The Front Desk Manager, reporting directly to the Front Office Manager, is responsible for administering front desk functions and supervising staff on a daily basis. Front office areas include Concierge, Reservation, PBX, Guest Services, Business Center, Executive Lounge/Executive Floor and Front Desk. Sometimes, front desk manager also manages the executive lounge that has no executive lounge manager but a supervisor or a captain. In some small hotels, because the total number of employees in front office is less than the number of front desk staff in medium or large hotels, there are only front desk managers who oversee the whole front office functions. Though Front Desk Manager and Front Office Manager are two different positions.
Supporting Management of Front Desk Team
- Updates / monitors daily payroll, ensuring all front desk associates are punching in/out correctly.
- Creates front desk schedules for associates to present for approval to Front Office Manager.
- Oversees Cash and Bank handling procedures with all associates on a daily basis and ensures adherence to company standards.
- Conducts arrival and departure audits.
- Assists Guests Service Agents as needed with unresolved problems which arise during the shift and takes a “hands on” approach with guest “check in” and “check out”.
- Provides updated room availability and rate information to guest service agents and other managers as directed.
- Ensures that housekeeping discrepancy reports are resolved.
- Generates variance report on rates, guest types and group and a credit limit report each shift.
- Fulfills any special requests and ensures special room assignments are completed for individual and group arrivals.
- Ensures all associates have completed their work prior to the end of the work shift, including checklists, cash drops, etc.
- Pre-Shifts arriving associates on daily information and any special instructions prior to the start of their shift.
- Ensures GSA Collateral duties list is complete.
- Prepares and participates in Coaching / Counseling process (Disciplinary Action Forms) for Front Office Manager to review and facilitate.
- Ensures front desk staff is trained in all front desk operations, including check-in/check-out procedures, telephone procedures, hotel amenities and computer systems.
- Leads and assists in Revenue Management functions as requested. Actively participates in conference calls with Corporate Management and any calls with brand revenue management centers
- Ensures front desk staff is trained in and follows financial control procedures for cash, vouchers, inventories and receivables.
- Produce accurate financial reports on time.
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Encourages and building mutual trust, respect, and cooperation among team members.
- Serving as a role model to demonstrate appropriate behaviors.
- Handles employee questions and concerns.
- Supervises and manages employees. Manages all Front Desk day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
- Supports daily Front Desk shift operations.
- Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
- Supervises and supports all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.
Maintaining Guest Services and Front Desk Goals
- Manages front desk day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Develops specific front desk goals and plans to prioritize, organize, and accomplish your work.
- Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Supervises front desk staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
- Understands the impact of department's operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
Ensuring Exceptional Customer Service
- Provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Responds to and handles guest problems and complaints.
- Sets a positive example for guest relations.
- Empowers employees to provide excellent customer service.
- Observes service behaviors of employees and provides feedback to individuals.
- Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
- Ensures employees understand customer service expectations and parameters.
- Interacts with guests to obtain feedback on product quality and service levels.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Managing Projects and Policies
- Implements the customer recognition/service program, communicating and ensuring the process.
- Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
- Supervises same day selling procedures to maximize room revenue and control property occupancy.
- Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.
- Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
Supporting Human Resource Activities
- Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- Solicits employee feedback, utilizes an open door policy and reviews employee satisfaction results to identify and address employee problems or concerns.
- Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
- Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
- Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
- Participates in employee progressive discipline procedures.
- Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
- Analyzes information and evaluating results to choose the best solution and solve problems.
- Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
- Performs all duties at the Front Desk as necessary.
- Runs Front Desk shifts whenever necessary.
- Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
The national average salary for a Hotel Front Desk Manager is $33,104 in United States. Salary estimates are based on 2,320 salaries submitted anonymously to Glassdoor by Hotel Front Desk Manager employees.
According to salary.com, the average Front Desk Manager salary in the United States is $47,251 as of May 31, 2019, but the range typically falls between $37,377 and $57,590. Salary ranges can vary widely depending on many important factors, including education, certifications, additional skills, the number of years you have spent in your profession. The base salary for Front Desk Manager ranges from $37,377 to $57,590 with the average base salary of $47,251. The total cash compensation, which includes base, and annual incentives, can vary anywhere from $39,756 to $61,388 with the average total cash compensation of $50,350.
The average salary for a Front Desk Manager is $14.23 per hour ($29,698/year; 40 hours/week * 52 weeks) in the United States. Salary estimates are based on 7,283 salaries submitted anonymously to Indeed by Front Desk Manager employees, users, and collected from past and present job advertisements on Indeed in the past 36 months. The typical tenure for a Front Desk Manager is 1-3 years.
According to payscale.com, an entry-level Front Desk Manager with less than 1 year experience can expect to earn an average total compensation (includes tips, bonus, and overtime pay) of $11.96 based on 191 salaries. An early career Front Desk Manager with 1-4 years of experience earns an average total compensation of $12.61 based on 684 salaries. A mid-career Front Desk Manager with 5-9 years of experience earns an average total compensation of $13.14 based on 387 salaries. An experienced Front Desk Manager with 10-19 years of experience earns an average total compensation of $14.09 based on 202 salaries. In their late career (20 years and higher), employees earn an average total compensation of $15.
Strong oral and written communication, decision-making, organization and leadership skills.
Comprehensive knowledge of personal computers and various property specific applications, such as Epitome, Word, Excel, Outlook, Internet, Call Accounting/NEC, On Command, Key card and guest response systems
Ability to perform effectively under high pressure/volume, self-motivated, high energy and enthusiastic
Proven team leader or displays high leadership potential with a high level of energy and motivation.
Results oriented with an emphasis on both individual and team accountabilities.
Direct experience in front office operations.
Education and Experience
High school diploma or GED; 2-year experience in the guest services, front desk, or related professional area.
2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
Previous management experience or leadership role.
Fire Safety Certificate.