- Oversee all front desk operations during PM shift, ensuring smooth and efficient service delivery
- Lead, coach, and support Front Desk Agents to deliver exceptional guest experiences
- Ensure accurate check-in/check-out procedures, including proper payment authorization and incidental holds
- Monitor room inventory, availability, and daily arrivals/departures to optimize occupancy and guest flow
- Handle guest complaints and service recovery promptly, professionally, and effectively
- Ensure compliance with all SOPs, brand standards, and cash handling procedures
- Review and approve room moves, upgrades, rate changes, and guest billing adjustments
- Collaborate with Housekeeping and Engineering to ensure room readiness and guest satisfaction
- Conduct daily shift briefings and communicate key operational updates
- Support upselling initiatives and revenue opportunities
- Ensure proper documentation of incidents, guest concerns, and shift activities in daily logs
- Oversee safety and security protocols during the evening shift
- Ensure a smooth handoff to Night Audit, including communication of all pending issues
- Supervise and hold front office team accountable for performance, attendance, and adherence to standards
- Provide on-the-job training, coaching, and feedback to improve performance
- Address performance issues promptly in partnership with People & Culture
- Support scheduling needs in alignment with business levels and labor guidelines
- Ensure compliance with company policies, including union/CBA requirements (if applicable)
- Minimum 2–3 years of front office or hotel operations experience
- Prior supervisory or leadership experience preferred
- Strong knowledge of hotel systems (e.g., PEP, OnQ, or similar PMS)
- Excellent problem-solving, communication, and leadership skills
- Ability to work evenings, weekends, and holidays
- Strong organizational and multitasking abilities
- Guest Service Excellence
- Leadership & Team Development
- Attention to Detail & Accuracy
- Conflict Resolution & Decision-Making
- Operational Efficiency & Accountability
- Maintain high guest satisfaction scores and service recovery effectiveness
- Ensure 100% compliance with check-in procedures, including payment authorization standards
- Minimize billing errors, adjustments, and guest disputes
- Achieve upsell and revenue enhancement goals
- Maintain accurate shift logs and communication with Night Audit and leadership
- Ensure team adherence to attendance, punctuality, and grooming standards
Required
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2 year(s): Front Office Experience
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
