Front Desk Manager
westgate resorts, Kissimmee, FL, United States
Job Description
The Front Desk Manager is responsible for the overall financial, service, and operational performance of the Night Audit and Front Office overnight team. This role ensures strong Team Member engagement, exceptional guest satisfaction, and consistent financial results aligned with the Westgate Resorts vision. The Front Desk Manager serves as an ambassador for the Night Audit operation and collaborates closely with department leaders to support overall property success.
What you will do:
Directly supervise Front Desk Agents and are responsible for training, scheduling, assigning, and directing work, evaluating performance, supporting Team Member development, and resolving guest or Team Member concerns.
Lead and develop the Front Office team, including hiring, training, scheduling, and performance management.
Oversee daily front desk operations to ensure smooth check‑ins/outs, accurate billing, and exceptional guest service.
Audit and verify transactions, including room rates, credit card balances, and nightly bucket checks.
Complete and transition Night Audit tasks, ensuring accuracy and readiness for accounting.
Support Team Members and supervisors by providing guidance, resolving issues, and maintaining positive morale.
Generate and review financial and operational reports for leadership.
Drive revenue through upselling initiatives and room upgrade programs.
Monitor guest feedback platforms (Medallia, Google Reviews, Expedia, etc.) and implement service improvement strategies.
Ensure compliance with Westgate standards and deliver consistent training to uphold service excellence.
Maintain regular communication with leadership and demonstrate reliable attendance and accountability.
Perform other duties as assigned.
Qualifications
Toperform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
What you will bring
3+ years of hospitality experience, including at least 1 year in a leadership role.
Experience leading teams and overseeing front office or operational functions.
Strong analytical and decision‑making skills with the ability to interpret data and apply insights to improve operations.
Excellent interpersonal and communication skills, with the ability to build positive relationships with guests, staff, and leadership.
Proven ability to thrive in a fast‑paced hospitality environment while balancing multiple priorities with accuracy and professionalism.
Physical Demands
Must occasionally lift and/or move up to 10 pounds and regularly lift, pull, push, and/or move up to 10 pounds.
Must be able to stand and walk for up to eight (8) hours.
Language Skills
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to read and interpret complex technical, financial, and legal documents; respond to sensitive inquiries; write in a formal publication style; and effectively present complex topics to senior leadership and public audiences.
Education & Certifications
Associate degree in Hospitality, Business Management, or related field preferred.
Additional Information
Comprehensive Health Benefits – Medical, Dental, and Vision Coverage
Paid Time Off – Vacation, Sick, and Personal Time to Recharge
Paid Holidays
401(k) with Generous Company Match to Support Your Future
Daily Pay – Access Your Earnings When You Need Them
Family‑Focused Benefits – Pregnancy, Parental Leave, and Adoption Assistance
Wellness Programs to Support Your Well‑Being
Flexible Spending Accounts (FSA)
Tuition Assistance to Help You Grow Your Career
Military Leave
Employee Assistance Program (EAP) – Support When You Need It Most
Life, Disability, Accident, Critical Illness, and Hospital Insurance
Pet Insurance for Your Furry Family Members
Loyalty Program – Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and More
Low‑Cost Gym Membership
NEW! David A. Siegel Legacy Scholarship
– Up to $40,000 for Team Members’ Dependents
Career Growth and Advancement Opportunities
Community Involvement – Give Back and Make an Impact
Westgate Resorts is an Equal Employment Opportunity employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email WGAccommodations@wgresorts.com with the job title and the location of the position for which you are applying.
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The Front Desk Manager is responsible for the overall financial, service, and operational performance of the Night Audit and Front Office overnight team. This role ensures strong Team Member engagement, exceptional guest satisfaction, and consistent financial results aligned with the Westgate Resorts vision. The Front Desk Manager serves as an ambassador for the Night Audit operation and collaborates closely with department leaders to support overall property success.
What you will do:
Directly supervise Front Desk Agents and are responsible for training, scheduling, assigning, and directing work, evaluating performance, supporting Team Member development, and resolving guest or Team Member concerns.
Lead and develop the Front Office team, including hiring, training, scheduling, and performance management.
Oversee daily front desk operations to ensure smooth check‑ins/outs, accurate billing, and exceptional guest service.
Audit and verify transactions, including room rates, credit card balances, and nightly bucket checks.
Complete and transition Night Audit tasks, ensuring accuracy and readiness for accounting.
Support Team Members and supervisors by providing guidance, resolving issues, and maintaining positive morale.
Generate and review financial and operational reports for leadership.
Drive revenue through upselling initiatives and room upgrade programs.
Monitor guest feedback platforms (Medallia, Google Reviews, Expedia, etc.) and implement service improvement strategies.
Ensure compliance with Westgate standards and deliver consistent training to uphold service excellence.
Maintain regular communication with leadership and demonstrate reliable attendance and accountability.
Perform other duties as assigned.
Qualifications
Toperform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
What you will bring
3+ years of hospitality experience, including at least 1 year in a leadership role.
Experience leading teams and overseeing front office or operational functions.
Strong analytical and decision‑making skills with the ability to interpret data and apply insights to improve operations.
Excellent interpersonal and communication skills, with the ability to build positive relationships with guests, staff, and leadership.
Proven ability to thrive in a fast‑paced hospitality environment while balancing multiple priorities with accuracy and professionalism.
Physical Demands
Must occasionally lift and/or move up to 10 pounds and regularly lift, pull, push, and/or move up to 10 pounds.
Must be able to stand and walk for up to eight (8) hours.
Language Skills
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to read and interpret complex technical, financial, and legal documents; respond to sensitive inquiries; write in a formal publication style; and effectively present complex topics to senior leadership and public audiences.
Education & Certifications
Associate degree in Hospitality, Business Management, or related field preferred.
Additional Information
Comprehensive Health Benefits – Medical, Dental, and Vision Coverage
Paid Time Off – Vacation, Sick, and Personal Time to Recharge
Paid Holidays
401(k) with Generous Company Match to Support Your Future
Daily Pay – Access Your Earnings When You Need Them
Family‑Focused Benefits – Pregnancy, Parental Leave, and Adoption Assistance
Wellness Programs to Support Your Well‑Being
Flexible Spending Accounts (FSA)
Tuition Assistance to Help You Grow Your Career
Military Leave
Employee Assistance Program (EAP) – Support When You Need It Most
Life, Disability, Accident, Critical Illness, and Hospital Insurance
Pet Insurance for Your Furry Family Members
Loyalty Program – Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and More
Low‑Cost Gym Membership
NEW! David A. Siegel Legacy Scholarship
– Up to $40,000 for Team Members’ Dependents
Career Growth and Advancement Opportunities
Community Involvement – Give Back and Make an Impact
Westgate Resorts is an Equal Employment Opportunity employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email WGAccommodations@wgresorts.com with the job title and the location of the position for which you are applying.
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