Front Desk & Guest Experience Manager
On-siteColumbia, Maryland, United States
Job Summary
Lead daily Front Desk operations by conducting stand-ups, creating schedules, and managing staffing to ensure compliance with Marriott standards. Create memorable arrival and departure experiences while personally assisting VIPs and handling guest concerns with urgency. Recruit, train, and coach Front Office associates to build a culture of hospitality and accountability. Partner with Housekeeping, Engineering, Food & Beverage, Sales, and Events to support seamless service, room inventory, and revenue opportunities. Monitor guest feedback and online reviews to identify improvement opportunities. Oversee cash handling, reports, and audit procedures while ensuring safety and security protocols are followed.
Required Qualifications
- 3+ years of hotel Front Office experience
- Flexible availability including mornings, evenings, weekends, and holidays
Desired Qualifications
- Previous supervisory or management experience preferred
- Luxury, lifestyle, or Marriott hotel experience strongly preferred
- A natural leader who enjoys developing and motivating people
- Excellent communication, problem-solving, and organizational skills
- Comfortable making decisions and handling challenging guest situations
- Experience with hotel property management systems and Microsoft Office
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