Front Desk Manager Mainstay Suites - 3.4 Wilmington, NC Job Details Full-time From $40,000 a year 6 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance Employee discount Qualifications Customer communication Interpersonal skills Revenue management Performance management High school diploma or GED Time management Full Job Description Job Summary The Hotel Front Desk Manager is responsible for overseeing the daily operations of the front desk and ensuring an exceptional guest experience from arrival through departure. This position leads and supports the front desk team, maintains high standards of customer service, manages guest concerns, and ensures efficient hotel operations. The ideal candidate is an organized, personable, and dependable hospitality professional with strong leadership skills and a passion for providing outstanding guest service. Key Responsibilities Supervise, train, schedule, and motivate front desk staff to ensure excellent guest service. Oversee daily front desk operations, including check-ins, check-outs, reservations, room assignments, payments, and guest requests. Ensure accurate handling of cash, credit card transactions, and daily financial reports. Address and resolve guest complaints, concerns, and special requests professionally and promptly. Maintain strong communication with housekeeping, maintenance, management, and other hotel departments. Monitor room availability, occupancy, rates, and reservations to maximize hotel performance. Ensure front desk procedures, hotel policies, and brand standards are consistently followed. Assist with recruiting, onboarding, training, and performance management of front desk employees. Prepare staff schedules and ensure appropriate front desk coverage. Monitor guest satisfaction and identify opportunities to improve the overall guest experience. Maintain accurate records and complete required reports, logs, and administrative duties. Assist with emergency procedures and ensure compliance with hotel safety and security policies. Step in to perform front desk duties during busy periods or staffing shortages. Qualifications High school diploma or equivalent required; hospitality or business education is a plus. 2+ years of hotel front desk or hospitality experience, with supervisory or management experience preferred. Strong customer service and interpersonal skills. Excellent verbal and written communication skills. Ability to remain calm, professional, and solution-oriented when handling difficult situations. Strong organizational and time-management skills. Ability to lead, coach, and motivate a diverse team. Proficiency with hotel property-management systems and standard office software. Ability to work a flexible schedule, including evenings, weekends, and holidays as needed. Preferred Skills Experience with hotel property-management and reservation systems. Knowledge of hotel operations, reservations, and revenue-management practices. Strong problem-solving and decision-making abilities. Ability to multitask effectively in a fast-paced environment. Professional appearance and a positive, welcoming attitude. Knowledge of hospitality industry standards and guest-service best practices. This position requires frequent interaction with guests and employees and may involve extended periods of standing or walking. The Front Desk Manager must be available to work a flexible schedule based on hotel occupancy and operational needs, including weekends and holidays.

Pay:

From $40,000.00 per year

Benefits:

401(k) Dental insurance Employee discount Health insurance Paid time off Vision insurance

Work Location:

In person