• Manage the daily operations of the Front Desk and ensure exceptional guest service standards are consistently maintained.

• Lead, coach, motivate, and support Front Desk Agents to achieve service and performance goals.

• Oversee guest arrivals, departures, room assignments, requests, accommodations, and overall guest experience.

• Resolve guest concerns, complaints, and service recovery opportunities professionally, efficiently, and with empathy.

• Ensure compliance with Wyndham Hotels & Resorts and Dolce Hotel operating standards, policies, and procedures.

• Monitor room inventory, occupancy levels, room status, and guest preferences to support efficient hotel operations.

• Manage Front Desk personnel, scheduling, onboarding, training, and ongoing development of team members.

• Ensure accurate cash handling, billing, posting, payment processing, and completion of required Front Desk procedures.

• Review daily audit requirements and ensure discrepancies are identified, investigated, and addressed promptly.

• Maintain clear and effective communication with Housekeeping, Engineering, Food & Beverage, Security, Sales, Reservations, and other hotel departments.

• Oversee VIP arrivals, group arrivals, special occasions, meetings, and hotel events.

• Ensure the Front Desk and lobby areas are clean, organized, professional, and welcoming at all times.

• Promote hotel amenities, services, dining outlets, and local experiences to enhance guest satisfaction and hotel revenue.

• Monitor guest feedback and identify opportunities to improve the overall guest experience.

• Work closely with the Front Office Manager and hotel leadership on daily operational needs, departmental goals, and special projects.

• Serve as a leader on duty when assigned and ensure appropriate follow-up on operational and guest-related issues.

• Ensure proper communication during shift changes, including outstanding guest requests, incidents, maintenance concerns, and operational updates.

• Monitor team performance and provide coaching, feedback, recognition, and corrective action when necessary.

• Maintain guest confidentiality and protect hotel and guest information at all times.

• Assist with achieving Front Desk financial goals, including revenue opportunities, upselling, proper billing, and minimizing financial discrepancies.

• Ensure Front Desk associates follow established hotel procedures and provide consistent service across all shifts.

• A minimum of two years of Front Desk, Guest Services, or hospitality supervisory experience is preferred.

• Previous Front Desk management experience strongly preferred.

• Hotel or resort experience is strongly preferred.

• Wyndham Hotels & Resorts experience preferred but not required.

• Previous experience with a hotel Property Management System (PMS) preferred.

• Strong leadership, communication, and guest relations skills.

• Ability to effectively coach, motivate, and develop team members.

• Ability to resolve guest concerns professionally while maintaining a positive and welcoming attitude.

• Strong organizational skills with the ability to multitask and prioritize in a fast-paced environment.

• Strong attention to detail and ability to maintain accuracy with cash handling and guest accounts.

• Proficiency with hotel property management systems, Opera Cloud preferred, and Microsoft Office.

• Professional appearance and demeanor.

• Ability to work independently, make sound decisions, and effectively manage operational challenges.

• Ability to work flexible schedules, including mornings, evenings, weekends, holidays, and special events.

Koosh Collection is a growing hospitality and restaurant group focused on creating unique experiences for our guests and building a strong team of talented, passionate, and dedicated people.

Our collection includes different hotels, restaurants, and hospitality concepts, each with its own personality, culture, and style. We believe that great hospitality starts with great people, which is why we are always looking for talented, motivated, and unique individuals who want to grow with us and make a difference.

At Koosh Collection, our leaders work together to maintain high standards of guest service, quality, and hospitality across our properties while giving our team members opportunities to learn, grow, and develop their careers.

We are looking for people who are ready to bring their personality, talent, creativity, and passion for hospitality to our team.

Come grow with Koosh Collection and be part of something unique.