*job title*: front desk manager
*department*:front desk
*reports to*:operations manager
*location*: musa, on-site
*employment classification*:full-time
*our people-first culture*:at musa our team of employees are critically important to us. We are not interested in any definition of success that does not include caring for our employees and deliberately creating opportunities for growth in their employment and thriving in their personal lives.
*position overview*
the *front desk manager* oversees the operations of the front desk, ensuring the team delivers an exceptional guest experience from check-in to check-out. This leadership role focuses on training and mentoring front desk staff, optimizing workflow, and coordinating with other departments to provide seamless service. The front desk manager also addresses guest concerns, resolves issues, and ensures the front desk operates efficiently, reflecting musa’s commitment to excellence.
*key responsibilitiesleadership & team management*
- recruit, train, and mentor front desk team members, fostering a culture of hospitality and professionalism.
- create and manage schedules to ensure adequate front desk coverage at all times.
- conduct regular team meetings to share updates, address challenges, and maintain alignment with musa’s values and objectives.
- lead by example, demonstrating exceptional guest service standards and problem-solving skills.
*guest services & experience*
- oversee guest check-in and check-out procedures, ensuring a smooth and welcoming experience.
- monitor and support team members in addressing guest inquiries, requests, and complaints with efficiency and empathy.
- ensure all guest interactions align with musa’s commitment to providing a personalized and memorable experience.
*operations & communication*
- act as the primary liaison between the front desk and other departments (housekeeping, maintenance, food & beverage, etc.), ensuring seamless communication and service delivery.
- develop and implement standard operating procedures to improve efficiency and consistency in front desk operations.
- maintain a detailed knowledge of musa’s services, amenities, and policies to assist guests and guide staff effectively.
*administrative & financial oversight*
- review and manage daily front desk reports, guest folios, and billing accuracy.
- handle escalated payment disputes and resolve discrepancies promptly.
- monitor reservation systems to ensure proper room assignments and fulfillment of special requests.
- collaborate with the general manager to analyze front desk performance metrics and identify areas for improvement.
*guest relations & issue resolution*
- address escalated guest concerns and complaints, finding solutions to ensure guest satisfaction.
- follow up on guest feedback, using insights to improve front desk service delivery.
- build strong relationships with repeat guests, fostering loyalty and trust in the musa brand.
*qualifications*
- proven experience in front desk or hospitality management, preferably in a boutique or luxury setting.
- strong leadership and team-building skills with a focus on developing and mentoring staff.
- exceptional communication and interpersonal skills, with a guest-focused approach.
- strong problem-solving skills and the ability to remain calm and composed under pressure.
- familiarity with local attractions, restaurants, and services to provide accurate guest recommendations.
Tipo de puesto: tiempo completo
beneficios:
- ayuda o servicio de transporte
- descuento de empleados
- programa de referidos
- servicio de comedor
tipo de jornada:
- incluye fines de semana
- rotativo
- turno de 8 horas
lugar de trabajo: empleo presencial