Front Desk Manager

Description

The Front Desk Manager (Haus Experience Manager) is responsible for leading the daily operations of the Front Desk and Haus Experience team, ensuring exceptional service, operational excellence, and memorable guest and member experiences.

This role provides hands-on leadership to the Front Desk team, oversees guest arrival and departure experiences, drives service standards, and serves as a key operational leader within the property. The Front Desk Manager partners closely with department leaders to ensure seamless communication, efficient operations, and a consistently elevated experience for guests, members, and owners.

The ideal candidate is a hospitality professional who thrives in a fast-paced environment, enjoys leading teams, solving problems, and creating meaningful guest experiences.

Key Responsibilities 

Front Desk Leadership & Operations

• Lead the day-to-day operations of the Front Desk/Haus Experience team.
• Recruit, train, coach, and develop Front Desk team members.
• Create schedules that balance service standards, business needs, and labor budgets.
• Conduct performance reviews, provide ongoing coaching, and address performance concerns when necessary.
• Ensure team members consistently deliver exceptional guest and member service.
• Maintain coverage and operational efficiency across all shifts.

Guest & Member Experience

• Oversee the arrival, departure, and overall guest journey to deliver a personalized and memorable experience.
• Support and enhance pre-arrival communication and guest engagement efforts.
• Resolve guest, member, and owner concerns promptly and professionally.
• Monitor guest feedback, surveys, online reviews, and Net Promoter Scores (NPS) and implement action plans for continuous improvement.
• Ensure welcome amenities, special requests, and guest recognition programs are executed consistently.

Rooms & Reservations Management

• Maintain accurate room inventory and ensure proper system connectivity across distribution channels.
• Support reservation processes, room assignment strategies, and operational readiness.
• Collaborate with Revenue Management and property leadership to identify opportunities to maximize occupancy and revenue.
• Ensure room status accuracy and effective communication between Front Desk and Haus-Keeping teams.

Manager on Duty Responsibilities

• Serve as Manager on Duty (MOD) and primary escalation point for operational, guest, and team issues.
• Review daily operational reports and ensure timely follow-up on outstanding items.
• Coordinate with department leaders to address service recovery opportunities and operational challenges.
• Maintain a visible presence throughout the property and support all departments as needed.

Team Development & Training

• Develop and maintain Front Desk training materials, SOPs, and service standards.
• Train team members on Gravity Haus systems, service expectations, and membership programs.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Support onboarding and ongoing professional development of team members.

Operational Excellence

• Ensure compliance with company policies, procedures, and brand standards.
• Maintain operational systems and processes to drive efficiency, accuracy, and consistency.
• Monitor department expenses and contribute to annual planning and budgeting efforts.
• Support sustainability initiatives by identifying opportunities to reduce waste and improve operational efficiency.

Cross-Functional Leadership

• Build strong partnerships with Haus-Keeping, Food & Beverage, Membership, Sales, and other property departments.
• Collaborate with leadership teams to support property goals, special events, and guest experience initiatives.
• Act as a positive ambassador for Gravity Haus, its culture, values, and community.

What We’re Looking For

• 3+ years of Front Office, Guest Services, or Hotel Operations leadership experience.
• Previous experience supervising or managing hospitality teams.
• Strong understanding of hotel operations, reservations, and property management systems.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Proven ability to lead teams, drive accountability, and develop employees.
• Highly organized with strong attention to detail and follow-through.
• Comfortable making decisions and solving problems in a dynamic environment.
• Passion for hospitality, guest experience, and creating memorable moments.
• Experience with hotel PMS systems and hospitality technology platforms preferred..

Work Environment

• Ability to stand and walk for extended periods.
• Ability to work flexible schedules, including nights, weekends, and holidays.
• Ability to lift up to 30 lbs occasionally.
• Comfortable working in a fast-paced, 24/7 operating environment.

About Gravity Haus

Gravity Haus is a community-driven adventure lifestyle brand with hotels, restaurants, and experiences that empower a modern way of travel. We create spaces where locals and travelers connect, refuel, and play — all rooted in the spirit of the outdoors and intentional living.

At the heart of everything we do are our core values, which guide our culture, service, and growth:

• Keep Growing
• Bring Others Along
• Create Powerful Moments
• Be “All-In” + Go the Distance
• Make it Better than You Found It

We’re looking for team members who share these values and want to make a meaningful impact in both their work and community.

What We Can Offer You

When you join Gravity Haus, you’re not just taking a job — you’re stepping into a community with benefits, perks, and opportunities to grow. Full-time team members enjoy health insurance, a 401(k) with company match, and an All-In Gravity Haus Membership that includes adventure perks like discounted stays, gear rentals, wellness programming, and more. Part-time team member benefits vary.

Relocation Assistance Available

For candidates considering a move to join our team, Gravity Haus offers a relocation assistance package, including temporary housing support, to help ensure a smooth transition to the area. Details will be discussed during the interview process.