Front Desk Training Manager

Summary: The Front Desk Training Manager monitors and provides a support role for front desk associates, leads, and supervisors in the day-to-day operations of the front desk. Coordinates front offices activities of the hotel, resolves guest issues, reservation and room assignment activities. They also assign duties and tasks to associates and observe performances to ensure adherence to resort policies and established operating procedures.

Responsibilities

Develops, coordinates, and delivers comprehensive training and cross-training programs to ensure associates maintain proficiency in operational procedures, service standards, and company policies. Monitors real-time staffing levels throughout each shift, adjusting resources as needed to maintain optimal service delivery, operational efficiency, and labor productivity goals.

Oversees associates' daily assignments, productivity, attendance, and performance expectations to ensure departmental objectives and service standards are consistently achieved. Serves as the primary point of escalation for guest concerns, effectively resolving service, reservation, billing, and accommodation issues while maintaining high guest satisfaction and loyalty.

Addresses and resolves associate concerns, workplace conflicts, and operational challenges in a timely and professional manner to foster a positive work environment. Administers performance coaching, corrective action, and counseling sessions in accordance with company policies, while supporting employee development and engagement initiatives.

Manages room inventory and occupancy strategies, ensuring accurate room assignments, maximizing revenue opportunities, and supporting inventory control processes. Coordinates and supervises daily front office operations, ensuring seamless execution of check-in/check-out processes, guest services, and administrative functions.

Collaborates with sales, reservations, housekeeping, and other departments to ensure all group arrivals, special requests, and event-related accommodations are executed successfully. Prepares, facilitates, and communicates detailed shift briefings, providing staff with operational updates, occupancy forecasts, VIP arrivals, service priorities, and departmental objectives.

Performs and oversees night shift operations, including posting room and tax charges, preparing arrival packages, supporting night audit functions, reconciling reports, and maintaining operational accuracy. Ensures compliance with established guest service standards, brand requirements, and operational procedures, consistently driving exceptional guest experiences and service excellence.

Maintains effective communication and coordination across departments to support hotel operations, guest satisfaction initiatives, and organizational goals. Analyzes operational trends, service metrics, and guest feedback to identify improvement opportunities and implement corrective action plans when necessary. Supports management in achieving departmental KPIs related to guest satisfaction, labor management, revenue optimization, and operational performance.

Comply with the company's drug-free and tobacco/nicotine-free policy. All other duties as assigned. Experience/Qualifications: 3 to 5+ years of front office or hotel operations experience required. Previous leadership or supervisory experience preferred. Experience in onboarding and training associates. Experience in guest service and problem resolution.

Ability to lift 25 lbs. frequently and up to 75 lbs. infrequently. Must be able to legally work in the USA.

Education

High school diploma or equivalent preferred, plus knowledge of a specialized field (however acquired), such as basic accounting, computer property management systems, hotel front desk rooms operations, etc. Discover Life at Rosen: Your career is here in our diverse and friendly workplace, where your individuality and ideas are valued.

Our company, with more than 3,000 associates, thrives on teamwork and ingenuity. It is this team that makes Rosen Hotels & Resorts® in Orlando one of Florida’s most respected hospitality companies to work for.

Benefits

Affordable Health and Dental Insurance On-site Medical Center Competitive Compensation Holiday Pay Birthday Pay Paid Vacation and Personal Days Tuition Reimbursement and Higher Education Scholarships 401(k) Retirement Savings Plan Childcare Financial Assistance Hospitality and Dining Discounts Access to our Family Outreach Center Excellent Career Growth Opportunities And much more We are proud to be an equal-opportunity employer and a drug- and nicotine-free workforce.