Job Description

Job Title: Front Desk Manager

Location: Residence Inn by Marriott, Horsham, PA

The Front Desk Manager is responsible for overseeing all front desk operations while ensuring exceptional guest service. This role includes supervising front desk staff, handling guest concerns, managing reservations, and maximizing occupancy and revenue. The ideal candidate will possess strong leadership, problem-solving, and communication skills to provide an excellent guest experience.

• Minimum of 2 to 3 years of progressive experience in hotel front desk operations or a related field.
• A high school diploma or equivalent is required; a college degree in hospitality or a related field is a plus.
• Previous supervisory experience preferred.
• Must have a valid driver's license for the applicable state.
• Strong ability to handle stressful and high-pressure situations professionally.
• Excellent verbal and written communication skills.
• Ability to work with and understand financial data and basic arithmetic functions.
• Strong problem-solving skills and ability to resolve guest concerns effectively.

• Ensure that all guests receive a warm welcome and excellent service throughout their stay.
• Monitor front desk activities, including check-ins, check-outs, and reservations.
• Oversee VIP guest experiences and special requests to enhance guest satisfaction.
• Handle guest complaints efficiently, ensuring issues are resolved to maintain high guest satisfaction scores.
• Ensure accurate logging and delivery of all messages, packages, and mail.

• Train, supervise, and support front desk staff, ensuring adherence to company standards.
• Schedule and manage front desk shifts to ensure adequate coverage.
• Conduct performance evaluations and provide feedback to enhance team productivity.
• Lead by example in maintaining a friendly and professional demeanour.

• Maximize room revenue and occupancy by monitoring rates and implementing strategies.
• Maintain knowledge of all rate plans, packages, and promotions to optimize sales.
• Ensure compliance with hotel credit policies and financial procedures.
• Assist in the preparation of daily reports, including occupancy, revenue, and forecasting data.

• Maintain and enforce front desk operational policies and procedures.
• Ensure accurate handling of cash transactions, deposits, and billing processes.
• Assist in ensuring that the hotel operates in compliance with brand standards and regulations.
• Participate in emergency response procedures as required.

• Establish and maintain positive communication with other hotel departments.
• Attend and contribute to departmental meetings and training sessions.
• Foster a collaborative work environment, ensuring that front desk operations align with overall hotel goals.

• Standing for extended periods while assisting guests.
• Frequent walking, reaching, and handling of documents or computer tasks.
• Occasional lifting of up to 20 lbs.
• Flexibility to work nights, weekends, and holidays as required.

• 401(k) Plan – Employer-matched retirement savings plan.
• Health Insurance – Comprehensive medical, dental, and vision coverage.
• Performance Bonus – Incentive-based bonus opportunities.
• Paid Sick Leave – Accrued sick days for eligible employees.
• Employee Discounts – Discounted hotel stays and services.

• A criminal background check is required.
• No drug screening is required.

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