Front Desk Manager

Job Description

Job Description

Job Summary

The Front Desk Manager is a key member of the leadership team, responsible for overseeing the daily operations of the Front Office, leading the front desk staff, and ensuring an exceptional guest experience. This role requires a dynamic leader who fosters a positive, team-focused, and service-driven culture while ensuring adherence to brand standards. The ideal candidate will have strong operational knowledge of hotel systems—Marriott FOSSE PMS experience is a plus—and a proven ability to motivate staff and drive guest satisfaction.

Education & Experience

High School diploma or equivalent required; college coursework in hospitality preferred

Minimum 3 years of progressive experience in a hotel front office or supervisory role

Prior experience in a Marriott-branded property is strongly preferred

Familiarity with Marriott’s FOSSE Property Management System is a plus

Previous experience in training and mentoring team members

Excellent communication, organizational, and problem-solving skills

Ability to multitask and manage high-pressure situations with professionalism and composure

Key Roles & Responsibilities Guest Service & Operations Oversight

Supervise and support the front desk team to ensure efficient, friendly, and professional service

Act as the primary point of contact for escalated guest concerns, complaints, and special requests

Ensure smooth daily operations, including check-ins, check-outs, billing, and reservation procedures

Monitor room inventory, rate accuracy, and occupancy levels in coordination with the revenue team

Oversee and maintain full functionality of the front office systems and ensure staff proficiency, especially with Marriott’s FOSSE PMS system

Ensure guest profiles and preferences are updated accurately in the system

Leadership & Culture Development

Train, mentor, and schedule front desk associates, ensuring adherence to brand service standards

Lead by example—demonstrate a warm, welcoming, and enthusiastic approach toward guests and staff

Build a cohesive, upbeat team culture that encourages collaboration, accountability, and positivity

Promote a professional work environment that supports creativity, efficiency, and high morale

Recognize and celebrate staff contributions to maintain engagement and motivation

Foster an environment where feedback is shared openly and respectfully

Administrative & Financial Duties

Maintain accurate records of departmental performance, payroll, and daily shift reports

Review and verify front desk financials, including cash drops, transaction reports, and folio accuracy

Assist with budget planning, staffing forecasts, and cost control measures

Ensure compliance with Marriott brand standards, hotel policies, and regulatory guidelines

Handle staff performance evaluations, corrective actions, and professional development plans

Coordination & Communication

Collaborate with Housekeeping, Sales, Engineering, and other departments to optimize guest satisfaction

Participate in management meetings and assist in planning hotel-level initiatives

Ensure timely delivery of packages, messages, and special guest requests

Assist with emergency procedures, audits, and front office inspections

Support the GM in implementing property-wide service and operational strategies

Work Environment & Physical Requirements

Ability to stand, walk, and work at a computer for extended periods

Occasionally lift and carry items up to 20 lbs.

Flexible to work weekends, holidays, and evening shifts as needed

Comfortable working in a fast-paced, guest-centric environment

Join Our Team

At Residence Inn by Marriott – Horsham, PA, we believe in creating memorable experiences for our guests and a vibrant, rewarding workplace for our team. If you’re a driven leader who thrives in a guest-first environment and can inspire a positive and energetic team culture, we invite you to apply and grow your career with us.