Full job description

The following Core Responsibilities represent the primary duties and key priorities of this position. They are grouped into two categories: Job Functions and Professionalism and Style Expectations.

A Physical Requirements section follows, outlining expectations applicable to all positions.

Each responsibility is assigned a weight indicating the percentage of the job it represents. For performance evaluations, the Core Responsibilities account for 90% of the overall score, while the Professionalism and Style Expectations make up the remaining 10%.

Availability including nights, weekends, holidays, and varying shifts is required.

Job Function

Front Desk Operations and Guest Services Leadership

Supervise daily front desk operations to ensure efficient and high-quality guest service.

Lead, train, and support front desk agents, providing direction and coaching as needed.

Oversee check-in and check-out procedures to ensure accuracy, efficiency, and a positive guest experience.

Handle escalated guest concerns, complaints, and service recovery efforts professionally and promptly.

Monitor room assignments, reservations, and inventory to optimize occupancy and revenue.

Ensure accurate handling of cash, credit transactions, and daily reporting.

Assist with scheduling, shift coverage, and payroll coordination for front desk staff.

Coordinate with housekeeping, maintenance, and other departments to ensure seamless operations.

Ensure the front desk area is clean, organized, and maintained according to standards.

Monitor and enforce compliance with all hotel policies, procedures, and brand standards.

Assist with audit functions, reporting, and administrative duties as needed.

Support timely and efficient service during peak periods.

Respond promptly to supervisor, team member, and guest needs.

Attend and lead team meetings, briefings, and trainings as required.

Assist with additional front office or operational duties as assigned.

Professionalism and Style Expectations

Personal Effectiveness

Demonstrate strong leadership, organization, and problem-solving skills.

Complete tasks accurately, efficiently, and with attention to detail.

Adapt to a fast-paced, guest-focused environment with changing priorities.

Take responsibility for maintaining service excellence and operational standards.

Present a professional appearance and maintain grooming standards.

Work collaboratively with front office staff and other departments.

Communication

Communicate clearly and professionally with guests, team members, and management.

Provide clear direction, coaching, and feedback to front desk staff.

Follow instructions and ask for clarification when necessary.

Share relevant information regarding guest needs, operational updates, and team performance.

Handle guest concerns with professionalism, discretion, and courtesy.

Treat co-workers, supervisors, and guests with respect at all times.