About this role
Front Desk Shift Manager providing supervisory support across front office positions and ensuring daily operations meet service standards. Leads briefings, handles guest issues, coordinates with other departments via Maximo work orders, and enforces PCI Compliance while supporting occupancy and upsells.
Key Responsibilities
- Supervise day-to-day activities of front desk and rack clerks
- Perform pre-shift briefings and train/coach clerks as needed
- Handle guest complaints and coordinate group/VIP arrivals and departures
- Adhere to Payment Card Industry Security Standards (PCI Compliance) and maintain front desk procedures and overages/shortages
- Input work orders into Maximo and monitor upsells through LUXE while ensuring kiosks and occupancy goals are met
Technical Overview
Operational technology touchpoints include using ten-key/computer equipment, entering work orders into Maximo for engineering and housekeeping requests, and monitoring upsells through LUXE for agents. Also ensures front desk kiosks are functioning and maintains front desk procedures and records.
Ideal Candidate
The ideal candidate is a hotel front desk leader with strong communication, basic math/ten-key skills, and proven ability to supervise day-to-day front desk and rack clerk operations. They understand and enforce PCI Compliance, manage guest issues, coordinate with engineering/housekeeping using Maximo work orders, and drive occupancy and upsells using LUXE.
Must-Have Skills
High School diploma or equivalentExcellent communication skills with the ability to readwriteand communicate verbally in EnglishAbility to perform basic math functions; use ten-key and computer equipmentAdhere to Payment Card Industry Security Standards (PCI Compliance)Inputting work orders into Maximo for engineering and housekeeping requests
Nice-to-Have Skills
Monitor upsells through LUXE for agentsAssist guest services area when required
Tools & Platforms
MaximoLUXE
Required Skills
front desk shift managersupervise front desk clerks and rack clerkspre-shift briefingsguest complaints/problemsgroup and VIP arrivals/departuresscheduling recommendationsliaison between front office departmentsmonitor rooms available and placement of guestsPCI Compliancemaintain front desk proceduresmonitor clerk overages and shortagestrain front desk clerksMaximo work ordersIvy requestsLUXE upsellsfront desk kiosksdaily maximum occupancy levelsten-keycomputer equipment
Hard Skills
supervise day-to-day activities of the front desk clerks and rack clerkspre-shift briefingshandle guest complaints/problemsgroup and VIP arrivals/departuresscheduling recommendationsliaison between front office departmentsmonitor rooms available and the placement of guestsrecommend and assist with implementation of policies and proceduresPayment Card Industry Security Standards (PCI Compliance)maintain established procedures of the front deskmonitor clerk overages and shortagestrain new and existing front desk clerksinputting work orders into Maximo for engineering and housekeeping requestsanswer phone callsIvy requestsMaximoupsells through LUXE for agentsfront desk kiosks to make sure they are working correctlyensure area is neat and fully stocked at the end of shiftperiodic reviews and counseling of employees as neededachieve daily maximum occupancy levelsrespond to visual and aural cuesoperate all office equipmentmanual dexterity to operate office equipmentbasic math functionsuse ten-keyuse computer equipment
Soft Skills
excellent communication skillsability to readwriteand communicate verbally in Englishdecision-making skillsability to understand and comply with company and departmental rulesregulationspolicies and proceduresability to perform basic mathability to work flexible hoursability to deal effectively with the publiceasygoing demeanorexcellent interpersonal skillsobservation skillssupervisory assistance and supportwork effectively with staff and publicteamwork and coordination across departmentscustomer complaint handlingliaison communication
Keywords for Your Resume
Front Desk Shift ManagerShift Managerfront desk clerksrack clerkspre-shift briefingsguest complaintsgroup and VIP arrivalsVIP departuresschedulingliaisonPayment Card Industry Security Standards (PCI Compliance)PCI Compliancefront desk proceduresmonitor clerk overages and shortagestrain new and existing front desk clerksguest servicesphone callsIVY requestsMaximowork ordersengineering requestshousekeeping requestsupsellsLUXEfront desk kiosksdaily maximum occupancy levelsdecision-making skillsten-keycomputer equipmentvisual and aural cuesflexible hoursVIP arrivalsdaily maximum occupancy
Deal Breakers
High School diploma or equivalent, Adhere to Payment Card Industry Security Standards (PCI Compliance), Ability to input work orders into Maximo for engineering and housekeeping requests, Strong written/verbal English communication and basic math/ten-key competency
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