Front Desk Manager OEM/HM

Crestline Hotels & Resorts • Frisco, CO

2d

About The Position

The Front Desk Manager assists with planning, directing, coordinating, and executing activities and personnel across front office departments, including the front desk, bell/door, and concierge where applicable. The role ensures front office activities are performed professionally, consistently with standards, and at a high level of service. The manager helps build and maintain a competent, motivated, and empowered staff by leading, training, coaching, motivating, engaging, and providing daily feedback. In the absence of a Front Office Manager, the Front Desk Manager fulfills that role.

The position oversees operational readiness and service quality, responds to hotel operating demands and guest feedback, supports staffing and employee development, and prepares departmental financial and payroll forecasts. It also monitors public-area security, establishes supply and equipment par levels, and helps maintain a professional work environment.

Requirements

• High school diploma, GED, or equivalent work experience.
• Two years of experience in Rooms Division management.
• Computer skills.
• Experience with hotel information systems.

Nice To Haves

• Familiarity with Microsoft Office.

Responsibilities

• Lead and mentor the hotel's front office employees.
• Maintain complete knowledge of front office policies and service procedures, hotel features and services, room types and rates, packages and promotions, daily arrivals and departures, room availability, and scheduled in-house group activities.
• Conduct daily walk-throughs of front office areas, checking staffing, appearance, attitude, cleanliness, maintenance, service, merchandising, operational quality and consistency, and storage-area organization, cleanliness, inventories, and equipment care; instruct personnel to correct deficiencies.
• Review and respond to daily operational demands related to the hotel.
• Prepare weekly, monthly, quarterly, and yearly departmental financial and payroll forecasts.
• Monitor and handle guest comments.
• Monitor the security of hotel public areas.
• Establish par levels for supplies and equipment.
• Monitor the effectiveness of the departmental staffing guide.
• Provide training, development, professional discipline, and support to department employees to uphold standards and foster growth and development.
• Monitor interviewing and selection for departmental positions to support consistent direction, development, motivation, morale, and efficiency.
• Create and maintain a quality, professional work environment.
• Administer performance evaluations for departmental employees.
• Anticipate and promptly respond to guest and employee needs; promote positive guest relations.
• Conduct pre-shift meetings to review information relevant to the day's business.
• Facilitate departmental strategic planning meetings.
• Fulfill the Front Office Manager role in their absence.

Benefits

• Medical, dental, and vision options
• Paid time off
• 401(k) savings plan with company match
• Volunteer opportunities
• Educational assistance
• Travel discounts
• Some positions are eligible for incentives and/or bonuses; benefits may vary by location

What This Job Offers

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