Front Desk Manager

Gravity Haus • Steamboat Springs, CO

4d • $60,000 - $70,000 • Onsite

About The Position

The Front Desk Manager (Haus Experience Manager) is responsible for leading the daily operations of the Front Desk and Haus Experience team, ensuring exceptional service, operational excellence, and memorable guest and member experiences. This role provides hands-on leadership to the Front Desk team, oversees guest arrival and departure experiences, drives service standards, and serves as a key operational leader within the property. The Front Desk Manager partners closely with department leaders to ensure seamless communication, efficient operations, and a consistently elevated experience for guests, members, and owners. The ideal candidate is a hospitality professional who thrives in a fast-paced environment, enjoys leading teams, solving problems, and creating meaningful guest experiences.

Requirements

• 3+ years of Front Office, Guest Services, or Hotel Operations leadership experience.
• Previous experience supervising or managing hospitality teams.
• Strong understanding of hotel operations, reservations, and property management systems.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Proven ability to lead teams, drive accountability, and develop employees.
• Highly organized with strong attention to detail and follow-through.
• Comfortable making decisions and solving problems in a dynamic environment.
• Passion for hospitality, guest experience, and creating memorable moments.

Nice To Haves

• Experience with hotel PMS systems and hospitality technology platforms preferred.

Responsibilities

• Lead the day-to-day operations of the Front Desk/Haus Experience team.
• Recruit, train, coach, and develop Front Desk team members.
• Create schedules that balance service standards, business needs, and labor budgets.
• Conduct performance reviews, provide ongoing coaching, and address performance concerns when necessary.
• Ensure team members consistently deliver exceptional guest and member service.
• Maintain coverage and operational efficiency across all shifts.
• Oversee the arrival, departure, and overall guest journey to deliver a personalized and memorable experience.
• Support and enhance pre-arrival communication and guest engagement efforts.
• Resolve guest, member, and owner concerns promptly and professionally.
• Monitor guest feedback, surveys, online reviews, and Net Promoter Scores (NPS) and implement action plans for continuous improvement.
• Ensure welcome amenities, special requests, and guest recognition programs are executed consistently.
• Maintain accurate room inventory and ensure proper system connectivity across distribution channels.
• Support reservation processes, room assignment strategies, and operational readiness.
• Collaborate with Revenue Management and property leadership to identify opportunities to maximize occupancy and revenue.
• Ensure room status accuracy and effective communication between Front Desk and Haus-Keeping teams.
• Serve as Manager on Duty (MOD) and primary escalation point for operational, guest, and team issues.
• Review daily operational reports and ensure timely follow-up on outstanding items.
• Coordinate with department leaders to address service recovery opportunities and operational challenges.
• Maintain a visible presence throughout the property and support all departments as needed.
• Develop and maintain Front Desk training materials, SOPs, and service standards.
• Train team members on Gravity Haus systems, service expectations, and membership programs.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Support onboarding and ongoing professional development of team members.
• Ensure compliance with company policies, procedures, and brand standards.
• Maintain operational systems and processes to drive efficiency, accuracy, and consistency.
• Monitor department expenses and contribute to annual planning and budgeting efforts.
• Support sustainability initiatives by identifying opportunities to reduce waste and improve operational efficiency.
• Build strong partnerships with Haus-Keeping, Food & Beverage, Membership, Sales, and other property departments.
• Collaborate with leadership teams to support property goals, special events, and guest experience initiatives.
• Act as a positive ambassador for Gravity Haus, its culture, values, and community.

Benefits

• health insurance
• 401(k) with company match
• All-In Gravity Haus Membership (includes adventure perks like discounted stays, gear rentals, wellness programming, and more)
• Relocation Assistance Available (including temporary housing support)

What This Job Offers

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