Position Summary
The Front Desk Manager oversees front desk operations for one Hochstetler Interests hotel property and is responsible for consistency, accountability, training, communication, and guest satisfaction at the front desk level. This role provides leadership to Front Desk Leads and Front Desk Staff and ensures that front desk systems, standards, and expectations are functioning smoothly at the property.
This is a salaried, year-round leadership position. During the winter and off-season months, the Front Desk Manager will regularly work scheduled front desk shifts. During the busy summer season, this role is primarily scheduled off the desk to focus on leadership, oversight, training, systems, guest experience, and accountability, while still providing on-desk backup coverage during high occupancy periods, staffing shortages, call-ins, vacations, or other coverage needs.
The Front Desk Manager works closely with the General Manager (GM), Inventory Manager, Housekeeping Managers, Maintenance Manager, and other company leaders to ensure seamless communication and an excellent guest experience.
The number one priority of this role is guest satisfaction and hospitality. The Front Desk Manager must understand and uphold Hochstetler Interests' high expectations for guest service, professionalism, teamwork, and positive culture. This role requires someone who leads by example, communicates clearly, promotes accountability without creating unnecessary tension, and helps build a front desk environment where employees feel supported while guests consistently feel welcomed and cared for.
Because the property is rooted in Estes Park hospitality, this position also requires strong knowledge of the local area, including Rocky Mountain National Park, downtown Estes Park, local restaurants, shops, activities, events, transportation considerations, weather-related impacts, and guest travel needs. The Front Desk Manager is expected to help train staff to confidently answer guest questions and make thoughtful, accurate recommendations that improve the overall guest experience.
Key Responsibilities
Front Desk Leadership & Oversight
- Oversee front desk operations at the assigned hotel property
- Supervise and Front Desk Staff
- Model high-level hospitality, professionalism, and guest-first decision-making
- Promote a positive, professional, and team-oriented front desk culture
- Enforce dress code, professionalism, and appearance standards
- Ensure front desk coverage is appropriate for occupancy, seasonality, and business needs
- Cover shifts during call-ins, vacations, staffing shortages, and peak demand
- Assign projects and tasks to front desk staff during slower periods and ensure follow-through
- Develop systems for accountability, task completion, and performance expectations
Guest Experience & Service Recovery
- Maintain a guest-first, hospitality-driven front desk culture
- Ensure all guest complaints and concerns are addressed promptly and professionally
- Serve as escalation point for complex guest issues
- Train staff to respond to guests with warmth, clarity, confidence, and professionalism
- Ensure packages, special requests, and amenities are prepared prior to guest arrival
- Oversee group reservations, assignments, and coordination
- Help staff provide accurate local recommendations and guest guidance for Estes Park, Rocky Mountain
National Park, restaurants, shops, activities, events, and weather or travel considerations
Operational Accuracy & Systems
- Review outstanding balance reports daily
- Work closely with the GM to identify folio issues and train staff on correct procedures
- Ensure guest emails and messages are responded to consistently and professionally by all front desk staff
- Ensure all daily front desk tasks and checklists are completed
- Establish and improve front desk systems, procedures, documentation, SOPs, and checklists
- Conduct periodic audits of desk performance, including spot-checks and follow-up on recurring issues
- Partner with the Operations Manager on corrective action plans if patterns emerge
Interdepartmental Coordination
- Ensure smooth communication between front desk, housekeeping, maintenance, breakfast, and administrative support
- Confirm all issues, requests, and room status updates are properly communicated and followed up
- Ensure front desk snow logs are completed and desk staff are shoveling during snow events as required
- Coordinate breakfast operations, including ensuring supplies are stocked daily, coordinating ordering and inventory with the Inventory Manager, and ensuring breakfast areas meet cleanliness and presentation standards
Staff Training & Development
- Ensure all front desk staff are properly trained and retrained as needed
- Support onboarding and ongoing training for new hires
- Keep front desk employee files updated with performance records, training notes, and signed policies.
- Train staff on guest service standards, local-area knowledge, communication expectations,professionalism, and service recovery
- Identify performance gaps and coach staff toward improvement
- Support Front Desk in their responsibilities
- Reinforce a workplace culture that is kind, accountable, respectful, and focused on the guest experience
Schedule & Availability
- Salaried, full-time position
- Regularly scheduled on-desk shifts during winter and off-season
- Backup desk coverage during the busy summer season, including high occupancy periods, staff shortages or call-ins, vacation coverage, and peak demand
- On-call availability for front desk-related issues
- Expected to be visible and present during peak weekends and holidays
Primary Professional Commitment & Outside Employment
This is a full-time leadership position and must be the employee’s primary professional commitment. Applicants should accept this role only if they can make their responsibilities to Hochstetler Interests the.absolute priority during all scheduled, on-call, peak-season, weekend, holiday, and coverage periods requiredby the position.
Because of the role’s scope and availability requirements, it is not compatible with maintaining another regular job or outside business activity that competes with the schedule, on-call availability, responsiveness, performance, or responsibilities of this position. Lawful outside employment or activities must not create an actual or apparent conflict of interest, involve a competing hospitality business, use company information or resources, or interfere with the employee’s ability to fully perform this role. Potential conflicts or scheduling concerns must be disclosed promptly to the General Manager for review.
Compensation & Benefits
- Salary range: $58,000-$72,000 annually
- Optional health insurance is offered for this position after 60 days in this position, with coverage beginning on the first day of the month following eligibility. The company will contribute up to $300 per month toward employee-only coverage.
- Optional dental insurance is also available after 60 days in this position, with coverage beginning on the first day of the month following eligibility. Dental coverage is fully paid by the employee.
- After one full season in this position, this role is eligible for unlimited time off. Time off must be coordinated in advance, must not create significant additional cost to the organization, and all duties, coverage, and responsibilities must be appropriately handled while the employee is gone.
- Stable, year-round leadership role
- Opportunity for growth as the company grows
Qualifications
- Prior hospitality or hotel management experience preferred
- Strong guest service and service recovery skills
- Strong understanding of high-level guest service expectations and the ability to train staff to meet those standards
- Ability to promote a positive, professional, team-oriented front desk culture
- Knowledge of Estes Park, Rocky Mountain National Park, local activities, restaurants, events, and guest travel needs preferred
- Excellent communication and organizational abilities
- Comfortable enforcing standards and holding staff accountable in a calm, respectful, and consistent way
- Experience with PMS systems, OTAs, and guest communication platforms
- Calm, professional, and solution-oriented under pressure
Why This Role Matters
The Front Desk Manager ensures consistency, accountability, and high-quality guest service at the property. By providing leadership, structure, local-area knowledge, seasonal desk coverage, and ongoing training, this role allows the front desk team to operate confidently and ensures guests receive exceptional hospitality at every stay. This position is also key to building a positive team culture where staff feel supported, expectations are clear, and guests experience the warmth and professionalism that set Hochstetler Interests apart.
All roles are subject to change based on business needs, seasonality, and growth of the company
Job Type: Full-time
Pay: $58,000.00 - $72,000.00 per year
Benefits:
- Health insurance
- Paid time off
Experience:
- Customer service: 1 year (Required)
Ability to Commute:
- Estes Park, CO 80517 (Required)
Ability to Relocate:
- Estes Park, CO 80517: Relocate before starting work (Required)
Work Location: In person
