Resort Front Desk Manager

Glenwood Hot Springs Resort•Glenwood Springs, CO

2d•$65,000 - $75,000•Onsite

About The Position

This position plays a key role in creating a welcoming first impression, supporting daily hotel operations, and ensuring guests receive friendly, professional, and solution-oriented service throughout their stay. The Resort Front Desk Manager will engage with guests throughout the Resort, including at the Lodge and Hotel 1888, acting as Hotel Manager on Duty (MOD) in absence of the Resort Hotel Manager and Assistant Resort Hotel Manager.

Requirements

Previous hotel front desk experience.
Prior leadership experience in at least a lead or supervisor role; front desk manager or assistant manager experience preferred.
Ability and willingness to work any shift, including mornings, evenings, weekends, holidays, and occasional overnight shifts as needed.
Strong guest service skills and a calm, patient approach with both guests and staff.
Positive attitude and ability to lead by example.
Strong problem-solving skills with the ability to find solutions instead of simply identifying problems.
Ability to communicate professionally with guests, co-workers and other departments.
Strong organizational skills and attention to detail.
Ability to work well under pressure in a busy hotel environment.
Basic computer skills, and ability to learn hotel systems.
High School Diploma or equivalent required.
Formal management, front desk or reservations training or equivalent skill and experience.

Nice To Haves

Experience with hotel property management systems.
Experience training, coaching or scheduling front desk staff.
Resort, independent hotel, or high-volume hospitality experience.
Bilingual English/Spanish skills are a plus.

Responsibilities

Lead the daily operations of the hotel front desk, including check-ins, check-outs, guest requests, room assignments, reservations support, and general hotel communication.
Provide leadership, coaching and support to front desk agents to ensure consistent guest service and professional standards.
Set the tone for a positive, patient, and helpful front desk environment for both guests and employees.
Assist with scheduling, shift coverage, training and accountability for the front desk team.
Be available to work any shift as needed to support hotel operations.
Handle guest concerns, complaints and special requests in a calm, professional and solution-focused manner.
Partner with housekeeping, maintenance reservations, and other departments to resolve guest issues quickly and effectively.
Monitor arrivals, departures, room status, guest notes, billing issues, and special requests to help ensure smooth daily operations.
Support front desk agents with difficult guest interactions, operational questions, system issues, and service recovery situations.
Help create and maintain checklists, procedures, and daily goals that keep the front desk organized and consistent.
Ensure front desk staff are following hotel policies, cash handling procedures, safety expectations and service standards.
Communicate clearly with hotel leadership regarding guest issues, staffing needs, operational challenges, and opportunities for improvement.
Look for ways to improve the guest experience and make front desk operations more efficient.
Maintain a professional appearance, attitude and presence as a leader of the hotel team.