The Role
Oversee daily Front Desk and Business Center operations, lead and develop Guest Services associates, ensure compliance with service and safety standards, manage staffing, labor, expenses, payroll, inventory, and revenue controls, and improve operational efficiency. The role maintains front-office systems, resolves guest concerns, coordinates with other departments, supports financial performance, and delivers exceptional guest and client experiences.
Summary Generated by Built In
The Q Center is looking for a Front Desk Manager to join our team!
Who We Are
At Q Center, we create exceptional experiences through hospitality, teamwork, and service excellence. As a full-service conference and event destination, our success is built on the people who create welcoming environments and memorable guest experiences every day.
Our Guest Services team plays an essential role in delivering the level of service our guests and clients expect. From welcoming guests at the Front Desk to supporting their needs throughout their stay, our team works together to create a seamless and exceptional hospitality experience.
If you are an experienced hospitality professional who enjoys leading a team, delivering exceptional guest service, and improving daily operations, this is an opportunity to make an impact while continuing to grow your leadership skills.
What’s the Role
As the Front Desk Manager, you will oversee the daily operations of the Front Desk and Business Center while ensuring efficient, consistent, and high-quality service delivery.
You will provide leadership, coaching, and development to Guest Services associates while ensuring compliance with Q Center policies, procedures, safety standards, and operational controls. You will work closely with guests, clients, associates, and other departments to anticipate needs, resolve concerns, and ensure an exceptional guest experience.
You will also support departmental financial and operational performance by managing staffing, labor, expenses, and operational resources while identifying opportunities to improve processes, productivity, and service delivery.
As a visible leader within Guest Services, you will lead by example while helping create an organized, efficient, collaborative, and guest-focused operation.
What You’ll Do to Be Successful
Leadership & Talent Development
- Lead, develop, and support Guest Services leadership and associates by providing coaching, guidance, and accountability.
- Recruit, interview, hire, onboard, and retain qualified associates in accordance with Q Center hiring practices.
- Conduct performance evaluations, provide ongoing feedback, recognize achievements, and administer corrective action in accordance with Q Center policies.
- Ensure associates complete required training and maintain compliance with Standard Operating Procedures, guest service standards, and risk management requirements.
- Conduct daily stand-ups, departmental meetings, and ongoing training to communicate operational priorities and reinforce service standards.
- Foster a positive, collaborative work environment that promotes teamwork, accountability, engagement, and continuous improvement.
Guest Service Operations & Compliance
- Oversee daily Front Desk operations to ensure compliance with Q Center policies, procedures, service standards, and operational controls.
- Ensure accurate cash handling, key control, Lost and Found procedures, and other Front Desk controls are consistently maintained.
- Ensure required operational records and documentation are completed accurately and timely.
- Maintain and monitor Front Office systems, including Opera, Passkey, POS, and other approved technology.
- Ensure Front Desk associates follow established procedures for safety, security, confidentiality, and risk management.
- Maintain clean, organized, and hazard-free guest service areas and storage locations.
- Ensure messages, packages, mail, and other guest items are logged and delivered accurately and timely.
- Maintain effective communication with Housekeeping, Accounts Receivable, Maintenance, and other departments to support coordinated guest and operational needs.
- Promote a safe working environment through regular inspections and enforcement of safety procedures.
Profitability & Performance Optimization
- Manage departmental forecasts, expenses, labor scheduling, payroll, and contract compliance to support operational and financial objectives.
- Prepare and review operational reports, schedules, payroll, revenue reports, and action plans.
- Ensure accurate occupancy, labor records, revenue, and financial documentation are maintained.
- Oversee inventory processes, purchasing, requisitions, and inventory controls to ensure accuracy and accountability.
- Ensure accurate and timely billing practices and maximize applicable revenue opportunities, including no-show revenue.
- Monitor departmental performance, productivity, guest service scores, and audit results to identify opportunities for improvement.
- Review departmental expenses and resources to achieve and maintain budgeted and forecasted costs.
- Utilize department technology systems and operational software to support daily operations, analyze performance, and improve decision-making.
Operational Excellence & Guest Experience
- Develop and implement Front Desk operating procedures and service standards to promote consistency and operational efficiency.
- Identify operational challenges and implement solutions to prevent recurring issues and improve departmental performance.
- Review daily Front Desk activity reports, Night Audit reports, End-of-Day reports, Supervisor recaps, and Guest Request Logs to identify and address operational issues.
