Job Description

Key Responsibilities

• Oversee all front desk operations during PM shift, ensuring smooth and efficient service delivery
• Lead, coach, and support Front Desk Agents to deliver exceptional guest experiences
• Ensure accurate check-in/check-out procedures, including proper payment authorization and incidental holds
• Monitor room inventory, availability, and daily arrivals/departures to optimize occupancy and guest flow
• Handle guest complaints and service recovery promptly, professionally, and effectively
• Ensure compliance with all SOPs, brand standards, and cash handling procedures
• Review and approve room moves, upgrades, rate changes, and guest billing adjustments
• Collaborate with Housekeeping and Engineering to ensure room readiness and guest satisfaction
• Conduct daily shift briefings and communicate key operational updates
• Support upselling initiatives and revenue opportunities
• Ensure proper documentation of incidents, guest concerns, and shift activities in daily logs
• Oversee safety and security protocols during the evening shift
• Ensure a smooth handoff to Night Audit, including communication of all pending issues

Leadership & Accountability

• Supervise and hold front office team accountable for performance, attendance, and adherence to standards
• Provide on-the-job training, coaching, and feedback to improve performance
• Address performance issues promptly in partnership with People & Culture
• Support scheduling needs in alignment with business levels and labor guidelines
• Ensure compliance with company policies, including union/CBA requirements (if applicable)

Qualifications

• Minimum 2–3 years of front office or hotel operations experience
• Prior supervisory or leadership experience preferred
• Strong knowledge of hotel systems (e.g., PEP, OnQ, or similar PMS)
• Excellent problem-solving, communication, and leadership skills
• Ability to work evenings, weekends, and holidays
• Strong organizational and multitasking abilities

Core Competencies

• Guest Service Excellence
• Leadership & Team Development
• Attention to Detail & Accuracy
• Conflict Resolution & Decision-Making
• Operational Efficiency & Accountability

Performance Expectations (Key Metrics)

• Maintain high guest satisfaction scores and service recovery effectiveness
• Ensure 100% compliance with check-in procedures, including payment authorization standards
• Minimize billing errors, adjustments, and guest disputes
• Achieve upsell and revenue enhancement goals
• Maintain accurate shift logs and communication with Night Audit and leadership
• Ensure team adherence to attendance, punctuality, and grooming standards