AM Front Desk/Reservations Manager

Serve as the primary resource for Front Desk and Reservation Agents who need technical assistance or guidance in achieving excellent guest satisfaction.

Ensure Front Desk and Reservation staff are consistently informed about room availability, occupancy, and reservation status.

Respond to guest reservation requests promptly and provide courteous, accurate, and professional service at all times.

Oversee reservation department systems to ensure accurate handling, tracking, and monitoring of incoming phone calls.

Maintain the department's approved quality assurance standards, including rates, deposits, property descriptions, activity tables, and reservation letters.

Manage staff scheduling to ensure adequate coverage and efficient daily operations.

Train, coach, and mentor Front Desk and Reservation staff to improve performance, reinforce service standards, and support professional development.

Handle escalated guest complaints and concerns professionally, working toward timely and satisfactory resolutions.

Monitor daily staff performance to ensure productivity, accuracy, attendance, and compliance with departmental standards.

Coordinate with other departments, including Housekeeping, Maintenance, and Reservations, to ensure smooth operations and a positive guest experience.

Support the team in maintaining high standards of customer service, professionalism, and operational efficiency.

Perform other duties as assigned.

First Shift: 7:00 AM–3:00 PM

Must be available to work weekends and holidays.

Previous supervisory or management experience.

Previous Front Desk, Reservations, or Contact Center experience.

Professional attitude and appearance at all times.

Ability to work effectively in a fast-paced environment.

Excellent verbal and written communication skills.

Ability to handle guest complaints and resolve concerns professionally.

Familiarity with Microsoft Office and Google Docs.

Strong multitasking, organizational, and time-management skills.

Ability to train, coach, motivate, and lead a team.

Strong problem-solving and decision-making skills.

Dependable, punctual, and able to maintain reliable attendance.

Strong teamwork skills and a commitment to providing exceptional guest service.

Reliable transportation and availability to work weekends and holidays.