- Adjust Front Desk workflows, staffing, communication, and procedures in response to changing business conditions.
- Ensure exceptional guest and client experiences through consistent service delivery, attention to detail, and adherence to Q Center hospitality standards.
- Maintain a visible and engaged presence at the Front Desk to support service delivery, address guest needs, and provide effective service recovery.
- Respond to guest and client concerns promptly and ensure appropriate follow-up.
- Monitor VIPs, special guests, special requests, and other guest considerations to ensure appropriate preparation and follow-through.
- Promote a service-oriented culture that anticipates guest and client needs and consistently delivers a high-quality hospitality experience.
- Perform additional duties and responsibilities as assigned.
What You Bring
We are seeking an experienced hospitality professional who is a confident leader, passionate about guest service, and able to balance team leadership with the day-to-day operational and financial responsibilities of managing a Front Desk operation.
Education & Experience
- High School diploma or equivalent required; Associate’s or Bachelor’s degree in Hospitality Management or related field preferred.
- Minimum three (3) years of progressive hotel or hospitality management experience, including direct supervisory responsibility, required.
- Experience working with hotel Property Management Systems (PMS) preferred.
- Experience with Opera Cloud and/or Passkey preferred.
- Experience with Point-of-Sale systems, cash handling, and Front Desk financial procedures preferred.
Skills & Qualifications
- Strong leadership, coaching, and team development skills.
- Knowledge of Front Office operations, guest service standards, and hotel procedures.
- Strong verbal and written communication skills with the ability to interact effectively with guests, clients, associates, and leadership.
- Strong problem-solving and decision-making skills with the ability to respond effectively to guest and operational concerns.
- Strong attention to detail and commitment to accuracy, service excellence, and operational standards.
- Ability to effectively manage multiple priorities in a fast-paced hospitality environment.
- Ability to lead by example while maintaining a professional, collaborative, and service-focused work environment.
The Details
Reports To: Guest Services Director
Status: Exempt
Status: Exempt
Physical Requirements: Active work environment requiring extended periods of standing and walking throughout the conference center, including frequent movement between operational areas. Ability to navigate meeting space and operational areas. Ability to lift, carry, push, or pull up to 20 pounds occasionally and up to 10 pounds frequently. Ability to work extended hours, including evenings and weekends, based on business demands.
Rate: $60,000/year
Work Schedule: As business needs, but usually 2:00pm – 11:30pm
Work Schedule: As business needs, but usually 2:00pm – 11:30pm
Benefits Include
- Paid time off from day 1
- 401(K) with employer match
- Holiday Pay
- Medical, Dental, and Vision Insurance with Wellness Credits 1st of the month following start date
- Employee Assistance Program from day 1
- Basic Life, AD&D 1st of the month following start date
- Disability Benefits 1st of the month following start date
- Employee Meals
- Parking
Our Commitment
At Q Center, every team member contributes to the guest experience. We value professionalism, teamwork, hospitality, and service excellence, and we are committed to creating an environment where employees can grow, contribute, and succeed.
As a Front Desk Manager, you will play an important role in leading our Guest Services team, maintaining high standards of service and operational excellence, and supporting the hospitality culture that defines Q Center.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other characteristic protected by law.
EEO is the Law Supplement Notice Pay Transparency
If you require a reasonable accommodation to complete an application, please email your request to [email protected] and provide the job title to which you are applying.
Skills Required
- High school diploma or equivalent
- Minimum three years of progressive hotel or hospitality management experience
- Direct supervisory responsibility
- Associate's or bachelor's degree in Hospitality Management or a related field
- Experience working with hotel Property Management Systems (PMS)
- Experience with Opera Cloud and/or Passkey
- Experience with Point-of-Sale systems, cash handling, and Front Desk financial procedures
- Strong leadership, coaching, and team development skills
- Knowledge of Front Office operations, guest service standards, and hotel procedures
- Strong verbal and written communication skills
- Problem-solving and decision-making skills
- Ability to manage multiple priorities in a fast-paced hospitality environment
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The Company
What We Do
Q Center is a premier, full-service conference and meeting venue located west of Chicago, specializing in corporate trainings, leadership retreats, and networking events. It features over 150,000 square feet of IACC-certified meeting space on 95 woodland acres, providing an inclusive environment that includes overnight accommodations, professional dining, and operational support for corporate programs.
