Job Description:

Position Summary

The Front Desk Manager (FDM) is responsible for the overall leadership, supervision, and daily operation of the hotel front desk and guest services team. This role ensures exceptional guest experiences, accurate financial and operational controls, and compliance with all hotel policies and procedures. The Front Desk Manager plays a critical role in revenue protection, staff accountability, and interdepartmental communication.

LEAD with H.A.R.T. - Honesty / Accountability / ROI / Thoughtfulness

Key Responsibilities

Guest Experience & Service Excellence

* Ensure consistent delivery of high?quality guest service in alignment with Hotel Hartness brand standards.

* Handle guest concerns, service recovery, and escalated issues promptly and professionally.

* Foster a welcoming, luxury?focused guest environment at all times.

Team Leadership & Scheduling

* Recruit, train, coach, and supervise front desk and guest services staff.

* Create and manage weekly schedules to align labor costs with business levels.

* Conduct regular performance evaluations and enforce standards of conduct and professionalism.

* Ensure all team members are properly trained on PMS, cash handling, and hotel policies.

Operational & Financial Controls

* Oversee all front desk financial transactions including check?ins, check?outs, refunds, adjustments, and postings.

* Review daily reports, shift audits, and exception reports to ensure accuracy and compliance.

* Ensure all refunds, rate adjustments, and complimentary services are properly documented and approved per policy.

* Monitor PMS user access levels and ensure appropriate controls are in place.

* Immediately report any discrepancies, irregularities, or suspected fraud to the General Manager.

Compliance & Accountability

* Enforce hotel policies, SOPs, and internal control procedures consistently.

* Ensure proper documentation and recordkeeping for front desk operations.

* Partner with Accounting, Finance, and Operations leadership as needed during audits or investigations.

* Maintain confidentiality and professionalism in all sensitive matters.

Interdepartmental Coordination

* Work closely with Housekeeping, Maintenance, Sales, and Accounting to ensure seamless guest experiences.

* Communicate daily occupancy, VIP arrivals, special requests, and operational issues.

Experience and Skills:

Qualifications

Required

* Minimum of 2-3 years of hotel front desk or supervisory experience.

* Prior experience using hotel PMS systems (Opera or similar preferred).

* Strong understanding of hotel front office procedures, cash handling, and night audit processes.

* Proven ability to lead teams and enforce policies consistently.

* High attention to detail and strong organizational skills.

* Excellent verbal and written communication skills.

Preferred

* Prior Front Desk Manager or Assistant Front Office Manager experience.

* Experience in boutique or luxury hotel environments.

* Knowledge of internal controls, loss prevention, or audit processes.

* Hospitality or business?related degree.

Core Competencies

* Integrity and ethical decision?making

* Leadership and accountability

* Financial awareness and accuracy

* Guest?focused problem solving

* Discretion and confidentiality

Work Environment & Physical Requirements

* Ability to stand for extended periods.

* Availability to work flexible schedules, including weekends and holidays.

* Ability to lift up to 25 lbs as needed.