Position Summary
The Front Desk Manager oversees the daily front desk operations at a Choice Hotels–branded property and provides limited administrative and operational support in coordination with a remote General Manager. This role serves as the primary on-site leader for front office operations, guest satisfaction, and brand compliance.
This position supports the General Manager remotely but does not function as an on-site General Manager and does not carry independent financial or HR authority.
Key Responsibilities
Front Desk Operations & Guest Experience
- Oversee daily front desk operations in accordance with Choice Hotels brand standards
- Supervise, train, and support front desk agents
- Handle guest complaints, service recovery, and escalations professionally
- Ensure proper cash handling, shift procedures, and front desk controls
- Review night audit reports and address discrepancies
- Maintain front office organization, cleanliness, and brand presentation
Scheduling & Payroll Support
- Prepare and manage front desk schedules
- Monitor attendance, coverage, and shift changes
- Collect, review, and verify employee timecards
- Submit payroll hours to the General Manager or payroll provider
- Identify and report overtime, missing punches, or discrepancies for approval
Administrative & Remote GM Support
- Monitor and respond to operational emails on behalf of the General Manager
- Communicate daily operational updates and urgent matters to the GM
- Prepare basic daily and weekly reports (occupancy, arrivals, issues, follow-ups)
- Coordinate with housekeeping and maintenance teams to support daily operations
- Assist with brand audits, QA inspections, and compliance follow-ups
Chargebacks & Guest Reviews
- Respond to chargebacks using approved templates and documentation
- Gather folios, registration cards, and supporting materials
- Submit chargeback responses per Choice brand and processor guidelines
- Monitor and respond to guest reviews on Choice platforms, OTAs, and Google using approved brand tone and standards
Marketplace & Ordering
- Place routine marketplace orders (snacks, beverages, guest supplies)
- Maintain inventory levels based on approved reorder points
- Follow vendor and budget guidelines established by management
- Report shortages, low stock, or unusual usage to the General Manager
Availability & Schedule Flexibility
- Must have open availability, including mornings, evenings, weekends, and holidays
- Must be available to work any day of the week, up to seven (7) days as operationally needed
- Must be flexible to cover shifts in case of emergencies, call-outs, or staffing shortages
- Schedule may vary based on business needs
- Flexibility and availability are essential due to the remote General Manager model
While reasonable scheduling efforts will be made, operational needs may require schedule adjustments, including short-notice changes.
Authority & Limitations
This position does NOT include:
- Running or processing payroll independently
- Hiring, termination, or disciplinary authority
- Setting pay rates or approving overtime without GM approval
- Accounting, bookkeeping, AR/AP, or franchise billing
- Handling Choice franchise fees, contracts, or legal matters
- Making financial or contractual commitments on behalf of ownership
All major decisions must be approved by the remote General Manager.
Qualifications
- Minimum 2–3 years of hotel front desk or front office management experience
- Prior experience with Choice Hotels–branded properties preferred
- Strong guest service, leadership, and problem-solving skills
- Comfortable working independently with remote supervision
- Organized, reliable, and detail-oriented
- Proficient with PMS, email, and basic operational reporting
Work Environment
- On-site leadership role at a Choice Hotels property
- General Manager is remote; daily communication is required
- Requires flexibility, reliability, and the ability to manage multiple responsibilities
Compensation
- Hourly position
- Competitive hourly rate based on experience and assigned responsibilities
Pay Range: $18-$21
To apply please email resume to Tamer@finehospitality.com