Front Desk Manager

Shaner Hotels • Newark, NJ

3d • Onsite

About The Position

The Front Office Manager is a key operational leader in the hotel, responsible for guiding the team that creates exceptional guest experiences. This role involves developing people, solving problems, anticipating challenges, and maintaining operational excellence in a dynamic hospitality environment. The Front Office Manager works closely with the Hotel Manager and Executive Leadership Team, contributing to daily operations, guest satisfaction, financial performance, and overall hotel success. The position requires a leader who can think quickly, adapt constantly, and lead by example, overseeing not just check-ins and check-outs, but also serving as the operational heartbeat of the hotel. The successful candidate will be a confident decision-maker, a strong people leader, and a dependable presence for both guests and associates.

Requirements

• High school diploma or equivalent.
• Minimum 2 years of hotel supervisory experience, including Front Office leadership responsibilities preferred.
• Strong understanding of hotel operations, guest service, and front office procedures.
• Experience leading teams in a fast-paced hospitality environment.
• Excellent communication, conflict-resolution, and decision-making skills.
• Strong organizational and time-management abilities.
• Ability to analyze situations, make decisions quickly, and follow through effectively.
• Working knowledge of hotel systems, financial controls, labor management, and revenue management concepts.
• Ability to work independently with minimal supervision.
• Professional demeanor and the ability to maintain composure in a fast-moving environment.

Nice To Haves

• Previous Marriott experience.
• Experience with hotel property management systems.
• Some college coursework or degree.
• Spanish language proficiency a plus.

Responsibilities

• Lead all Front Office operations, including Front Desk, Reservations, Night Audit, and guest service functions.
• Recruit, train, coach, and develop a high-performing guest services team.
• Create schedules, manage labor expenses, and ensure appropriate staffing levels based on business demands.
• Monitor guest satisfaction and resolve concerns professionally and effectively.
• Review daily business levels and anticipate operational challenges before they arise.
• Ensure compliance with all Shaner, Marriott, and hotel policies, procedures, and brand standards.
• Manage cash controls, credit procedures, room inventory, and financial accountability within the department.
• Partner closely with Housekeeping, Engineering, Sales, Food & Beverage, and Accounting to ensure seamless hotel operations.
• Monitor occupancy, room availability, room type balancing, and yield management initiatives.
• Assist with budgeting, forecasting, labor management, and financial performance goals.
• Handle guest, employee, and operational issues with professionalism, urgency, and sound judgment.
• Serve as Manager on Duty and hotel leader as business demands require.
• Support training, coaching, and performance management initiatives to develop future hospitality leaders.
• Maintain strong communication across all departments to ensure a consistent guest experience and efficient hotel operations.

Benefits

• The Courtyard Newark – University of Delaware offers a unique hospitality environment at the intersection of higher education, athletics, business travel, and community engagement.
• As Front Office Manager, you will play a key leadership role in shaping the guest experience, developing future hospitality professionals, and driving the operational success of the hotel.
• You'll join a collaborative leadership team where your voice matters, your contributions are visible, and your ability to influence the success of the hotel extends well beyond the Front Desk.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED