Full job description

The Front Desk Manager serves as a key ambassador of the guest experience, delivering a seamless, high-touch, five-star standard of service. As the operational nerve center of the property, this role requires exceptional judgment, resourcefulness, and attention to detail, with the ability to manage multiple priorities in a fast-paced environment.

Front Desk Manager is empowered to think like owners—proactively identifying opportunities, resolving issues with urgency and discretion, and ensuring operational excellence at every touchpoint. Acting as the eyes and ears of management on property, this role plays a critical part in maintaining service standards, elevating the guest experience, and supporting overall property performance.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Guest Experience & Communication

· Answer all incoming phone calls promptly and professionally using RingCentral

· Monitor missed calls, voicemails, and transcriptions; return all calls in a timely manner and respond via email when applicable

· Respond to all emails and guest inquiries quickly, clearly, and professionally

· Manage all guest communications through Cloudbeds and other communication platforms

· Act as the primary point of contact for guests before, during, and after their stay

· Provide concierge-level service, including recommendations for wineries, dining, transportation, and local experiences

· Maintain strong knowledge of local wineries, especially those with established partnerships

· Build relationships with guests and anticipate needs to elevate their stay

· Confidently answer booking inquiries and convert them into confirmed reservations by clearly explaining room types, amenities, and property features

· Be knowledgeable on all offerings including heated floors, steam showers, HVAC systems, and any new or evolving amenities

· Understand and communicate pricing, including group bookings and property buyouts (escalate to Stuart, Ignacio, and Jelena as needed)

Systems & Technology

Maintain working knowledge and daily use of all operational systems, including: