Front Desk Manager

BUXTON HOTEL LLC • Fort Collins, CO

21d • $19 - $20 • Onsite

About The Position

The Front Desk Manager is the front line of the guest experience, responsible for the first and last impressions guests have of the hotel. This is a working leadership role where the manager supervises and works alongside the front desk team, setting the standard through direct action. The role involves managing daily front office operations, ensuring seamless guest experiences, and maintaining operational efficiency.

Requirements

• 2+ years in hotel front office experience.
• 1+ year of leading or supervising experience, or equivalent.
• A track record of calming upset guests without managerial intervention.
• Comfort with a property management system.
• Ability to work a variable schedule including evenings, weekends, overnights, and holidays.
• Reliable transportation and the ability to report to work on short notice for shift coverage.
• Must be 18 or older and legally authorized to work in the U.S.

Nice To Haves

• Autoclerk experience.
• Best Western experience.
• Conversational Spanish.

Responsibilities

• Deliver warm, personal, helpful service at check-in, through the stay, and at departure.
• Own guest problems on shift: listen, apologize, fix, and follow up.
• Monitor and respond to guest feedback through various channels (Medallia, Google, Best Western).
• Identify and report root causes of guest issues to the General Manager.
• Supervise front desk agents and night audit staff, providing real-time coaching.
• Train new team members on systems, brand standards, and service expectations.
• Cross-train team members to ensure broad coverage.
• Make hiring and performance recommendations to the General Manager.
• Ensure all front desk shifts are staffed, including finding replacements for call-outs or no-shows, and working shifts if necessary.
• Maintain a tested call list of cross-trained team members and name backups for overnight and weekend shifts.
• Remain reachable by phone off-shift for staffing emergencies.
• Run daily front office operations in Autoclerk, including reservations, rooming, group blocks, and folios.
• Review night audit reports daily and correct posting and rate errors.
• Reconcile cash banks and card batches, maintaining cash handling controls.
• Coordinate daily with housekeeping on room readiness and with The Caldwell on guest events.
• Execute Best Western Signature Collection standards, including Best Western Rewards enrollment.
• Complete incident reports same-day.
• Safeguard guest privacy and payment data.

Benefits

• 401(k)
• Competitive salary
• Employee discounts
• Paid sick leave under the Colorado Healthy Families and Workplaces Act
• Paid time off
• Colorado FAMLI
• Eligibility for group medical, dental, vision, and life insurance program (subject to plan terms and waiting periods)
• Team dining discounts at The Caldwell
• Best Western associate room rates

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed