Guest Experience Manager - Front Desk Lead

Cape Resorts; Cape May (NJ); On-site; USD 55,000 - 60,000; Full time

Job summary

Cape Resorts is seeking an experienced Front Office Manager on Duty for Congress Hall Hotel in Cape May, NJ. You will lead front desk operations, coordinate with Valets, Bellmen, and Concierge, and ensure seamless guest check-in/out and service delivery.

Responsibilities include supervising staff, monitoring PMS systems, and driving guest satisfaction while identifying revenue opportunities and maintaining high standards across the front office.

Qualifications

• Requires effective communication skills, both verbal and written.
• Most tasks are performed in a team environment with employee acting as team leader.
• Must possess basic computer skills.
• Knowledge of Maestro, Fetch, and OpenTable operating systems

Responsibilities

• Hire, train, and direct department employees.
• Ensure front office quality standards and policy adherence.
• Monitor PMS and interfaces; coordinate with service providers.
• Coordinate activities with other hotel departments to boost guest satisfaction.
• Supervise valet and bell service; ensure policy compliance.
• Create schedules for departments within budget; manage deposits and transactions.
• Ensure efficient guest registration, check-in/out and phone service.
• Interact with guests and resolve complaints promptly and professionally.
• Capitalize on revenue opportunities from walk-ins and upsell opportunities.
• Maintain front desk supplies and ensure timely message delivery.

Skills

Effective communication

Team leadership

Basic computer skills

Guest service mindset

Education

Bachelor’s degree preferred

Tools

Maestro

Fetch

OpenTable

Job description

Cape Resorts is seeking an experienced Front Office Manager on Duty for Congress Hall Hotel in Cape May, NJ. You will lead front desk operations, coordinate with Valets, Bellmen, and Concierge, and ensure seamless guest check-in/out and service delivery.

Responsibilities include supervising staff, monitoring PMS systems, and driving guest satisfaction while identifying revenue opportunities and maintaining high standards across the front office.