Front Desk Manager

Hotel Equities Group, LLC•Wichita, KS

About The Position

The Front Desk Manager oversees day-to-day guest services and front office operations to ensure an exceptional guest experience. The role provides leadership to Guest Services and Front Office associates, resolves guest concerns, maintains service standards, and supports efficient, professional operations in accordance with hotel and brand standards. The position also supports hotel management in achieving guest satisfaction, revenue, service, and operational goals.

Requirements

Previous hotel, guest services, front office, or hospitality experience is required.
Strong guest-service and communication skills.
Ability to resolve guest concerns and service issues professionally.
Strong organizational, problem-solving, and time-management skills.
Ability to lead, coach, and motivate associates in a fast-paced environment.
Ability to work independently and as part of a team.
Professional appearance and demeanor.
Ability to work flexible hours, including evenings, weekends, and holidays, as needed.

Nice To Haves

Previous supervisory or leadership experience.
Experience with Property Management Systems (PMS).
Experience with Point-of-Sale (POS) systems.
Experience with guest messaging and communication platforms.
Experience with online travel agency (OTA) and reservation systems.
Experience with Microsoft Office Suite.
Experience with mobile or handheld hotel communication tools.

Responsibilities

Provide leadership, direction, and support to Guest Services and Front Office associates.
Oversee daily guest services operations, including check-in, check-out, reservations, room assignments, and guest requests.
Ensure guests receive a warm, professional, and welcoming experience throughout their stay.
Monitor guest satisfaction and respond to questions, concerns, and service recovery opportunities.
Resolve guest issues and complaints with appropriate judgment, urgency, and follow-through.
Assist with training, coaching, and development of Guest Services associates.
Monitor front desk operations, lobby presentation, and guest service areas for cleanliness, organization, and brand standards.
Coordinate with Housekeeping, Maintenance, Food & Beverage, and other hotel departments to address guest needs efficiently.
Review and maintain accurate guest information, room status, billing, and payment details according to hotel procedures.
Assist with daily operational reports, cash handling, deposits, and other front office administrative responsibilities.
Support the management team in achieving guest satisfaction, revenue, service, and operational goals.
Monitor staffing levels and assist with scheduling to ensure appropriate coverage based on business needs.
Promote hotel amenities, services, and programs and identify opportunities to enhance the guest experience.
Ensure compliance with hotel policies, brand standards, safety procedures, and applicable regulations.
Communicate important guest, operational, and maintenance information to hotel leadership and relevant departments.
Perform other duties as assigned.