Hotel Front Desk Manager

Sunseeker Resorts

Charlotte Harbor (FL)

On-site

USD 50,000 - 70,000

Full time

14 days+

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Job summary

A leading hospitality resort is seeking a Hotel Front Desk Manager to oversee operations and enhance guest experiences. This role involves managing front desk functions, leading the team, and ensuring a high standard of service in line with company policies. The ideal candidate will possess strong leadership skills and a background in luxury hospitality. Responsibilities include staff training, complaint resolution, and maintaining operational efficiency. Join a dedicated team and contribute to making every guest's stay memorable.

Qualifications

Minimum 2-4 years experience in a guest service leadership role.
Preferably experience at a luxury hotel/resort.
Strong customer service and leadership abilities.

Responsibilities

Manage front desk operations and team members.
Ensure excellent guest service and satisfaction.
Train and develop team members to adhere to service standards.

Skills

Customer Service

Leadership

Problem Solving

Organizational Skills

Interpersonal Skills

Education

Bachelor’s Degree in hospitality management or related field

Tools

Microsoft Office

Job description

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Sunseeker Resort Charlotte Harbor is currently searching for a Front Desk Manager!

The Front Desk Manager is responsible for all front desk functions and team members. The Front Desk Manager oversees Front Office ambassadors, business center and concierge, as applicable. Successfully execute all front desk operations, including guest arrival and departure procedures. Strives to continually improve guest and team member satisfaction and maximize the financial performance of the department.

All duties are performed in accordance with the department and Sunseeker Resorts policies, practices and procedures.

Job Duties

Manage the delivery and measurement of excellent guest service consistent with the Company’s core service standards and brand attributes that exceed guest expectations. Respect, Integrity, Excellence, Accountability & Teamwork.
Work in partnership with the VIP Services Manager, Reservations Manager, Front Services Manager and Night Audit Manager in the execution of all Arrivals/Departures and VIP Service Standards.
Assist in the training and development of all team members to ensure adherence to guest services standards within established departmental policies and procedures.
Provide a positive, empowering, and productive work environment through setting an example and consistency of daily work habits and standards.
Maintain confidentiality of department affairs, and process detailed reports on occupancy and financials.
Respond to and resolve team member complaints in a timely manner and creatively solve problems with the ability to anticipate, recognize, evaluate, and resolve potential difficulties.
Operate smooth, efficient, cost-effective operations, including labor management, supervision of all aspects of services and inventory control.
Supervise staffing levels in accordance with business demand, providing recommendations for adjustments whenever possible and monitors compliance of full-time equivalents (FTEs) per department policy.
In partnership with leadership, develop and/or modify systems and practices that create operational challenges, in order to create unparalleled excellence in customer service.
Properly utilize performance feedback, recognition, training, and adherence to company policies, legal requirements to create a work environment which promotes teamwork, recognition, mutual respect, and team member satisfaction.
Maintain all departmental assets and ensure all departmental areas (FOH and BOH) are clean and organized.
Oversee the department in the absence of the Manager of Front Office and VIP Services.
Supervise team members to ensure they are alert to all their duties and adhere to Company policies and procedures regarding safety, health and welfare of the guest and the property and conduct disciplinary actions as needed.
Evaluate staffing levels in accordance with business demand, providing recommendations for adjustments whenever possible and monitors compliance of full-time equivalents (FTEs) per department policy.
Own all requests and complaints; resolve issues immediately and follow up to ensure the guest's satisfaction.
Be knowledgeable of Resort information to answer guest inquiries and ensure all Front Desk staff has confidence in their knowledge of Resort information.
Complete all payroll related functions within payroll accounting system checking team member swipes and issuing payment for up-sell commissions.
Conduct hiring functions such as scheduling and conducting interviews, issuing job offers, and scheduling Property orientation.
Ensure all service and regulatory related courses are completed, Service Refresher Courses are provided and executed, and that all staff are fully compliant.
Exercise discretion and independent judgment when evaluating new programs, new services, and new ideas.
Stay abreast of property goals in order to create, support and present departmental goals to executive leadership
Create ways to further enrich the guest experience by continuously reviewing, implementing, and refining procedures to ensure every opportunity to offer extraordinary guest experiences while maintaining a culture of smiles, retention of luxury standards.
Proactively seek guest feedback and liaise with other departments when opportunities present themselves ensuring a seamless and elevated guest experience.
Manage guest requests and own all complaints; resolve issues immediately and follow up to ensure the guest’s satisfaction.
Develop collaborative relationships and synergy with all support departments such as Convention Sales & Services, Facilities, Security, Front Services, Front Office, F&B, Golf, HR and Executive Offices
Foster a management team that possesses and delivers on key strategies of guest service, team member relations, team cooperation, financial responsibility and asset management.
Ensure all accounting, payroll and team member relations matters are handled in compliance with company policy. Assume responsibility of Manager on Duty as needed.
Perform other functions as needed.

Combination of Education and Experience will be considered. Sunseeker Resorts performs criminal background checks on all candidates. Candidates will need to be authorized to work in the US as defined by the Immigration Act of 1986. Sunseeker Resorts uses E-Verify to confirm the eligibility of all newly hired employees to work in the United States. For more details on E-Verify visit e-verify.gov. Pre-employment drug screenings are required for this position as a condition of employment.

