Welcome Desk Manager

About the role

The Welcome Desk Manager leads the front‑desk team to ensure smooth check‑in and check‑out processes, while maintaining high levels of guest and employee satisfaction and driving the financial performance of the department.

Key responsibilities

• Oversee daily front‑desk operations, ensuring service standards and customer expectations are consistently met.
• Handle guest complaints, resolve disputes, and negotiate solutions to maintain positive guest relations.
• Manage staffing levels to align with operational needs and financial targets.
• Monitor department performance against overall property financial goals and implement corrective actions.
• Lead, coach, and motivate the front‑desk team, fostering a culture of integrity and teamwork.
• Deliver exceptional customer service, gather guest feedback, and drive continuous improvement.
• Implement customer recognition programs and ensure adherence to credit and billing policies.
• Supervise same‑day selling procedures to maximize room revenue and occupancy.

Required profile

• High school diploma, GED or equivalent with at least 1 year of experience in guest services, front desk, or a related area.
• Or a 2‑year degree in Hotel & Restaurant Management, Hospitality, Business Administration, or a related field (no experience required).

Required skills