Midas Hospitality
Front Desk Manager
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Front Desk Manager
Hotel Front Office Operations & Guest Experience
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Midas Hospitality is seeking an experienced, guest-focused, and service-driven Front Desk Manager to lead the daily operations of the hotel's Front Office team. This position is responsible for ensuring efficient Front Desk operations, developing and supporting associates, maintaining exceptional guest service standards, and contributing to overall hotel profitability.
The Front Desk Manager provides leadership to Front Desk Agents and Supervisors while partnering with other hotel departments to ensure seamless guest experience. This position has a strong focus on team leadership, guest satisfaction, problem resolution, operational consistency, revenue generation, and compliance with hotel, brand, and company standards.
The ideal candidate is an experienced hospitality professional who leads by example, develops associates, handles guest concerns with professionalism, and understands how effective Front Office operations contribute to overall hotel performance.
What You Will Be Doing
As a Front Desk Manager, you will oversee Front Office operations and provide leadership to the Front Desk team while maintaining high standards of guest service, operational efficiency, and financial performance.
Front Office Leadership & Operations
- Lead and oversee daily Front Desk operations to ensure efficient, professional, and consistent service.
- Supervise, coach, and support Front Desk Agents, Supervisors, and other Front Office associates.
- Ensure Front Desk associates and Supervisors are properly trained and cross-trained when appropriate.
- Ensure all Front Office associates follow hotel, brand, company, and departmental Standard Operating Procedures (SOPs).
- Maintain a visible and engaged leadership presence at the Front Desk.
- Lead by example by demonstrating professionalism, hospitality, accountability, and exceptional guest service.
- Assist associates with operational questions, guest concerns, and problem resolution.
- Create and maintain a positive, productive, and team-oriented Front Office environment.
- Maintain strong working relationships with Housekeeping, Maintenance/Engineering, Sales, Food & Beverage, Revenue Management, and other hotel departments.
- Ensure appropriate Front Desk coverage based on business levels, staffing needs, and associate availability.
- Provide coverage for Front Desk shifts, including Night Audit, when necessary.
- Review Front Office operations and work completed by associates to ensure accuracy, consistency, and compliance with established standards.
- Monitor staffing levels and labor costs to support departmental budget goals.
- Maintain the security and confidentiality of PMS credentials and ensure associates follow appropriate system security procedures.
Guest Experience & Service Recovery
- Greet, welcome, check in, and check out guests in a friendly, professional, and efficient manner.
- Ensure guests receive consistent, personalized, and hospitable service throughout their stay.
- Respond promptly and professionally to guest questions, requests, concerns, and complaints.
- Empower associates to resolve guest concerns appropriately and provide effective service recovery.
- Follow up on guest issues to ensure satisfactory resolution.
- Build strong relationships with guests, loyalty program members, VIPs, repeat guests, and other distinguished visitors.
- Ensure loyalty program members, VIPs, and repeat guests are properly identified, recognized, pre-blocked, and provided appropriate service.
- Conduct guest follow-up and encourage feedback regarding the guest experience.
- Provide accurate information regarding hotel services, amenities, restaurants, transportation, entertainment, and hours of operation.
- Maintain knowledge of hotel facilities, services, special events, groups, and operational changes.
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Reservations & Revenue Support
- Ensure reservations are handled accurately and according to hotel, brand, and company standards.
- Make, modify, and cancel reservations in accordance with established policies and procedures.
- Ensure all necessary guest and reservation information is obtained and accurately documented.
- Use suggestive selling and approved sales techniques to maximize occupancy and room revenue.
- Maintain knowledge of current room rates, packages, promotions, restrictions, and closed-out dates.
- Partner with Revenue Management and hotel leadership regarding rates, inventory, promotions, and revenue opportunities.
- Ensure Front Desk associates understand current promotions, packages, and revenue-generating programs.
- Identify opportunities to increase guest spending and enhance the overall guest experience.
Financial & Front Office Controls
- Ensure guest payments, billing, and room charges are processed accurately and according to hotel policy.
- Monitor cash-handling and credit-card procedures to ensure compliance and financial security.
- Review Front Office reports and logs for accuracy and completeness.
