Front Desk Manager

HM Alpha Hotels & Resorts • Durham, NC

13d

About The Position

The Front Desk Manager plays a key role in creating an exceptional first and lasting impression for every guest. This role impacts guest satisfaction, operational efficiency, team engagement, and overall brand reputation. HOW YOU'LL SHAPE THE EXPERIENCE & FUTURE Lead and mentor the front desk team to deliver exceptional guest service at all times Oversee daily front desk operations, ensuring smooth check-in/check-out processes Handle escalated guest concerns with professionalism and a solutions-first approach Implement and maintain efficient procedures to improve guest flow and accuracy in transactions Coordinate with other departments to ensure seamless communication and service delivery Monitor front desk performance metrics and identify opportunities for improvement Manage scheduling, training, and performance evaluations for front desk staff Ensure compliance with company policies, service standards, and safety regulations Other duties as assigned

Requirements

• Strong leadership with the ability to motivate and coach a service-driven team
• Excellent communication skills to interact effectively with guests, team members, and management
• Calm and solution-oriented approach to resolving guest concerns and operational challenges
• Detail-oriented mindset to ensure accuracy in reservations, billing, and reporting
• Ability to multitask in a fast-paced environment while maintaining professionalism
• Proficiency in front desk systems and technology (PMS knowledge preferred)
• 2+ years in a front desk supervisory role within hospitality or a similar guest service environment
• Proven track record of managing a team, scheduling shifts, and conducting training
• Experience handling escalated guest concerns and ensuring service recovery
• Knowledge of front desk systems, reservation processes, and payment handling procedures
• Strong organizational skills with the ability to oversee daily operations and meet performance goals
• High school diploma or equivalent required
• Successful completion of a criminal background check is required prior to employment.

Nice To Haves

• Bachelor's degree in hospitality management, business administration, or a related field preferred
• Additional certifications in customer service, hospitality operations, or leadership are a plus

Responsibilities

• Lead and mentor the front desk team to deliver exceptional guest service at all times
• Oversee daily front desk operations, ensuring smooth check-in/check-out processes
• Handle escalated guest concerns with professionalism and a solutions-first approach
• Implement and maintain efficient procedures to improve guest flow and accuracy in transactions
• Coordinate with other departments to ensure seamless communication and service delivery
• Monitor front desk performance metrics and identify opportunities for improvement
• Manage scheduling, training, and performance evaluations for front desk staff
• Ensure compliance with company policies, service standards, and safety regulations
• Other duties as assigned

Benefits

• Generous medical, dental, and vision available first of the month following hire date, includes FSA, HSA, and Dependent Care
• Disability Insurance
• Life Insurance
• Employee Assistance Program
• Supplemental benefits
• 401k matching
• Employee discount program
• Vacation and Sick Time

What This Job Offers

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