Hotel Front Desk Manager
7 days ago
Saratoga Springs
Job Description Front Desk Manager Position: Full-Time, Non-Exempt, Overtime Eligible Reports to: General Manager Location: Saratoga Arms Hotel, Saratoga Springs, NY Position Overview The Front Desk Manager oversees all aspects of the front office, including guest check-in/check-out, reservations, and team leadership. This role requires a balance of operational expertise and a guest-first mindset, ensuring every interaction reflects the warmth, attentiveness, and professionalism of a luxury boutique hotel. The Front Desk Manager will also collaborate closely with the Concierge Manager to build detailed guest profiles and create surprise-and-delight experiences that elevate every guest's stay. What We Offer • Base salary with performance-based bonus opportunities., • Health, dental, and vision benefits., • SIMPLE IRA with company match., • Paid time off and hotel discounts., • Professional growth and development in a boutique luxury setting., • Serve as the primary ambassador of the hotel’s brand and service philosophy., • Anticipate and fulfill guest needs, ensuring a seamless and personalized stay., • Resolve guest concerns and service issues with professionalism, empathy, and efficiency., • Collaborate with the Concierge Manager to build guest profiles, capture preferences, and curate personalized touches throughout the guest journey. Front Office Operations • Supervise daily front desk operations, including check-ins, check-outs, room assignments, and billing., • Oversee and manage the hotel’s reservation system, ensuring accuracy in bookings, confirmations, and pre-arrival communication., • Monitor room availability and work with housekeeping and maintenance to ensure readiness and smooth turnover., • Uphold service standards that reflect luxury-level hospitality., • Ensure compliance with all hotel policies, safety procedures, and industry regulations. Leadership & Team Development • Recruit, train, schedule, and mentor front desk associates and night auditors., • Lead by example with a hands-on, visible presence at the front desk., • Conduct regular team meetings, coaching sessions, and performance evaluations., • Foster a culture of hospitality, teamwork, and continuous improvement. Financial & Administrative Responsibilities • Assist in developing and managing the front office budget., • Monitor and reconcile daily transactions, deposits, and reporting., • Track and improve key performance indicators (guest satisfaction, efficiency, upselling success)., • Support revenue goals by promoting hotel amenities, upgrades, and packages. Collaboration • Work closely with the Concierge Manager to ensure a seamless guest journey and to align on surprise-and-delight strategies., • Partner with housekeeping, food & beverage, and sales teams to deliver consistent service across departments., • Provide feedback to leadership on guest preferences, booking trends, and opportunities to enhance offerings.Qualifications:, • 3–5 years of front office or guest services experience in luxury hotels, resorts, or upscale boutique properties., • Minimum 1–2 years of leadership experience in a hospitality setting., • Proficiency in property management systems (PMS) and reservations software., • Strong leadership, communication, and organizational skills., • Hands-on, service-driven, and detail-oriented., • Ability to work flexible hours, including evenings, weekends, and holidays., • Familiarity with local attractions, dining, and cultural offerings is a plus.About Company The Saratoga Arms Hotel is a luxury boutique hotel that gives guests a quiet, relaxing, and restorative vacation experience. We make sure our guests have an excellent stay in Saratoga Springs, providing sumptuous rooms, high-end amenities, friendly service, and a farm-to-table food experience for breakfast and evening cocktails. We spoil our guests with unparalleled advice about and access to all that Saratoga Springs has to offer: fabulous restaurants, historic sites, performing arts venues, and the famed Saratoga Race Course.