The Wilde Resort & Spa - Front Desk Manager

JOB SUMMARY

The Front Desk Manager serves as the strategic and operational leader of the Front Desk team, ensuring the delivery of exceptional guest experiences through effective supervision, hands-on service, and departmental leadership.

ESSENTIAL JOB FUNCTIONS

Leads and oversees daily Front Desk operations.

Performs Front Desk duties alongside team, covering shifts and supporting peak operational needs as a hands-on leader.

Recruits, hires, trains, and develops Front Desk team members.

Schedules Front Desk team, maintains, and monitors staffing levels according to forecasted occupancy and business needs, ensuring efficient labor management and budget compliance.

Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.

Creates and promotes an engaging, people first culture; empowers team members to provide excellent customer service.

Coaches and counsels team members regarding career and personal developments.

Conducts performance evaluations and provides feedback to the Front Desk team.

Oversees and participates in guest registration.

Confirms, cancels, and modifies reservations as needed.

Drives room revenue by modeling and overseeing upselling initiatives following Lodging Dynamics' sales culture and walk-in strategies.

Resolves guest concerns and complaints promptly and professionally; ensures timely follow-up and service recovery.

Responds to and manages guest feedback including online reviews; shares insights with leadership and team to drive continuous improvement.

Oversees the accuracy and security of financial transactions, guest data, credit procedures, and adherence to audit standards.

Acts as the departmental point of contact for company policies, procedures, and operational standards, and ensures team-wide compliance.

Leads the loyalty program initiatives, actively driving enrollment and guest recognition; serves as property loyalty champion.

Completes and reviews reports related to occupancy, revenue, labor, and service metrics; uses insights to inform operational decisions and improvements.

Serves as Manager on Duty (MOD) as assigned, representing hotel leadership and supporting hotel-wide operations.

Partners with other department heads to support cross-functional initiatives and deliver seamless guest experiences.

Ensures adherence to procedures for hotel accounting, credit control, handling of financial transactions, securities of monies, guest security and emergency procedures as established.

Conducts training classes regarding safety, security, department procedures and service guidelines.

Monitors performance of the market through analysis of guest feedback and financial reports; initiates corrective action.

Participates in monthly inventories; initiates programs to reduce waste and loss

Attendance is a key component of this position.

Maintains a professional appearance in accordance with Company standards; wears the appropriate uniform or attire.

Maintains open and effective communication with team members and management.

Attends and participates in team meetings.

Adheres to established safety and emergency procedures and protocols, this includes Company, federal, and state specific regulations and guidelines.

Completes all required Company training / compliance courses as assigned.

Adheres to Company standards and maintains compliance with all policies and procedures.

Performs other related duties and responsibilities as assigned

EDUCATION

High school diploma or equivalent.

EXPERIENCE

A minimum five (5) years of experience in guest services in the hotel or similar industry.

A minimum three (3) years of supervisory experience in the hotel / hospitality field required.

SUPERVISORY RESPONSIBILITIES

Oversees and coordinates the department's activities, with a focus on supervisory and organizational goals. While a portion of the time may involve performing tasks similar to those of direct reports, the primary responsibilities are related to management and coordination. Analyzes and resolves issues, establishes work methods, ensures regulatory compliance, and maintains productivity. Uses judgment within established procedures and policies to make appropriate decisions and take necessary actions.

Specific supervisory duties include, but are not limited to the following :

Determines and creates policies, procedures, and manuals for direct reports.

Establishes objectives and goals for the team.

Assigns, monitors, and reviews work; evaluates direct report's performance.

Recruits and interviews.

Orientates and trains.

Issues corrective action and makes recommendations for termination.

Investigates and resolves concerns and complaints.

Creates department work schedules.

Approves time records and time off requests.

Proactively assesses risk to establish systems and procedures to protect organizational assets.

Ensures compliance with safety regulations.

Develops and oversees the department's budget.

Ensures accurate and efficient management of inventory.

SKILLS & ABILITIES

This position requires the capability to understand and follow both oral and written directions, as well as the ability to communicate effectively with others in English and interact successfully with internal and external customers.

Ability to adjust effectively to evolving work environments and shifting customer (internal / external) requirements.

Able to maintain a positive and professional working environment.

Fosters a culture of excellence.

Able to work effectively in a culturally diverse environment and support diversity and inclusion within the organization.

Proficient in time management; the ability to effectively organize and manage multiple priorities.

Recognizes an emergency situation and takes appropriate action.

Emotional intelligence and interpersonal skills, with the ability to build strong working relationships with team members at all levels.

Skilled in building and motivating a team, fostering a collaborative environment and inspiring high performance.

Analytical and problem-solving skills.

Strong focus on accuracy and precision.

Performs well with frequent interruptions and / or distractions.

Understands how to develop and implement business strategies.

Ability to interpret and create policies, procedures, and manuals.

Able to communicate appropriately and effectively with all levels of management and external stakeholders.

Business acumen, including but not limited to financial management, budgeting, cost control, and revenue optimization.

Ability to effectively listen, understand, and resolve challenges and concerns from management, team members, and / or customers (internal / external).

Exceptional interpersonal skills to include coaching, counseling, and mentoring.

Able to identify and seize revenue-generating opportunities while effectively managing costs and resources.

Visionary mindset, capable of developing and executing a comprehensive business strategy that aligns with brand identity and exceeds guest expectations.

Knowledge of key industry trends, best practices, regulations, and the current industry landscape.

Able to engage diplomatically and effectively with third party operators and owners, empathizing, and reacting appropriately to partner feedback and helping resolve issues where necessary.

Basic math skills.

Proficient in Google Docs / Microsoft Word.

Proficient in Google Sheets / Microsoft Excel.

Basic knowledge of Google Slides / Microsoft PowerPoint.

Proficient in Gmail / Microsoft Outlook.

DISCLAIMER

This job description provides a general overview of the work performed, including the typical responsibilities and level of duties associated with this position. It should not be construed as an exhaustive list of tasks or obligations for any individual team member. This description does not alter the employment relationship between the Company and its team members.

The Essential Job Functions, Physical Requirements, and Work Environment characteristics outlined are intended to reflect the requirements needed to perform the essential functions of this role effectively. Management retains the authority to modify, adjust, or revoke job duties and responsibilities as needed, and to make reasonable accommodations to enable qualified team members to fulfill the essential functions of their roles.

The Company is an Equal Employment Opportunity (EEO) employer and is committed to providing a work environment free from discrimination and harassment. All employment decisions are made based on merit, qualifications, and business needs without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other protected status / characteristic in accordance with applicable federal, state, and local laws.

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