Front Desk Manager

DOLPHIN HOTEL MANAGEMENT•Rancho Mirage, CA

9d•$71,000 - $74,000•Onsite

About The Position

The Front Desk Manager is responsible for overseeing the day-to-day operations of the Front Desk, ensuring exceptional guest service, operational efficiency, and adherence to brand standards. This role provides leadership to Front Desk associates, supports guest satisfaction initiatives, manages employee performance, and partners closely with Rooms Division leadership to deliver a seamless arrival and departure experience for resort guests.

Requirements

High school diploma or equivalent required
Minimum of 2-3 years of hotel Front Desk supervisory or management experience preferred.
Experience in a resort or full-service hotel environment strongly preferred.
Demonstrated commitment to exceptional guest service and team development.
Ability to work a flexible schedule, including evenings, weekends, and holidays.
Fluent in English, both verbal and written.
Strong customer service, communication, and interpersonal skills.
Ability to lead and motivate a team in a fast-paced resort environment.
Strong problem-solving and conflict resolution abilities.
Knowledge of Front Desk operations, guest service procedures, and hospitality best practices.
Basic financial understanding, including labor management and cash handling controls.
Proficiency with hotel property management systems and standard computer applications.
Ability to prioritize multiple tasks while maintaining attention to detail.
Working knowledge of federal, state, and local employment laws and workplace regulations.

Nice To Haves

Associate's or Bachelor's degree preferred.

Responsibilities

Manage daily Front Desk operations, ensuring efficient and professional check-in, check-out, and guest service experiences.
Maintain high levels of guest satisfaction by anticipating guest needs and resolving concerns promptly and effectively.
Serve as Manager on Duty as assigned, responding to guest issues, emergencies, and operational challenges.
Ensure compliance with Marriott and Westin brand standards, service expectations, and operational procedures.
Monitor room inventory, VIP arrivals, special requests, and room assignments in coordination with Housekeeping and other departments.
Assist guests with transportation requests, local recommendations, billing inquiries, and other service needs.
Ensure proper cash handling, posting accuracy, and accountability procedures are followed.
Supervise, coach, and support Front Desk associates to ensure service excellence and operational consistency.
Participate in recruiting, interviewing, onboarding, and training new team members.
Conduct performance discussions, provide ongoing feedback, and administer corrective action when necessary in accordance with company policies.
Foster a positive team culture focused on engagement, accountability, and professional development.
Assist with scheduling to ensure appropriate staffing levels based on occupancy and business demands.
Support labor management efforts by monitoring scheduling, overtime, and productivity levels.
Assist with department budget goals and expense controls.
Promote upselling opportunities, including room upgrades and resort amenities, to maximize revenue.
Review daily operational reports and ensure accuracy of occupancy, revenue, and guest service metrics.
Monitor and maintain adherence to cash control procedures and audit requirements.
Partner with Housekeeping, Engineering, Food & Beverage, and other departments to ensure an exceptional guest experience.
Participate in daily operations meetings and communicate relevant information to Front Desk associates.
Support guest satisfaction initiatives and respond to feedback from internal and external guest surveys.
Assist Front Office leadership with implementing departmental goals, service initiatives, and operational improvements.
Assisting with training and development programs for Front Desk associates.
Supporting resort-wide initiatives and special events as needed.
Monitoring departmental productivity and service performance metrics.
Assisting with policy implementation and compliance efforts.
Maintaining a safe and professional work environment for associates and guests.
Supporting continuous improvement efforts to enhance guest satisfaction and operational effectiveness.