Hotel Front Desk Leader — Guest Experience & Operations

Compass Group USA; Austin (TX); On-site; USD 42,000 - 72,000; Full time

Benefits offered by this job

Medical Insurance

Vision Coverage

Life Insurance

Job summary

Compass Group USA is seeking a Front Desk Manager to oversee daily operations at the AT&T Hotel and Conference Center front desk, delivering high-level guest service and coordinating with multiple departments to ensure smooth operations.

You will manage staffing, reports, and inventory control while upholding AAA 5-Diamond and Platinum Service standards, and participate in daily manager-on-duty rotations and guest relations. Strong leadership and communication are essential.

Qualifications

• Excellent communication skills, both written and verbal.
• Must possess necessary management skills to include problem solving, decision-making, leadership, organization, planning, initiative, enthusiastic attitude towards customer service and a commitment to a team environment.

Responsibilities

• Assist the Front Office Manager with the daily operation of the Front Desk, coordinating with other departments as required to manage Guest satisfaction.
• Ensure the day-to-day operation of the Front Desk meets AAA 5-Diamond, and PLATINUM SERVICE standards at all times by working alongside colleagues on a regular basis.
• Participate in the Rooms Division daily Manager on Duty schedule rotation and become part of the Lobby Greeter rotation.
• Attend management meetings and those that relate to the Front Desk.
• Responsible for the day of rooms inventory control, effective blocking of reservations to maximize occupancy, rate and guest satisfaction, along with coordinating future days inventory control.
• Handle guest compliments, complaints and concerns in an appropriate fashion to ensure guest satisfaction and fiscal responsibility.
• Assist with preparing staffing schedules, training of current and new colleagues, maintaining department payroll reports, vacations, holidays, sick leave and absence records.
• Assist with interviewing candidates for all Front Desk job openings; conduct Performance reviews, and performance manage as required, with supporting documentation.
• Ensure appearance standards are maintained at the Front Desk along with other Employee rules, regulations, and policies.
• Ensure the accuracy of 5 & 10 day VIP reports or any other reports generated from the Front Office.
• Manage the PLATINUM SERVICE program, coordinating same day arrivals
• Review Group Resumes, VIP Alerts, Site Inspections and arrival and departure manifests to ensure consistent service standards.
• Consistently reviewing guest information on guest folios and reservations, reviewing scheduled/un-scheduled departures and stay-overs, while monitoring the accuracy of room counts and inventory levels.
• Control stock inventory levels, monitor workstations for cleanliness and organization at the Front Desk and in the back office areas.
• Regular attendance in conformance with the standards, which may be established by Flik from time to time, is essential to the successful performance of this position.

Skills

Communication skills

Management skills

Scheduling flexibility

Guest service orientation

Job description

Compass Group USA is seeking a Front Desk Manager to oversee daily operations at the AT&T Hotel and Conference Center front desk, delivering high-level guest service and coordinating with multiple departments to ensure smooth operations.

You will manage staffing, reports, and inventory control while upholding AAA 5-Diamond and Platinum Service standards, and participate in daily manager-on-duty rotations and guest relations. Strong leadership and communication are essential.