Front Desk Manager - Hotel

Oxford Suites & Hotels•Bend, OR

About The Position

The Front Desk Manager at one of Oxford’s Four-Diamond luxury or boutique-style hotels oversees the daily operations of the front desk, Valet, bell services, and night audit teams. This position ensures exceptional guest experience by maintaining a high service standards, staff training, and operational efficiency. The Front Office Manager plays a critical role in guest satisfaction, team leadership, revenue optimization, and brand representation, ensuring every guest interaction reflects the highest level of hospitality The Front Desk Manager plays a crucial role in striving to meet and exceed Four-Star service standards, delivering high-quality service and amenities with strong attention to detail, ensuring excellence in every guest interaction, and consistently exceeding expectations.

Requirements

Food handler’s license and liquor server permits as required by state law (or ability to obtain)
Proof of eligibility to work in the United States
Reliable transportation to and from work
Ability to work a flexible schedule including evening, weekends and holidays
Reliable and consistent attendance
Must be able to perform simple grasping, fine manipulation, and repetitive hand and arm movements frequently
Must be able to lift 50 pounds occasionally and often exert up to 20 pounds of force to push, pull, carry, lift or otherwise move objects
Must be able to bend, squat, crawl, kneel, push, pull, and walk on uneven surfaces on an occasional basis
While primarily an indoor job, must be able to walk outside in a variety of weather conditions (rain, wind, snow, heat)
Must be able to climb stairs both inside and outside in a variety of weather conditions

Nice To Haves

High School Diploma or GED preferred
3+ years of Manager experience preferred
Hospitality / hotel work experience preferred

Responsibilities

Welcome guests with a polished and professional demeanor, overseeing processes to ensure a smooth check-in and check-out process
Provide detailed information about the hotel, its amenities, and expert-level local recommendations
Handle guest complaints, requests, and concerns with professionalism and discretion, using the Oxford Collection guest recovery, and service gestures consistent with Forbes service standards
Remain available to guests at all times and communicate frequently with housekeeping, maintenance, and Food and beverage staff
Monitor guest satisfaction scores, implement improvements, and track service trends
Take corrective action to solve deficiencies to ensure Four-Diamond standards are met and maintained
Ensure accurate room inventory management, report any guest incidents to management, and maintain up-to-date availability information in the reservations system.
Coordinate with various departments (housekeeping, maintenance, food and beverage) to ensure smooth operations and guest satisfaction
Handle VIP guest requests, special accommodations, and high-profile arrivals
Always provide a high level of customer service, taking time with our guests to ensure every aspect of their stay is up to expectations
Supervise and evaluate the performance of Front Desk Agents and supervisors, providing training, guidance
Make recommendations on performance and discipline as needed
Implement company programs and supervise daily front desk operations to comply with SOPs, maximize revenues, and motivate team members
Review billing disputes and adjustments, ensuring accuracy and guest satisfaction.
Maintain thorough knowledge of hotel promotions, special events, and seasonal offerings
Reports any guest incidents to property management team
Manage time and attendance records, including scheduling, ensuring compliance with company policies and addressing any discrepancies
Serve as a role model for clerks and other employees
Obtain sales leads for the sales department and support other hotel functions as needed
Train and mentor front desk staff, providing performance evaluations and resolving problems through open communication
Lead pre-shift meetings, ensuring the team is informed of daily priorities and VIP guests
Performance management and evaluation of the Front Desk Agents, providing training & guidance, and resolving problems through open communication
Review time and attendance records, assist in scheduling, monitor compliance with company policies, scheduled breaks and overtime regulations, and address any discrepancies in a timely manner
Make decisions based on experience and good judgment, adapting approaches as needed to accommodate unusual situations
Maintain integrity, confidentiality, and sensitivity when working with both internal and external clients and guests
Works with front desk staff to ensure that the hotel meets cleanliness and sanitation standards
Complete a daily activity log with pertinent shift information for co-workers and leadership team
Adhere to attendance policies and maintain regular availability for scheduled shifts
May participate in the drivers program or other hotel-related duties as assigned