Hotel Front Desk Manager

Hotel Front Desk Manager Holiday Inn Lakewood - 3.7 Lakewood, CO Job Details Full-time $25 - $29 an hour 4 hours ago Benefits Free parking Health insurance Dental insurance 401(k) Paid time off Vision insurance Employee discount Life insurance Qualifications Management Front desk Full Job Description Purpose of the

Position:

The Front Desk Manager is responsible for overseeing the daily operations of the Front Office Department and ensuring an exceptional guest experience that reflects IHG Brand Standards. This hands-on leadership position manages Front Desk Clerks and Night Desk Clerks while actively participating in front desk operations, guest service, training, and departmental administration. The Front Desk Manager is responsible for maintaining operational efficiency, driving guest satisfaction, supporting revenue initiatives, ensuring compliance with hotel policies and IHG standards, and fostering a positive and service-focused team culture. This position requires flexibility and the ability to work weekends, holidays, and additional hours as business needs require.

Essential Job Functions:

1.

Staff Leadership & Development:

• Recruit, interview, hire, train, supervise, and develop Front Desk Clerks, Night Desk Clerks, and future Front Desk Supervisors as needed.
• Ensure all team members complete required training and maintain compliance with IHG Brand Standards, hotel policies, and operational procedures.
• Conduct performance evaluations, coaching sessions, and corrective action discussions as necessary.
• Create and manage department schedules to ensure appropriate staffing levels and guest service coverage.
• Manage attendance, time-off requests, call-offs, and shift coverage.
• Review and approve employee timecards in accordance with payroll deadlines and company policies.
• Foster a positive, professional, and guest-focused work environment that promotes employee engagement and retention.

2.

Guest Service & Satisfaction:

• Oversee guest check-in and check-out processes, room assignments, and special requests to ensure a seamless guest experience.
• Promote IHG One Rewards enrollment and engagement while ensuring team members are knowledgeable about program benefits and enrollment procedures.
• Monitor guest satisfaction scores and implement improvements to enhance the guest experience.
• Manage guest concerns, complaints, and service recovery efforts, including issuing IHG One Rewards points when appropriate and documenting recovery actions in the Property Management System.
• Respond to guest surveys, reviews, and feedback in a timely and professional manner.
• Build positive relationships with guests through regular interaction and proactive service.

3.

Front Office Operations:

• Ensure compliance with IHG Brand Standards and hotel operating procedures.
• Monitor room inventory, reservations, group blocks, room availability, upgrades, early arrivals, late departures, cancellations, no-shows, smoking fees, virtual credit cards, third-party authorizations, and room status accuracy.
• Collaborate with Housekeeping and Maintenance to ensure guest rooms are available, properly maintained, and ready for occupancy.
• Oversee front desk cash handling procedures, key control, guest privacy standards, and departmental security practices.
• Assist with group arrivals and departures and ensure accurate communication of group information to hotel departments.
• Maintain front office supplies, guest amenities, and gift shop inventory as assigned.

4.

Financial & Administrative Responsibilities:

• Ensure accurate processing of guest payments, refunds, adjustments, and billing inquiries.
• Monitor occupancy reports, labor costs, and departmental expenses.
• Participate in revenue and operational meetings and support initiatives that maximize revenue opportunities.
• Assist with inventory management, ordering, invoice processing, and expense control.
• Submit invoices, documentation, and reports accurately and within established deadlines.

5.

Communication & Team Collaboration:

• Lead shift huddles, departmental meetings, and training sessions.
• Communicate effectively with all hotel departments to ensure seamless operations and guest satisfaction.
• Ensure team members are trained on emergency procedures, safety protocols, and hotel security standards.
• Collaborate with the General Manager, Operations Manager, and department leaders to achieve operational goals.
• Attend management meetings and communicate relevant information to front office staff.

Work Hours & Leadership Expectations:

• The Front Desk Manager is expected to work a minimum of 40 hours per week.
• Additional hours, including overtime, may be required based on occupancy levels, staffing needs, special events, guest service demands, or operational requirements. Approved overtime will be compensated in accordance with applicable wage and hour laws.
• The Front Desk Manager is expected to maintain a visible and active presence at the front desk, working directly with team members and guests as needed.
• Lead by example through professionalism, accountability, guest service excellence, and adherence to hotel policies and IHG Brand Standards.
• Perform additional duties assigned to support hotel operations and guest satisfaction.

Key Qualifications and Competencies:

• Strong verbal and written communication skills.
• Leadership, coaching, and team development abilities.
• Experience with hotel Property Management Systems (PMS), reservations systems, and hotel technology platforms.
• Strong organizational, multitasking, and time-management skills.
• Ability to resolve guest concerns professionally and effectively.
• Knowledge of cash handling procedures, guest service standards, and hotel operations.
• Ability to stand and walk for extended periods and lift up to 25 pounds as needed.
• Ability to work flexible schedules, including evenings, weekends, and holidays.

Pay:

$25.00 - $29.00 per hour

Benefits:

401(k) Dental insurance Employee discount Free parking Health insurance Life insurance Paid time off Vision insurance Application Question(s): Do you have hotel experience?

Work Location:

In person