Description
Plan, direct, and coordinate front office and guest services operations to deliver exceptional lodging experiences, resolve issues, manage staff and budgets, and ensure seamless coordination with other hotel departments.
- • Oversee front desk, concierge, bell, valet, and PBX operations.
- • Answer inquiries about hotel policies and services; resolve guest complaints and service recovery.
- • Assign duties, create schedules, and adjust staffing for guest services teams.
- • Train, coach, and onboard front-of-house staff.
- • Observe and evaluate staff performance to ensure standards and SOPs are met.
- • Coordinate with housekeeping and maintenance to ensure room readiness and timely service.
- • Manage reservations, room assignments, upgrades, and overbooking decisions.
- • Implement and maintain guest service policies, procedures, and brand standards.
- • Inspect lobbies and public areas for cleanliness, appearance, and ambiance.
- • Handle VIP arrivals, special requests, and amenities.
- • Monitor guest satisfaction scores and respond to reviews and feedback.
- • Participate in budgeting, forecasting, and cost control for guest services.
- • Support revenue through upselling, packages, and loyalty enrollment.
- • Prepare daily reports, logs, and required paperwork.
- • Ensure accurate billing, folios, and financial compliance.
- • Oversee cash handling, payments, deposits, and end-of-day reconciliation.
- • Purchase front office supplies and coordinate third-party services such as transportation and laundry.
- • Arrange transportation, dining recommendations, and local attraction bookings.
- • Organize group blocks and arrivals; coordinate meeting and event details with sales and catering.
- • Manage pre-arrival communications, confirmations, deposits, and cancellations.
- • Conduct shift briefings and maintain clear interdepartmental communication.
- • Enforce security, key control, and emergency procedures at the front desk.
- • Maintain PMS and telephony systems; liaise with IT for issues and updates.
- • Greet and register guests.
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Related Pathways
Hospitality, Events & Tourism
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Tasks & skills:
O*NET occupational data (work activities, skills, knowledge).
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Sources & Standards:
This site includes information from O*NET by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA), used under the CC BY 4.0 license. Career Clutch has modified some of this information for student readability. USDOL/ETA has not approved, endorsed, or tested these modifications. O*NET® is a trademark of USDOL/ETA.
Last reviewed: Jan 2026
