Front Desk Manager

Performance Hospitality•Fort Lauderdale, FL

8d•$1 - $1•Onsite

About The Position

The Front Desk Manager leads front desk and lobby operations to provide a seamless guest experience from arrival through departure. The role coaches the team, manages schedules and service standards, safeguards revenue and cash controls, and coordinates with other departments to ensure room readiness and guest satisfaction. The manager oversees front-office systems and reporting, supports revenue and inventory planning, and ensures compliance with safety, privacy, PCI, and ADA policies.

Requirements

2–4+ years of front office experience, including at least 1 year in a supervisor or assistant manager role; hospitality experience preferred.
Strong guest-service, coaching, and conflict-resolution skills, with the ability to communicate calmly and clearly under pressure.
Proficiency with a property management system such as Opera/Cloud PMS, POS systems, payment terminals, and Microsoft 365 or Google Workspace.
Understanding of cash handling, chargebacks, direct billing, and basic revenue and inventory concepts.
Flexible availability for nights, weekends, and holidays as needed.
Reliable and detail-oriented.
Ability to stand and walk for extended periods and use a computer and phone frequently.
Ability to lift, push, or pull up to 25 lbs occasionally.

Nice To Haves

Bilingual ability.
Associate or bachelor’s degree in Hospitality or Business.

Responsibilities

Oversee check-in and check-out, room assignments, key control, payment authorizations, and service recovery.
Maintain a visible presence in the lobby to reduce wait times and resolve guest escalations with empathy and urgency.
Recruit, train, schedule, and coach Front Desk Agents and Night Auditors; lead pre-shift huddles and one-on-one meetings.
Set standard operating procedures and service standards, recognize strong performance, and address performance gaps.
Maintain rate integrity and upsell programs; ensure accurate billing and manage banks, deposits, refunds, chargebacks, and direct-bill procedures.
Review daily reports, including no-shows, variances, and adjustments, and implement corrective actions.
Coordinate with Housekeeping and Engineering regarding room readiness, out-of-order/out-of-inventory rooms, and rapid room turnarounds.
Communicate group resumes, VIPs, early arrivals, late checkouts, and special requests.
Serve as system owner for property management systems, point-of-sale systems, and payment terminals; train users and troubleshoot issues.
Deliver daily and weekly performance indicators, including occupancy, ADR, RevPAR, upselling, queue times, and service-recovery trends.
Uphold PCI, ADA, privacy, and safety policies; maintain accurate logs and incident reports.
Oversee night audit close procedures and distribution of daily reports.
Collaborate with Sales and Revenue on inventory and overbooking or walk plans, and support events as needed.