate judgment, urgency, and follow-through.
• Assist with training, coaching, and development of Guest Services associates to ensure consistent service and operational standards.
• Monitor front desk operations, lobby presentation, and guest service areas to ensure cleanliness, organization, and brand standards.
• Coordinate with Housekeeping, Maintenance, Food & Beverage, and other hotel departments to ensure guest needs are addressed efficiently.
• Review and maintain accurate guest information, room status, billing, and payment details in accordance with hotel procedures.
• Assist with daily operational reports, cash handling, deposits, and other front office administrative responsibilities.
• Support the management team in achieving guest satisfaction, revenue, service, and operational goals.
• Monitor staffing levels and assist with scheduling to ensure appropriate coverage based on business needs.
• Promote hotel amenities, services, and programs while identifying opportunities to enhance the guest experience.
• Ensure compliance with hotel policies, brand standards, safety procedures, and applicable regulations.
• Communicate important guest, operational, and maintenance information to appropriate hotel leadership and departments.
• Perform other duties as assigned.

Skills

Guest services

Leadership experience

Communication skills

Problem solving

Organizational skills

Team leadership

Professional appearance

Flexibility

Independent worker

Hospitality industry

Tools

PMS

POS systems

OTA systems

Microsoft Office

Guest messaging platforms

Job description

Hotel Equities in Phoenix, AZ is seeking a Front Desk Manager to lead our Guest Services and Front Office teams, delivering exceptional guest experiences.

You will supervise check-ins/outs, reservations, and billing while maintaining brand standards and coordinating with housekeeping, maintenance, and F&B to ensure smooth operations. Strong leadership and guest-service focus are essential.