Job Description
Position Summary
The Rushmore Hotel & Suites is seeking a dependable, guest-focused Front Office Manager to oversee daily front-desk operations, lead and develop staff, and ensure a welcoming, professional experience for every guest.
This is a hands-on management position requiring strong leadership, organization, communication, and problem-solving skills, along with a commitment to excellent guest service.
Key Responsibilities
- Oversee daily front-desk operations, including reservations, room assignments, check-ins, checkouts, billing, cash handling, and accurate recordkeeping.
- Lead, schedule, train, and support front-desk staff; participate in recruiting, communicate performance expectations, and provide ongoing coaching and feedback.
- Coordinate group and VIP arrivals, repeat guests, special requests, and room accommodations to ensure guest needs are met.
- Handle guest questions, requests, and complaints professionally, resolving issues promptly and using sound judgment.
- Communicate and coordinate with housekeeping, maintenance, Sales, Catering, and other departments to support guest needs and efficient hotel operations.
- Ensure hotel policies, front-office procedures, and service standards are consistently followed.
- Monitor guest feedback and management reports to identify opportunities to improve guest satisfaction and departmental performance.
- Maintain a positive, team-oriented work environment and assist with front-desk duties as needed.
- Perform other duties as assigned by the Hotel General Manager or Revenue Manager.
Qualifications & Skills
Previous hotel, hospitality, or front-desk experience preferred; supervisory experience is a plus.
Strong customer-service, communication, leadership, and problem-solving skills.
Dependable, organized, and able to multitask, make decisions, and lead by example.
Comfortable using computers, Microsoft Word, Excel, and hotel reservation software.
Flexible schedule, including weekends and holidays as needed.