Guest Experience Manager - Front Desk

Crescent Hotels & Resorts; Newark (NJ); On-site; USD 42,000 - 64,000; Full time

Job summary

Crescent Hotels & Resorts in Newark, NJ seeks a Front Desk Supervisor to oversee daily front desk operations, maximize guest satisfaction, and support revenue growth through efficient staff management.

You will interview, hire, train, and guide front desk staff; respond to guest requests and group needs; enforce SOPs/LSOPs; and calmly handle emergencies while maintaining professionalism. This role requires excellent English communication, strong teamwork, and sound decision making.

Qualifications

• Must communicate in English and interact professionally with guests.
• Must be a self-starter who can work as part of a team.
• Ability to perform basic calculations and use a computer system to input data and generate reports.

Responsibilities

• Interview, hire, train, evaluate performance, and recommend discipline when appropriate.
• Respond to guest requests and accommodate groups to maximize satisfaction and repeat business.
• Supervise Front Desk operations and ensure adherence to SOPs and LSOPs.
• Supervise the Guest Service Agents.
• Remain calm during emergencies and resolve conflicts, authorizing revenue adjustments after other options.

Skills

English communication

Self-motivation

Professionalism

Teamwork

Conflict resolution

Report writing

Job description

Crescent Hotels & Resorts in Newark, NJ seeks a Front Desk Supervisor to oversee daily front desk operations, maximize guest satisfaction, and support revenue growth through efficient staff management.

You will interview, hire, train, and guide front desk staff; respond to guest requests and group needs; enforce SOPs/LSOPs; and calmly handle emergencies while maintaining professionalism. This role requires excellent English communication, strong teamwork, and sound decision making.