Luxury Front Desk Leader: Guest Experience & Team Coach

Merriweather Lakehouse, Autograph Collection; Columbia (MD); On-site; USD 60,000 - 85,000; Full time

Job summary

Merriweather Lakehouse Hotel, Autograph Collection, is seeking a dynamic, hospitality-driven Front Desk & Guest Services Manager to lead our Front Desk team and help create guest experiences people remember long after they leave.

As a Diamond-rated hotel, you’ll be a visible leader, coach, and ambassador, responsible for daily operations, VIP service, and service recovery, while building a culture of hospitality and teamwork.

Qualifications

• 3+ years of hotel Front Office experience.
• Previous supervisory or management experience preferred.
• Luxury, lifestyle, or Marriott hotel experience strongly preferred.
• A natural leader who enjoys developing and motivating people.
• Excellent communication, problem-solving, and organizational skills.
• Comfortable making decisions and handling challenging guest situations.
• Experience with hotel property management systems and Microsoft Office.
• Flexible availability including mornings, evenings, weekends, and holidays.

Responsibilities

• Lead daily Front Desk operations and set the tone for exceptional service.
• Create memorable arrival, departure, and stay experiences.
• Welcome and personally assist VIPs and special guests.
• Handle guest concerns and service recovery with confidence and urgency.
• Monitor guest feedback and online reviews to identify opportunities to improve.
• Recruit, train, coach, and develop Front Office associates.
• Build a culture of hospitality, teamwork, accountability, and fun.
• Conduct daily stand-ups and keep the team focused on priorities and service standards.
• Create schedules and manage staffing and labor needs.
• Ensure compliance with Marriott standards and hotel procedures.
• Partner with Housekeeping, Engineering, Food & Beverage, Sales, and Events to create a seamless guest experience.
• Support room inventory management, upselling, and revenue opportunities.
• Oversee cash handling, reports, records, and audit procedures.
• Ensure safety, security, and emergency procedures are followed.

Skills

Leadership

Guest service

Communication

Problem solving

Organizational skills

Decision making

PMS experience

Microsoft Office

Team development

Flexibility

Tools

Hotel PMS software

Microsoft Office

Job description

Merriweather Lakehouse Hotel, Autograph Collection, is seeking a dynamic, hospitality-driven Front Desk & Guest Services Manager to lead our Front Desk team and help create guest experiences people remember long after they leave.

As a Diamond-rated hotel, you’ll be a visible leader, coach, and ambassador, responsible for daily operations, VIP service, and service recovery, while building a culture of hospitality and teamwork.