Front Desk Manager

Sage Hospitality Group • Portland, OR

3d • Onsite

About The Position

The Front Desk Manager leads daily front desk operations and develops a team that delivers accurate, efficient, and personalized service from arrival through departure. At The Bidwell Marriott Portland, the manager brings Portland’s independent spirit and Pacific Northwest warmth to the guest experience while protecting guest trust, supporting associates, and managing operational and financial performance. This is a visible, hands-on leadership role that requires emotional intelligence, self-awareness, humility, strategic thinking, decisiveness, communication, learning agility, collaboration, and compassion.

The manager oversees front desk coverage, guest arrivals and departures, room readiness coordination, group logistics, service recovery, shift communication, associate development, financial controls, and operational readiness. The role partners with the Assistant General Manager to set priorities and review results, using guest feedback, operational records, arrival patterns, and associate input to identify and implement improvements. Performance is assessed against management-established goals for guest satisfaction, service recovery, arrival and departure efficiency, billing and cash accuracy, staffing effectiveness, training completion, associate development, and communication.

Work is primarily indoors in a hotel and climate-controlled workstation environment. The role involves prolonged standing and movement throughout the hotel, and availability may include mornings, evenings, weekends, holidays, and overnight coverage as operationally required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Other duties may be assigned by management.

Requirements

• High school diploma or equivalent.
• At least two years of previous front desk supervisory experience, or at least four years of hotel front office experience.
• Working knowledge of guest services, hotel services, policies, and operations.
• Knowledge of standard cash handling procedures and computerized register or payment systems.
• High school graduate-level mathematical aptitude.
• Demonstrated ability to lead with emotional intelligence, self-awareness, humility, compassion, and sound judgment; collaborate across departments; learn from feedback; and make timely decisions under pressure.
• Strong comprehension and literacy to review correspondence, prepare reports, conduct training, and communicate clearly with guests, associates, and leaders.
• Ability to use hotel operating systems and common business software and learn new tools and processes.
• Ability to meet the role’s physical requirements, including prolonged standing, movement throughout the hotel, repeated bending or kneeling, and occasional lifting or carrying of items up to 25 pounds.
• Availability may include mornings, evenings, weekends, holidays, and overnight coverage as operationally required.

Responsibilities

• Direct daily front desk coverage, complete required associate duties and shift checklists, and perform front desk functions as needed, especially during peak periods.
• Plan shifts around occupancy, room readiness, group movements, special requests, and staffing; set priorities and contingency plans.
• Ensure accurate and efficient arrivals and departures, including reservation verification, room assignments, key issuance, payment authorization, and explanations of rates, charges, amenities, and policies.
• Coordinate with Housekeeping, Engineering, Rooms Control, and other departments to verify room readiness, resolve room discrepancies, and communicate maintenance and service concerns.
• Keep guests informed with realistic updates and take ownership of follow-up; coordinate group arrival and departure logistics, billing instructions, and readiness with relevant teams.
• Maintain relationships with valet and other transportation providers and help associates keep local recommendations and hotel amenity information current.
• Apply Marriott service and guest recognition standards, including Marriott Bonvoy recognition and benefits under current procedures, and coach personalized service.
• Remain visible and approachable, seek guest feedback, recognize concerns early, de-escalate difficult interactions, and resolve issues within approved authority or escalate as appropriate.
• Document complaints, recovery actions, commitments, and unresolved items; assign follow-up owners and times, confirm completion, and review recurring complaints for preventable breakdowns and improvements.
• Conduct shift briefings and maintain complete handovers covering guest commitments, service issues, room availability, incidents, and operational priorities; share sensitive information appropriately.
• Keep leadership informed of material guest concerns, staffing risks, financial discrepancies, and operational disruptions, including actions taken and recommended next steps.
• Supervise associates with clear expectations, accountability, and respect; partner with leadership and People & Culture on hiring, onboarding, training, and development.
• Provide coaching, recognition, and documented feedback; recommend evaluations, discipline, and terminations to the Assistant General Manager under company procedures.
• Align schedules and coverage with forecast demand, service needs, and approved labor plans; manage workloads, support required breaks, and ensure accurate timekeeping.
• Ensure accurate guest billing, account records, cash handling, and reconciliations; train associates and monitor compliance with financial controls, payment security, guest privacy, identity verification, and key control procedures.
• Investigate financial discrepancies and promptly escalate unresolved issues or suspected fraud or information exposure.
• Support approved room selling and upgrade strategies, inventory controls, and same-day availability decisions; explain choices transparently and coordinate exceptions with the appropriate leader.
• Review labor usage, service recovery spending, billing accuracy, and other assigned operating measures; recommend efficiencies that maintain guest service and responsible controls.
• Implement required emergency training and ensure associates understand notification, evacuation, incident reporting, and escalation procedures.
• Respond to emergencies within training and assigned authority, maintain readiness for system outages and other disruptions using approved backup procedures, and keep emergency contacts and reference information current.
• Partner with the Assistant General Manager to set department priorities and review results; assign improvement actions, owners, and completion dates, then evaluate outcomes.
• Model kindness, inclusion, integrity, and professional conduct, and connect guests with Portland’s urban experiences and surrounding outdoor opportunities.

Benefits

• $50 discounted Tri-Met monthly pass
• Drastically reduced hotel rates for you and your friends and family at Marriott and Sage Hotels
• Sage Restaurant Concepts discounts
• Unlimited paid time off
• Paid sick time
• Paid holidays
• Medical, vision, and dental insurance
• Complimentary parking at the hotel garage
• Referral bonus eligible

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED