Front Desk Manager

About the role

The Front Desk Manager assists the Front Office Manager in administering front office functions and supervising staff on a daily basis across Bell/Door Staff, Switchboard and Guest Services/Front Desk. The position directs and works with managers and employees to deliver an efficient check-in and check-out process, while ensuring guest and employee satisfaction and maximizing the department's financial performance. It is a full-time management position based in Reykjavik.

Key responsibilities

• Manage day-to-day front office operations, set goals and plans, handle complaints and disputes, and supervise staffing levels to meet guest service, operational and financial objectives.
• Lead and supervise the Front Desk team, acting as a role model and covering the Front Office or Assistant Front Office Manager in their absence.
• Provide exceptional customer service, coach employees, resolve guest problems and gather guest feedback.
• Implement the customer recognition/service program, train staff, monitor credit policies and procedures, and supervise same-day selling to maximize room revenue.
• Supervise daily shift operations and ensure compliance with policies, standards and SOPs, including disciplinary procedures.
• Support human resources activities such as mentoring, hiring, orientation and progressive discipline, and solicit employee feedback.
• Run Front Desk shifts when needed, attend departmental meetings and keep supervisors and executives informed.

Required profile

• High school diploma or GED, with 2 years of experience in guest services, front desk or a related field.
• Or a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or a related major; no work experience required.