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Date: Aug 6, 2019

Location: Great Falls, MT, US, 59404

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Hotel Front Desk Manager

Job Description Summary

Basic Statement of Functions

Qualification Requirements:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Summary:  Directly supervises all front office personnel and ensures proper completion of all front office duties. Directs and coordinates the activities of the front desk, reservations, guest services, and handling of a multi-line switchboard. 


Job Specifications (Qualifications)


High school diploma or general education degree (GED).  One year Front Desk Clerk or Night Auditor experience preferred; or equivalent combination of education and experience.



Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence.  Must speak, read, write and understand English.



Ability to add, subtract, multiply, and divide at 12th grade level. Ability to apply concepts of basic algebra and geometry.



Must have experience in the following software: MS Excel, MS Word, Front Desk System, and company computer based program, PDI.



Ability to apply commonsense understanding to carry out written or oral instructions.



  • Must be able to smile and always be pleasant.
  • Must display a high degree of pride and integrity in job performance.
  • Must be able to learn and comprehend all company policies pertaining to his or her position and employment.
  • Must possess a high sense of confidentiality and be poised and possess a pleasant personality.
  • Must be a self-starter, have good judgment, and possess the quality of adaptability.
  • Ability to operate 10 key, computer, telephone, and facsimile machine with accuracy and speed.
  • Must have valid driver's license with acceptable driving record



  1. Manages hotel front office employee outcomes by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions with assistance from the GM or AGM; enforcing policies and procedures.
  2. Supervises workload during shifts.
  3. Verifies that accurate room status information is maintained and properly communicated.
  4. Resolves hotel guest dissatisfactions by planning and directing the receipt, investigation, evaluation, and settling of complaints, following-up with guests; personally resolving difficult situations.
  5. Updates group information. Meets and maintains group requirements, and relays any special group needs to the appropriate personnel.
  6. Reviews and completes credit limit report.
  7. Works within the allocated budget for the front office.
  8. Works a variety of shifts, including evenings and weekends.
  9. Enforces all cash-handling, credit card, and direct bill policies.
  10. Conducts regularly scheduled meetings of front office personnel.
  11. Wears the proper uniform at all times and requires all front office employees to wear proper uniforms at all times.
  12. Upholds the hotel's commitment to hospitality.
  13. Prepares performance reports related to front office operations.
  14. Meets hotel front office financial objectives by tracking occupancy and daily rate figures; estimating requirements; assisting in the preparation of an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
  15. Ensures implementation of all hotel policies and house rules.
  16. Prepares revenue and occupancy forecasting.
  17. Ensures the delivery of all messages, packages, and mail in a timely and professional manner.
  18. Ensures that employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees.
  19. Is familiar with all VIP’s and special guests, and monitors guest requests.
  20. Maintains all front office and stationery supplies.
  21. Reviews daily front office work and activity reports generated by night audit.
  22. Reviews front office log book and guest feedback forms on a daily basis.
  23. Performs other duties as assigned by management.
  24. Rotates every 3rd weekend as Manager on Call.



1. May be responsible for additional guest services, which may include, minor maintenance, and additional room supplies.

2. Other projects as assigned by Hotel Manager.



The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Ability to lift 10 lb. regularly and 30 lb. occasionally.
  • Ability to stand, walk, sit, use hands, reach with arms and hands, climb or balance, stoop, kneel, crouch or crawl, talk, hear, smell.



The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Ability to work in an open office environment with frequent background noise.
  • Ability to work in an open environment with frequent interruptions and customer interaction.
  • Ability to work in pleasant but demanding atmosphere.

This job may require a slight amount of exposure to outdoor enviromental conditions, for example, light snow shoveling or emptying exterior garbage cans.

Disclaimer: The list of requirements, duties, and responsibilities is not exhaustive but is merely the most accurate list for the current job.  Management reserves the right to revise the job description and to require that other tasks be performed when the circumstances of the job change (for example; emergencies, changes in personnel, workload of technical development).

Nearest Major Market: Great Falls
Nearest Secondary Market: Montana

Job Segment: Hotel, Manager, Hotel Reception, Management, Hospitality

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