Front Desk Manager

Front Desk Manager Heidel House Hotel & Conference Center | Green Lake, WI Position Summary The Front Desk Manager is a key leadership role responsible for overseeing all front office operations and ensuring a warm, seamless, and memorable guest experience from arrival to departure. This position leads the front desk team with professionalism, accountability, and a strong service mindset while maintaining operational excellence, accurate financial controls, and effective communication across departments. The Front Desk Manager plays a critical role in setting the tone for the entire guest experience and serves as a culture carrier for Heidel House hospitality standards. Key Responsibilities Guest Experience & Service Excellence Ensure every guest is welcomed warmly and professionally, delivering consistent “WOW” experiences. Resolve guest concerns with empathy, urgency, and ownership, escalating when appropriate. Monitor guest feedback, online reviews, and surveys; implement improvements and coach staff accordingly. Ensure adherence to brand standards, property policies, and service expectations. Leadership & Team Management Lead, coach, and develop front desk agents, night audit, and supervisors. Create and maintain a positive, professional, and accountable team culture. Schedule staff appropriately to meet business demands while managing labor costs. Conduct onboarding, training, performance reviews, and corrective action as needed. Serve as a role model for professionalism, communication, and guest-first decision making. Front Office Operations Oversee daily front desk operations including check-in/check-out, room assignments, billing accuracy, and cash handling. Ensure accurate reservations management, room inventory, and communication with housekeeping. Maintain strong knowledge of PMS systems, room types, rates, packages, and promotions. Support night audit processes and ensure compliance with financial controls. Financial & Administrative Oversight Manage cash banks, deposits, and shift balancing procedures. Review daily reports, occupancy forecasts, and front office metrics. Assist with budgeting, labor management, and operational efficiency initiatives. Ensure compliance with safety, security, and emergency procedures. Cross-Department Collaboration Communicate effectively with Housekeeping, Maintenance, Sales, Restaurants, and Management. Participate in daily morning meetings and contribute proactive solutions. Anticipate guest needs and operational challenges before they arise. A Day in the Life No two days are the same. The Front Desk Manager may start the morning reviewing arrivals and VIPs, coaching a team member through a guest recovery situation, collaborating with housekeeping on room readiness, jumping in during peak check-in, and ending the day reviewing reports and preparing the team for success tomorrow. This role balances hands-on leadership with strategic oversight. Qualifications & Experience Minimum 2–4 years of hotel front desk or front office leadership experience. Strong customer service mindset with proven leadership and coaching skills. Experience with PMS systems ChoiceAdvantage or similar preferred). Excellent communication, problem-solving, and organizational skills. Ability to lead in a fast-paced, guest-focused environment. Flexible schedule including evenings, weekends, and holidays as needed. Core Competencies Guest Service Excellence People Leadership & Accountability Communication & Collaboration Problem Solving & Decision Making Attention to Detail Professionalism & Integrity Why Join Heidel House Be part of a leadership team committed to growth, accountability, and excellence Work at a premier lakeside hotel with a strong reputation and loyal guests Opportunity to shape guest experiences and develop future leaders Competitive compensation and benefits Pay: $19.00 - $22.00 per hour Expected hours: No less than 40.0 per week Benefits: Employee discount Flexible schedule Paid time off Work Location: In person