Front Desk Manager

The Front Office Manager leads all front desk and lobby operations to deliver a seamless arrival-to-departure experience. You'll coach the team, manage schedules and standards, safeguard revenue and cash controls, and partner across departments to keep rooms ready and guests delighted.

Key Responsibilities

• Guest Experience & Operations

• Oversee check-in/out, room assignments, key control, payment authorizations, and service recovery.

• Maintain lobby presence to reduce wait times and resolve escalations with empathy and urgency.

• Team Leadership

• Recruit, train, schedule, and coach Front Desk Agents/Night Auditors; run pre-shift huddles and 1:1s.

• Set clear SOPs/service standards; recognize top performers and address gaps promptly.

• Revenue, Controls & Cashiering

• Ensure rate integrity, upsell programs, and accurate billing; manage banks, deposits, refunds, chargebacks, and direct-bill procedures.

• Review daily reports (no-shows, variances, adjustments) and implement corrective actions.

• House Status & Coordination

• Partner with Housekeeping/Engineering on room readiness, OOO/OOI management, and rapid turnarounds.

• Communicate group resumes, VIPs, early arrivals/late checkouts, and special requests.

• Systems & Reporting

• Serve as system owner for PMS/POS/payment terminals; train users and troubleshoot.

• Deliver daily/weekly KPIs (occupancy, ADR, RevPAR, upsell, queue times, service recovery trends).

• Compliance & Safety

• Uphold PCI, ADA, privacy, and safety policies; maintain accurate logs and incident reports.

• Oversee night audit close procedures and distribution of daily reports.

• Cross-Functional Support

• Collaborate with Sales/Revenue on inventory and overbooking/walk plans; support events as needed.

Benefits We Offer:

• Competitive Salary: A comprehensive and competitive compensation package.
• Performance Bonuses: Based on company and individual performance.
• Health Benefits: Full medical, dental, and vision coverage.
• Retirement Savings: 401(k) plan with company match to help secure your financial future.
• Paid Time Off (PTO): Generous vacation, sick leave, and paid holidays to promote work-life balance.
• Professional Development: Opportunities for career advancement, mentorship, and ongoing learning.
• Employee Discounts: Discounts on hotel stays and services across PHM properties.
• Wellness Programs: Access to health and wellness initiatives to support a balanced lifestyle.
• Flexible Work Environment: Options for flexible scheduling and work arrangements to promote work-life balance.

Performance Hospitality Management (PHM) is an Equal Opportunity Employer (EEO):

PHM is committed to diversity, equity, and inclusion in the workplace. We provide equal employment opportunities to all qualified individuals regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, disability, or age. We embrace diversity and are committed to creating an inclusive environment for all employees.

• 2-4+ years of front office experience with 1+ year in a supervisor/assistant manager role (hospitality preferred).

• Strong guest service, coaching, and conflict-resolution skills; calm, clear communicator under pressure.

• Proficient with PMS (e.g., Opera/Cloud PMS), POS, payment terminals, and Microsoft 365/Google Workspace.

• Solid understanding of cash handling, chargebacks, direct-bill, and basic revenue/inventory concepts.

• Flexible availability (nights/weekends/holidays as needed); reliable and detail-oriented.

• Bilingual a plus; associate or bachelor's degree in Hospitality/Business preferred.

Physical Requirements

• Stand/walk for extended periods; frequent computer/phone use.

• Lift/push/pull up to 25 lbs occasionally (luggage, packages).