Rooms Division
New York, New York



REPORTS TO: Director of Front Office


DEPARTMENT: Front Office


POSITION SUMMARY: The Front Desk Manager provides efficient and courteous service to each customer and maximize room revenues by assisting in the direction and supervision of the activities of the Front Office operations in accordance with Standard Operating Procedures.


RESPONSIBILITIES (include but are not limited to):

  • Ensure efficient reservations, guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.
  • Monitor and maintain the front office systems and equipment to ensure their optimum performance.
  • Track guest satisfaction surveys and maximize usage of the guest response tracking system.
  • Review staffing levels on a daily basis to ensure budgeted productivity levels are maintained while ensuring customer service is of the utmost priority.
  • Interview, train, develop, resolve problems, provide open communication and recommend discipline when appropriate of staff members.
  • Recognize exceptional performers on an on-going basis.
  • Communicate both verbally and in writing to provide clear direction to staff.
  • Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.
  • Ensure compliance with front office, guest service, and PBX standard operating procedures and policies.
  • Review, maintain, and follow up on all requests and defects to ensure they are tracked in the hotel’s response system; ensuring the guests receive appropriate follow up and defects are rectified in a timely manner.
  • Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
  • Ensure that the team consistently complies with all Front Office Quality Standards.
  • Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while meeting and exceeding guests’ expectations.
  • Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
  • Review team members’ checklists and shift reports to ensure adherence to all policy and procedures, while proactively ensuring that personalized service is being delivered.
  • Oversee guest billing to ensure accuracy.
  • Develop a strong relationship with the housekeeping and engineering departments to ensure that rooms are ready for check-in and that rooms are set according to each guest’s preferences.
  • Regular attendance in conformance with the hotel standards is essential to the successful performance of this position.
  • Supervise team members and monitor their time and attendance records.
  • Complete projects and other tasks as assigned.
  • Assist in the building of an efficient team by taking active interest in employees’ welfare, safety, and development. Encourage the team to maintain positive and productive relationships with colleagues and other departments.
  • Assist with training employees to ensure they have the necessary skills to perform their duties with the maximum efficiency and in the most productive manner while maintaining workplace safety.
  • Act as Manager on Duty as required.
  • Attend monthly department meetings and attend weekly staff meeting, daily meetings and other meetings as required.


QUALIFICATIONS (to do this kind of work, you must possess/be able to):

  • High School Diploma or equivalent required; college degree preferred.
  • Previous relevant Hotel Front Office experience required.
  • Bilingual English/Spanish preferred.
  • Must be legally authorized to work in the United States.
  • Must be numbers-oriented, computer-literate including written communication, spreadsheet formulation and online order-entry and computer systems.
  • Knowledge of Opera (PMS) preferred.
  • Ability to communicate and negotiate effectively with internal/external customers both in written and verbal format.
  • Deal with the general public, customers, associates, and government officials with tact and courtesy.
  • Knowledgeable about local area attractions and transportation.
  • Proven ability to train and motivate a team of professionals.
  • Ability to read and interpret business records and statistical reports.
  • Ability to use mathematical skills to interpret financial information
  • Interpret established policies and understand the government regulations pertaining to the business.
  • Make business decisions based on production reports and similar facts as well as on your own experience and personal opinions.
  • See differences in widths and lengths of lines such as those on graphs.
  • Plan and organize the work of others, change activity frequently, and cope with interruptions.
  • Must be flexible and able to work mornings, evenings, overnight, weekends and/or holidays.


MINIMUM REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


EDUCATION and EXPERIENCE: Prior relevant experience required. High School Diploma or equivalent required. Depending on the role, degree may be required.


LANGUAGE SKILLS: Ability to read, write, and verbally communicate effectively and professionally with other business departments, guests, and vendors. Ability to diplomatically deal with difficult situations and people, while exhibiting a consistent level of professionalism.


MATH and LOGICAL SKILLS: Requires mathematical development sufficient to be able to:  Deal with system of real numbers; algebraic solution of equations and probability and statistical inference.  Apply fractions, percentages, ratio and proportion. Ability to determine time, place and sequence of operations or action to be taken on the basis of analysis of data; executing determination and/or reporting on events.


PHYSICAL DEMANDS: While performing the duties of this job, the employee is regularly be required to stand, walk, and talk or hear. The employee frequently is required to use hands to finger, handle, or feel objects, or telephone. The employee is required to use body members, hand tools, and/or special devices to work, move, or carry objects or materials. The employee must regularly lift and/or move up to 10-25 pounds and frequently lift and/or move up to 50 pounds. Requires walking, standing and/or sitting; and to a significant degree, reaching, handling, feeling, talking, hearing, seeing.


(Please note: management reserves the right to change, modify, and/or alter any of the duties listed above to meet business demands.)

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