Front Desk Manager OEM/HM

Crestline Hotels & Resorts; Athens (OH); On-site; USD 42,000 - 54,000; Full time

Job summary

Crestline Hotels & Resorts is seeking a Front Desk Manager to lead the Front Office, bell/door, and concierge operations, ensuring exceptional service standards. You will mentor staff, optimize processes, and coordinate daily activities to achieve high guest satisfaction.

Responsibilities include staffing, training, forecasting, and maintaining professional work environments while ensuring compliance with hotel policies and safety.

Qualifications

• High School/GED required plus 2 years of Rooms Division management experience.
• Computer skills required; familiarity with Microsoft Office preferred; experience with hotel information systems required.

Responsibilities

• Lead and mentor Front Office staff; ensure adherence to policies and service procedures.
• Maintain knowledge of hotel features, room types, rates, and promotions; monitor arrivals, departures, and availability.
• Conduct pre-shift meetings and facilitate departmental planning sessions.
• Prepare financial and payroll forecasts and monitor staffing levels for quality service.
• Respond to guest comments and maintain security and cleanliness of public areas.
• Recruit, interview, and select Front Office staff to maintain morale and efficiency.

Skills

Leadership

Mentoring

Guest relations

Staff training

Education

High School / GED

Tools

Microsoft Office

Hotel information systems

Job description

Overview

The Front Desk Manager will assist in the planning, direction, coordination, and execution of all activities and personnel within the front office departments to include front desk, bell/door, and concierge (if applicable). The Front Desk Manager is responsible for ensuring that all front office activities are carried out professionally to the highest level of service and meet standards. The manager will achieve desired outcomes by creating, developing, and maintaining a competent, motivated, and empowered staff.

Key Duties & Responsibilities

• Leadership/mentoring role for Hotel's Front Office employees.
• Maintain complete knowledge of all Front Office department policies and service procedures.
• Maintain complete knowledge of all hotel features and services; all room types, rates, special package and promotions; daily arrivals/departures/room availability; scheduled in‑house group activities.
• Complete daily walk‑through of Front Office department areas, observing staffing numbers, appearance, attitude, operational cleanliness and maintenance, service appearance and merchandising, general crispness, quality, and consistency of operation, storage area organization, cleanliness, inventories, and equipment care; and respond to daily operational demands.
• Prepare weekly, monthly, quarterly, and yearly departmental financial and payroll forecasts.
• Monitor and handle guest comments.
• Monitor security of public areas of the hotel.
• Establish par levels for supplies and equipment.
• Monitor effectiveness of departmental staffing guide; provide training, development, discipline, and positive support for all department employees to ensure qualitative standards and growth.
• Monitor interviewing and selection of all departmental positions to ensure consistency and maintain positive motivation, morale and efficiency.
• Create and maintain a quality, professional work environment.
• Administer performance evaluations for all departmental employees.
• Anticipate guests’ and employees’ needs and respond promptly.
• Always promote positive guest relations.
• Conduct pre‑shift meetings to review information pertinent to today's business.
• Facilitate departmental strategic planning meetings.

Education and Experience

• High School Graduate or General Educational Development (GED) or equivalent; plus 2 years of experience in Rooms Division management.
• Computer skills required. Familiarity with Microsoft Office preferred. Experience with hotel information systems required.

Crestline Hotels & Resorts is an Equal Opportunity Employer/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender identity, or disability status.