Job Description

Description:

Job Summary

The Front Desk Manager is the

ambassador of first impressions

, creating a welcoming, upbeat atmosphere for every guest from the moment they arrive until their departure. This leader oversees all Front Desk operations--including the Front Desk, PBX, and Night Audit teams--while fostering a culture of

hospitality, positivity, and genuine care

. The Front Desk Manager ensures that every interaction reflects Avion Hospitality's core values of

Trust, Transparency, and Results

, delivering exceptional service, maximizing room revenue and occupancy, and cultivating a workplace where team members feel supported, engaged, and inspired.

Duties & Responsibilities

Guest Experience & Culture

Champion a

warm, vibrant welcome

for every guest, ensuring smiles and personal greetings set the tone for their stay. Inspire the Front Office team to create memorable moments that embody a

culture of happiness, inclusion, and hospitality

. Anticipate guest needs, resolve concerns promptly, and follow up to ensure satisfaction. Monitor guest service scores and implement enhancements that elevate the arrival, stay, and departure experience.

Operations & Revenue Management

Oversee Front Desk operations to ensure attentive, courteous, and efficient service. Monitor room status, analyze rate efficiency, and implement effective sell strategies to maximize revenue and occupancy. Supervise reservations and Night Audit processes, ensuring accuracy and timely financial reporting. Enforce Avion Hospitality credit policies and maintain accurate billing and cash-handling procedures.

Team Leadership & Development

Recruit, train, schedule, and evaluate Front Desk associates in alignment with Avion Hospitality S.O.P.s. Conduct 90-day and annual performance appraisals; provide coaching, mentoring, and recognition to foster a

positive, team-centered culture

. Lead daily huddles and weekly meetings that celebrate wins and reinforce a guest-first mindset.

Financial & Administrative Management

Prepare weekly employee schedules and wage progress reports based on forecasts and budget guidelines. Review payroll, purchase orders, invoices, and checkbook accounting for compliance with Avion standards. Generate and analyze reports such as Central Reservations, Market Segment, and Ten-Day Forecasts to guide decision-making.

Collaboration & Communication

Maintain open lines of communication with Accounting, Engineering, Housekeeping, and other departments for smooth operations. Participate in weekly staff meetings and required Manager on Duty (M.O.D.) coverage. Foster an environment of

trust and transparency

among managers and staff to ensure seamless service.

Standards & Compliance

Uphold Avion Hospitality and brand standards, including key control, safety protocols, and emergency procedures. Ensure professional radio and telephone etiquette and timely delivery of messages and guest requests. Maintain an organized filing system for reports, forecasts, and departmental documentation.

Requirements:

Requirements

Education & Experience

Minimum 5 years of progressive hotel front desk or related hospitality experience; or 2-year college degree with 3+ years of related experience; or 4-year college degree with at least 1 year of related experience. Supervisory/management experience required. Proficiency in Windows operating systems, spreadsheets, and word processing software. Valid driver's license required. Exceptional communication and decision-making skills; able to remain composed under pressure and resolve complex guest and operational issues. * Strong financial acumen to analyze and act on revenue, occupancy, and productivity data.