Front Desk Manager
About The Position
The Front Desk Manager leads front desk and lobby operations at B Ocean Resort in Fort Lauderdale, Florida, overseeing the guest experience from arrival through departure. The role coaches the front desk team, manages schedules and service standards, safeguards revenue and cash controls, and coordinates with other departments to ensure rooms are ready and guests receive attentive service. The manager oversees front desk systems, reporting, room status coordination, compliance, and safety. They also collaborate with Sales and Revenue on inventory and overbooking plans and support events as needed. The position requires flexible availability, including nights, weekends, and holidays as needed, and involves extended periods of standing and walking, regular computer and phone use, and occasional lifting, pushing, or pulling of up to 25 pounds.
Requirements
- 2–4+ years of front office experience, with at least 1 year in a supervisor or assistant manager role; hospitality experience preferred.
- Strong guest service, coaching, and conflict-resolution skills.
- Ability to communicate calmly and clearly under pressure.
- Proficiency with PMS, such as Opera or Cloud PMS, POS, payment terminals, and Microsoft 365 or Google Workspace.
- Understanding of cash handling, chargebacks, direct-bill procedures, and basic revenue and inventory concepts.
- Flexible availability for nights, weekends, and holidays as needed.
- Reliable and detail-oriented.
- High school education level listed.
Nice To Haves
- Bilingual ability.
- Associate or bachelor’s degree in Hospitality or Business preferred.
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 escalations with empathy and urgency.
- Recruit, train, schedule, and coach Front Desk Agents and Night Auditors; conduct pre-shift huddles and one-on-ones.
- Set standard operating procedures and service standards, recognize strong performance, and address performance gaps.
- Ensure rate integrity, upsell programs, and accurate billing; 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 on room readiness, out-of-order/out-of-inventory rooms, and rapid turnarounds.
- Communicate group resumes, VIPs, early arrivals, late checkouts, and special requests.
- Own front office systems, including PMS, POS, and payment terminals; train users and troubleshoot issues.
- Deliver daily and weekly KPIs, including occupancy, ADR, RevPAR, upsell, 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/walk plans, and support events as needed.
Benefits
- Competitive compensation package.
- Performance bonuses based on company and individual performance.
- Full medical, dental, and vision coverage.
- 401(k) plan with company match.
- Paid time off, including vacation, sick leave, and paid holidays.
- Professional development, career advancement, mentorship, and ongoing learning opportunities.
- Employee discounts on hotel stays and services across PHM properties.
- Health and wellness initiatives.
- Flexible scheduling and work arrangements.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
