Front Desk Manager

Black Desert Resort, a luxury destination in the heart of Southern Utah, offers unparalleled hospitality, fine dining, championship golf, and high-end accommodations. As the first point of contact for many of our guests, the Front Desk team plays a critical role in creating a seamless and welcoming experience. The Front Desk Manager leads this team with a focus on service excellence, operational efficiency, and guest satisfaction.

The Front Desk Manager is responsible for overseeing the daily operations of the front desk, bell, concierge, and guest services team. This role ensures the smooth and efficient flow of arrivals and departures, manages team scheduling and performance, and handles guest concerns with poise and professionalism. The Front Desk Manager serves as a key liaison between guests and other departments, championing the Black Desert Resort brand and service standards.

Key Responsibilities including, but not limited to:

• →Manage all aspects of front desk operations including check-in, check-out, room assignments, billing, and guest relations
• →Supervise, train, schedule, and develop front desk agents, concierge staff, bell attendants, and valet (as applicable)
• →Ensure excellent guest service at every touchpoint and act as the escalation point for guest complaints and service recovery
• →Collaborate with Housekeeping, Engineering, Reservations, and Food & Beverage to ensure smooth daily operations and effective room readiness
• →Monitor and manage front office supplies, key control, lost and found, and financial reporting (daily cash, deposits, and shift closeouts)
• →Maintain knowledge of resort services, amenities, packages, and special events to provide accurate and proactive information to guests
• →Ensure compliance with all safety, security, and brand standards, and maintain a professional work environment
• →Oversee the coordination of the resort airport shuttle service, including scheduling, communication, and guest pickups/drop-offs
• →Work closely with leadership to implement front desk SOPs, guest service training, and cross-departmental collaboration initiatives
• →Participate in hiring, performance reviews, and progressive discipline in accordance with HR policies

Preferred Qualifications and Skills: 

• Minimum of 3–5 years of front office or hospitality leadership experience, preferably in a luxury resort or hotel setting
• Strong leadership and organizational skills with the ability to manage and motivate a team
• Working knowledge of PMS systems (e.g., OPERA, Maestro, or similar) and Microsoft Office
• Excellent communication, conflict resolution, and problem-solving abilities
• Professional appearance and demeanor, with a genuine passion for hospitality and guest experience
• Ability to work flexible hours including evenings, weekends, and holidays
• Familiarity with transportation coordination, concierge services, and luxury guest service standards is a plus

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