Front Desk Manager

Front Desk Manager

Job Summary

Key Responsibilities

• Lead daily Front Office operations by actively supporting Front Desk Agents with guest inquiries and service recovery situations
• Respond promptly to Manager on Duty calls, resolving guest concerns with professionalism and urgency
• Promote positive guest interactions by maintaining a visible, engaged presence in the lobby throughout each shift
• Supervise and coordinate the daily activities of Bell staff, Front Desk Agents, and Service Express agents to ensure smooth shift operations
• Coach and mentor associates in real time, providing constructive feedback to reinforce brand service standards
• Monitor guest satisfaction metrics and implement action plans to address service gaps
• Train new team members on front office procedures, systems, and brand expectations
• Collaborate with other department leaders to ensure seamless communication and guest service continuity across the property

Required Qualifications

• Minimum 2-3 years of experience in a front office or guest services supervisory role within the hospitality industry
• Demonstrated experience coaching and developing team members to meet performance and brand standards
• Strong verbal and written communication skills
• Ability to remain calm and solutions-oriented under pressure, including during high-volume or escalated guest situations
• Availability to work varying shifts, including evenings, weekends, and holidays as business needs require
• Proven ability to lead and motivate a team in a fast-paced environment
• Proficiency with property management systems (PMS) such as Lightspeed or similar platforms
• Working knowledge of guest service software and reservation systems
• Comfortable using phone systems, radios, and other communication tools to coordinate front office activity
• Basic proficiency in Microsoft Office (Word, Excel, Outlook)
• Application Information
• If you are a service-driven leader ready to take the next step in your hospitality career as a Front Desk Manager, we encourage you to apply. This position is based in Detroit, with a salary range of $60,000-$68,000 depending on experience. Join our Front Office team and help us deliver outstanding guest experiences every day.

Preferred Qualifications

• Prior experience serving as Manager on Duty in a hotel or resort setting
• Familiarity with brand-specific service standards and loyalty programs
• Experience supervising multiple departments or cross-functional teams (e.g., Bell staff, Service Express)

Technical Skills

• Proficiency with property management systems (PMS) such as Lightspeed or similar platforms
• Working knowledge of guest service software and reservation systems
• Comfortable using phone systems, radios, and other communication tools to coordinate front office activity
• Basic proficiency in Microsoft Office (Word, Excel, Outlook)

Application Information