Manager, Front Desk

Eden Resort & Suites; Lancaster (Lancaster County); On-site; USD 62,000 - 70,000; Full time

Job summary

Eden Resort & Suites in Lancaster, PA, is seeking a Manager for the Front Desk to oversee daily operations and ensure exceptional guest service. The successful candidate will lead the Front Office team, conduct shift briefings, support staff training, and handle guest concerns. Applicants should have a minimum of two years of hotel experience, strong communication skills, and proficiency with hotel systems such as OPERA. Compensation ranges from $62,000 to $70,000 per year depending on experience.

Qualifications

• Minimum two years of full-service hotel experience in Rooms Division; at least one year in a supervisory role strongly preferred.
• Strong knowledge of hotel systems; OPERA PMS experience preferred.
• Ability to work 1st and 2nd shifts, including weekends and holidays.
• Excellent verbal and written communication skills.
• Strong problem-solving skills, calm under pressure, and confident in decision-making.
• Ability to multitask in a fast-paced environment with high guest interaction.
• High level of integrity in handling financial transactions and confidential information.
• Intermediate proficiency with Microsoft Office Suite and strong general technology skills.
• CHS (Certified Hospitality Supervisor) designation preferred but not required.
• Strong sense of ownership and genuine commitment to exceptional guest service.

Responsibilities

• Oversee daily operations at the Front Desk to ensure exceptional guest service.
• Maintain strong visibility and accessibility to guests and associates.
• Lead service recovery efforts and handle guest concerns professionally.
• Conduct shift briefings to communicate priorities, updates, and expectations.
• Audit Front Desk work and maintain accurate cash handling.
• Support the Front Office team during periods of heavy occupancy.
• Ensure all Front Office SOPs are consistently followed.

Skills

Guest service excellence

Problem-solving

Team leadership

Communication

Technology proficiency

Education

Two years of hotel experience

Supervisory experience preferred

Tools

OPERA PMS

Microsoft Office Suite

Job description

At Eden Resort & Suites, we’re more than just a destination; we’re a community committed to excellence and care. As our Manager, Front Desk, you’ll lead the Front Office team, overseeing daily operations and ensuring exceptional guest service. Your leadership will drive a positive, engaging environment where guests and team members feel valued and supported.

Responsibilities

• Guest Service & MOD Responsibilities
  • Maintain a strong, visible presence at the Front Desk, ensuring accessibility to guests and associates.
  • Lead service recovery efforts using approved tools and guidelines, documenting all actions accurately.
  • Serve as Manager on Duty (MOD), handling guest and employee concerns promptly and professionally.
  • Monitor VIPs, special requests, and guest preferences to ensure personalized service and successful stays.
• Operational Leadership
  • Ensure each shift is properly prepared, including reservation accuracy, room status review, and communication with Housekeeping, Engineering, and other departments.
  • Supervise Front Office staff and ensure all tasks are completed accurately and timely.
  • Conduct shift briefings/huddles to communicate priorities, updates, and expectations.
  • Review and complete all daily reports, logs, discrepancy checks, and shift documentation before end of each shift.
  • Monitor daily inventory to ensure all room types are available and not oversold; verify credit limits and take appropriate action on accounts, follow up on open folios, and ensure they are closed in a timely and accurate manner.
  • Audit Front Desk work regularly, including rate overrides, no-shows, adjustments, refunds, discounts, and folio accuracy.
  • Ensure correct and accurate cash handling at all times.
  • Oversee proper use of OPERA, Canary, and HotSOS/Hotsauce systems, ensuring all tasks, requests, and communications are completed accurately and in a timely manner.
  • Maintain accurate Sonifi charges, gift card transactions, and Best Western Rewards redemptions, auditing, reconciling, and reporting discrepancies.
  • Support the Front Office team during periods of heavy occupancy, typically Friday and Saturday nights, as well as Sunday mornings.
• Internal Controls & Standards
  • Ensure all Front Office SOPs are consistently followed and assist in creating/updating SOPs as needed.
  • Respond to emergency situations and ensure associates are trained in safety and emergency procedures.
  • Monitor queue times and adjust staffing or task allocation to maintain efficient operations.
  • Oversee security and confidentiality of guest and payment information, enforcing PCI and data-security protocols.
• Team Leadership & Development
  • Provide real-time coaching, counseling, guidance, and feedback to the Front Office team.
  • Support recruiting, onboarding, and training of new associates in coordination with the Director of Rooms.
  • Participate in 30/60/90-day check-ins and ongoing skills development for all staff members.
  • Address performance issues promptly and raise concerns as needed.
  • Help foster a positive and supportive work culture based on communication, teamwork, and accountability.
• Communication & Collaboration
  • Maintain open lines of communication with Housekeeping, Engineering, Sales, and Food & Beverage to ensure smooth operations.
  • Ensure timely follow-up on all interdepartmental needs, requests, and service issues.
  • Provide the Director of Front Office with detailed shift reports, incidents, operational feedback, and recommended action items.
• Administrative & Operational Support
  • Maintain proper inventory of supplies and ensure ordering is done responsibly to manage costs.
  • Review online guest reviews in coordination with the leadership team and identify service trends or improvement opportunities.
  • Assist in minimizing overtime and managing labor costs effectively.

Qualifications

• Minimum two years of full-service hotel experience in Rooms Division; at least one year in a supervisory role strongly preferred.
• Strong knowledge of hotel systems; OPERA PMS experience preferred.
• Ability to work 1st and 2nd shifts, including weekends and holidays.
• Excellent verbal and written communication skills.
• Strong problem-solving skills, calm under pressure, and confident in decision-making.
• Ability to multitask in a fast-paced environment with high guest interaction.
• High level of integrity in handling financial transactions and confidential information.
• Intermediate proficiency with Microsoft Office Suite and strong general technology skills.
• CHS (Certified Hospitality Supervisor) designation preferred but not required.
• Strong sense of ownership and genuine commitment to exceptional guest service.

Compensation

$62,000 - $70,000 per year, depending on experience.