Overnight Front Desk Manager — Lead Guest Service & Team

Socket.dev; Hempfield Township (Westmoreland County); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Hotel discounts

Weekly pay

Paid time off

Retirement options

Referral bonuses

Career advancement

Health benefits after 30 days

Job summary

TWA Hotel is hiring an Overnight Front Desk Manager responsible for directing all Front Desk functions and leading a team to deliver exceptional guest service at the hotel’s front desk.

The role emphasizes strong leadership, problem solving, and effective communication, with a focus on revenue opportunities and maintaining service standards during night shifts. A proactive, hands-on approach and solid PMS familiarity are required.

Qualifications

• High school diploma or equivalent.
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major preferred.
• Previous Front Office management experience is required.
• Excellent verbal and written English communication skills, second language helpful.
• Ability to access, retrieve, and leverage information from the hotel PMS system.
• Ability to multitask and prioritize.
• Excellent problem solving and creative thinking skills.
• Ability to maintain the confidentiality of information.
• Strong leadership and communication skills.
• A can-do attitude and a hands-on approach.
• Strong computer skills.
• A flexible schedule that allows availability days, nights, holidays, and weekends based on the demands of the hotel.
• Effective listening skills to understand and clarify concerns from team members and guests.

Responsibilities

• Encourage and building mutual trust, respect, and cooperation among team members
• Develop specific goals and plans to prioritize, organize, and accomplish work
• Handle complaints, settle disputes, and resolve grievances and conflicts
• Participate in department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results
• Observe staffing levels to ensure that guest service, operational needs, and financial objectives are met
• Support and train team members on adherence to all credit policies and procedures to reduce bad debts and rebates
• Promote same day selling procedures to maximize room revenue and occupancy
• Understand the impact of Front Office operations on the overall hotel success
• Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Encourage team members to provide excellent customer service within guidelines
• Interact with guests to obtain feedback on product quality and service levels
• Identify the developmental needs of team and coach, mentor, or otherwise help others to improve their knowledge or skills
• Utilize interpersonal and communication skills to lead, influence, and encourage others
• Advocate sound financial and business decision making
• Demonstrate honesty and integrity, lead by example
• Establish and maintain open, collaborative relationships with team members
• Ensure recognition of team members is taking place across areas of responsibility

Skills

Leadership

Communication

Multitasking

Problem solving

Confidentiality

Computer skills

Customer service

Listening skills

Flexibility

Education

High school diploma

2-year degree in Hotel/Hospitality or related

Tools

Hotel PMS system

Job description

TWA Hotel is hiring an Overnight Front Desk Manager responsible for directing all Front Desk functions and leading a team to deliver exceptional guest service at the hotel’s front desk.

The role emphasizes strong leadership, problem solving, and effective communication, with a focus on revenue opportunities and maintaining service standards during night shifts. A proactive, hands-on approach and solid PMS familiarity are required.