- Review discrepant rooms and work with Housekeeping and other departments to resolve discrepancies.
- Ensure daily due outs are reviewed and unusual outstanding balances are addressed appropriately.
- Monitor Front Office processes to identify discrepancies, errors, or opportunities for improvement.
- Support departmental budget goals by monitoring staffing levels, labor costs, and operational expenses.
Communication & Team Development
- Meet with the General Manager and Front Office leadership as needed regarding schedules, staffing, training, special events, and operational priorities.
- Assist with developing weekly schedules based on business demand and staffing requirements.
- Train, coach, and retrain associates on guest service, communication, technical skills, and Front Office procedures.
- Provide ongoing feedback and coaching to support associate performance and professional development.
- Maintain open and effective communication with Front Office associates and other hotel departments.
- Ensure proper use of radios, telephones, email, and other communication channels.
- Maintain appropriate documentation and communication of operational issues and guest concerns.
Safety, Security & Compliance
- Ensure Front Office operations comply with hotel, brand, company, and applicable safety standards.
- Maintain knowledge of hotel emergency procedures and assist during emergencies as required.
- Protect guest privacy and confidential information.
- Ensure proper handling and security of guest information, payment information, PMS credentials, and hotel records.
- Report maintenance concerns, safety hazards, security issues, or other operational concerns to the appropriate department.
- Maintain a clean, organized, and professional Front Desk and Front Office environment.
- Ensure all responsibilities are performed in accordance with established SOPs and in a safe, accident-free manner.
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Hotel Leadership & Additional Responsibilities
- Collaborate with hotel leadership and other departments to support overall hotel operations and guest satisfaction.
- Participate in hotel meetings, task forces, committees, training initiatives, and special projects as assigned.
- Support hotel-wide operational initiatives and company programs.
- Perform additional duties and responsibilities as assigned, requested, or deemed necessary by the General Manager.
What You Bring
- Previous experience as a Front Office Manager, Assistant Front Office Manager, Front Desk Manager, or similar Front Office leadership role at a comparable hotel preferred.
- Post-high school coursework, education, or training in Hotel Administration, Hospitality Management, Business, or a related field preferred.
- Previous supervisory or management experience in a hotel Front Office environment required.
- Strong knowledge of Front Office operations, guest services, reservations, hotel systems, and hospitality standards.
- Previous experience with a hotel Property Management System (PMS) preferred.
- Strong leadership, coaching, training, and team-development skills.
- Strong guest service, communication, and conflict-resolution skills.
- Ability to manage multiple priorities in a fast-paced hotel environment.
- Ability to make sound decisions and resolve practical problems with limited standardization.
- Ability to interpret instructions provided verbally, in writing, through diagrams, schedules, or operating procedures.
- Ability to read and interpret safety rules, operating instructions, hotel procedures, and other business documents.
- Ability to prepare routine reports and written correspondence.
- Strong attention to detail and organizational skills.
- Ability to effectively communicate with guests, associates, leadership, and other departments.
- Ability to work a flexible schedule based on hotel business needs, including evenings, weekends, holidays, and other high-occupancy periods.
What We Offer
At Midas Hospitality, we believe in investing in our associates and providing opportunities for growth and success. Eligible associates may receive:
- Growth and development opportunities and access to learning resources.
- Competitive Paid Time Off (PTO) policies.
- Medical, Dental, and Vision insurance options.
- 401(k) with company match.
- Employee Assistance Program (EAP).
- Hotel and travel discounts.
- Employee recognition programs and career advancement opportunities.
About Midas Hospitality
Founded in 2006, Midas Hospitality has grown into a leading hotel development, construction, management, and investment company with more than 1,000 associates and a portfolio of over 40 hotels across 14 states. Through partnerships with Marriott, Hilton, and IHG, we are committed to delivering exceptional guest experiences while fostering a people-first culture built on growth, teamwork, and opportunity.
At Midas Hospitality, our associates are the heart of our success. We believe in creating an environment where team members can build rewarding careers, contribute meaningful work, and be recognized for their achievements.
Midas Hospitality is proud to be an Equal Opportunity Employer and maintains a drug-free workplace.
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