Front Desk Manager

Hersha Hospitality Management LP•Arlington, VA

10d

About The Position

The Front Desk Manager manages front desk operations to ensure staff meet company operational standards while providing the highest level of guest service. The role oversees front office operations in the absence of the Assistant General Manager and remains an active participant at the front desk, assisting guests with check-in and check-out, bills, and requests. The manager works to resolve guest concerns, improve guest satisfaction, support hotel financial and operational controls, and ensure staff are informed about current brand procedures and standards. The role also supports associate development, front office budgets and forecasts, inventory, group rooming processes, and efficient guest-room occupancy. It may assist with hotel food and beverage operations when needed. The position follows HHM’s EarthView sustainability guidelines and established workplace safety standards. The stated potential career path is Front Office Manager, Rooms Division Manager, and Assistant General Manager.

Requirements

1 to 3 years of hospitality-related experience, including front desk operations experience.
Associate’s or Bachelor’s degree preferred.

Nice To Haves

Associate’s or Bachelor’s degree.

Responsibilities

Interview, select, train, schedule, coach, and support associates, ensuring they follow brand or hotel standards and HHM core values.
Oversee front office operations in the absence of the Assistant General Manager.
Participate in front desk operations, including checking guests in and out, preparing bills, and handling guest requests.
Research and resolve guest complaints and concerns using effective solutions.
Respond to brand Guest Alerts as needed.
Monitor guest satisfaction scores and work to improve departmental and overall guest satisfaction.
Participate in lobby ambassador activities and other individual guest interactions to encourage relationships and repeat stays.
Assist with hotel food and beverage operations when needed, where applicable.
Assist in monitoring front office financial operations and ensure compliance with accounting controls and procedures.
Assist in developing, implementing, and monitoring department-wide daily, weekly, monthly, and annual budgets and forecasts.
Review guest correspondence and incident logs and direct staff based on the information obtained.
Review brand correspondence for updates to procedures and standards and communicate updates to staff.
Ensure front office supplies and gift shop or market merchandise are stocked and inventory is maintained.
Coordinate with the Sales office to input and maintain group resumes and rooming lists.
Monitor guest-room occupancy to use rooms efficiently and minimize overbooking.
Follow sustainability guidelines and practices related to HHM’s EarthView program.
Practice safe work habits, wear protective safety equipment, and follow MSDS and OSHA standards.
Perform other duties as requested by management.