Bachelor’s Degree in hospitality management or related field
2-4 years minimum experience in a guest service leadership role, at a large scale, luxury 500+ room hotel/resort
Experience at a AAA 4 diamond or Forbes property preferred

Other Minimum Requirements

Ability to work varied shifts, including weekends and holidays.
Working knowledge of Microsoft Office
Ability to function well under pressure, manage multiple priorities, and meet established deadlines.
Must possess mature personal discretion and sound judgment.
Strong leadership abilities, sound judgment, superior problem solving and decision-making skills.
Excellent organizational, analytical and project management skills, with particular attention to quality and detail
Interpersonal skills to deal effectively with all business contacts.
Professional appearance and demeanor.

Sunseeker Resorts is an Equal Opportunity Employer (EOE) and is committed to creating a diverse workplace environment. All persons shall have the opportunity to be considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information or any other characteristic protected by applicable federal, state or local laws and ordinances.

For more information, see www.sunseekerresorts.com

Equal Opportunity Employer

Sunseeker Resort Charlotte Harbor is currently searching for a Front Desk Manager!

All duties are performed in accordance with the department and Sunseeker Resorts policies, practices and procedures.

Job Duties

Manage the delivery and measurement of excellent guest service consistent with the Company’s core service standards and brand attributes that exceed guest expectations. Respect, Integrity, Excellence, Accountability & Teamwork.
Work in partnership with the VIP Services Manager, Reservations Manager, Front Services Manager and Night Audit Manager in the execution of all Arrivals/Departures and VIP Service Standards.
Assist in the training and development of all team members to ensure adherence to guest services standards within established departmental policies and procedures.
Provide a positive, empowering, and productive work environment through setting an example and consistency of daily work habits and standards.
Maintain confidentiality of department affairs, and process detailed reports on occupancy and financials.
Respond to and resolve team member complaints in a timely manner and creatively solve problems with the ability to anticipate, recognize, evaluate, and resolve potential difficulties.
Operate smooth, efficient, cost-effective operations, including labor management, supervision of all aspects of services and inventory control.
Supervise staffing levels in accordance with business demand, providing recommendations for adjustments whenever possible and monitors compliance of full-time equivalents (FTEs) per department policy.
In partnership with leadership, develop and/or modify systems and practices that create operational challenges, in order to create unparalleled excellence in customer service.
Properly utilize performance feedback, recognition, training, and adherence to company policies, legal requirements to create a work environment which promotes teamwork, recognition, mutual respect, and team member satisfaction.
Maintain all departmental assets and ensure all departmental areas (FOH and BOH) are clean and organized.
Oversee the department in the absence of the Manager of Front Office and VIP Services.
Supervise team members to ensure they are alert to all their duties and adhere to Company policies and procedures regarding safety, health and welfare of the guest and the property and conduct disciplinary actions as needed.
Evaluate staffing levels in accordance with business demand, providing recommendations for adjustments whenever possible and monitors compliance of full-time equivalents (FTEs) per department policy.
Own all requests and complaints; resolve issues immediately and follow up to ensure the guest's satisfaction.
Be knowledgeable of Resort information to answer guest inquiries and ensure all Front Desk staff has confidence in their knowledge of Resort information.
Complete all payroll related functions within payroll accounting system checking team member swipes and issuing payment for up-sell commissions.
Conduct hiring functions such as scheduling and conducting interviews, issuing job offers, and scheduling Property orientation.
Ensure all service and regulatory related courses are completed, Service Refresher Courses are provided and executed, and that all staff are fully compliant.
Exercise discretion and independent judgment when evaluating new programs, new services, and new ideas.
Stay abreast of property goals in order to create, support and present departmental goals to executive leadership
Create ways to further enrich the guest experience by continuously reviewing, implementing, and refining procedures to ensure every opportunity to offer extraordinary guest experiences while maintaining a culture of smiles, retention of luxury standards.
Proactively seek guest feedback and liaise with other departments when opportunities present themselves ensuring a seamless and elevated guest experience.
Manage guest requests and own all complaints; resolve issues immediately and follow up to ensure the guest’s satisfaction.
Develop collaborative relationships and synergy with all support departments such as Convention Sales & Services, Facilities, Security, Front Services, Front Office, F&B, Golf, HR and Executive Offices
Foster a management team that possesses and delivers on key strategies of guest service, team member relations, team cooperation, financial responsibility and asset management.
Ensure all accounting, payroll and team member relations matters are handled in compliance with company policy. Assume responsibility of Manager on Duty as needed.
Perform other functions as needed.

Minimum Requirements

Bachelor’s Degree in hospitality management or related field
2-4 years minimum experience in a guest service leadership role, at a large scale, luxury 500+ room hotel/resort
Experience at a AAA 4 diamond or Forbes property preferred
Previous experience Hotel systems e.g. Maestro, Opera, Agilysys, Kronos, ALICE, UKG, Hotsos, Assa Abloy, Laso, Phone Suite, Sonifi preferred

Other Minimum Requirements

Ability to work varied shifts, including weekends and holidays.
Working knowledge of Microsoft Office
Excellent customer service skills
Ability to function well under pressure, manage multiple priorities, and meet established deadlines.
Must possess mature personal discretion and sound judgment.
Strong leadership abilities, sound judgment, superior problem solving and decision-making skills.
Excellent organizational, analytical and project management skills, with particular attention to quality and detail
Interpersonal skills to deal effectively with all business contacts.
Professional appearance and demeanor.

For more information, see www.sunseekerresorts.com

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.

Seniority level