Front Desk Services Manager at Main Street Station

About This Job

The Front Desk Services Manager leads the daily operations of the Front Desk team. This role is responsible for leading a team of managers and specialists while also contributing to guest and owner experience, team support, and local office operations. This individual is empowered to make key decisions, coach team members, and collaborate cross-functionally to enhance service delivery.

Compensation

• $65000 - $75000 / year. Actual pay will vary based on a candidate's skill, experience, education and/or location.
• More benefits and company perks information below.

Essential Job Functions

• Responsible for leading and developing a team of Front Desk Specialists and Assistant Manager through effective coaching, mentoring, and performance management. Conduct regular one-on-one meetings and annual evaluations to support professional growth and ensure alignment with company goals.
• Oversee daily operations and workflow management to optimize team productivity and meet departmental objectives. Identify areas for improvement, and implement process enhancements to drive efficiency and quality outcomes.
• Foster a collaborative work environment that promotes open communication, innovation, and employee engagement. Address team conflicts constructively and in a timely manner as they arise. 
• Assist the recruiting process with interviewing, selection and onboarding new team members while ensuring compliance with company policies and employment regulations. 
• Serve as a key point of contact for guests, owners, and vendors at a local office, proactively managing and resolving inquiries to ensure exceptional experiences.
• Answer incoming phone calls and emails related to reservations, service requests, and local property concerns.
• Conduct outbound calls for issue resolution, guest follow-up, and operational coordination.
• Maintain strong relationships and open communication across internal departments to resolve requests efficiently.
• Monitor and track team and individual performance metrics.
• Support coordination of local unit availability for vendors, realtors, and scheduled visits.
• Assist with task assignments such as maintenance and housekeeping tickets, ensuring timely follow-up and completion.
• Identify potential leads for Business Development and route them appropriately.
• Maintain service levels and floor coverage during peak periods or when the Manager is unavailable.
• Other duties as assigned because every day is different in hospitality!

Skills + Qualifications

• Experience working in hotel, hospitality, vacation or similar industry is highly preferred.
• 2 - 3 years of experience in customer service or administrative support, preferably in hospitality, property management, or a service-driven industry. 
• Prior experience in supervisory or management level position in a similar industry.
• Tech-savvy with experience using various digital systems and applications and comfortable using mobile apps, tablets, and various software platforms.
• Comfortable using technology solutions (e.g., G Suite, ticketing platforms, phone/chat tools).
• Solid organizational skills, time management, and attention to detail.
• This role involves frequent travel between worksites, so reliable personal transportation is essential.
• Dependable and prepared. Showing up on time and ready to go is key to creating great stays for our guests and peace of mind for our homeowners.
• Must be dependable, self-motivated, and able to work independently while contributing positively to a collaborative team environment.
• Comfortable talking to people—online or in person—and being able to share information in a way that’s clear, thoughtful, and represents the company in a positive way always.

Workplace Environment + Physical Requirements

• Work may take place indoors or outdoors, in a variety of settings including private homes, resorts, offices, and laundry facilities — often in varying weather conditions.
• We’re in hospitality and our schedules can change based on guest and homeowner needs. Shifts may include early mornings, evenings, weekends, and holidays. We require flexibility to support this.
• Reliable transportation required.
• Ability to move freely (balancing, climbing, crawling, driving, squatting, standing, stooping, walking, bending, pushing, pulling, reaching, and repetitive hand/finger motions) and lift up to a maximum of twenty-five (25) pounds without assistance.

Benefits + Perks

• Health/dental/vision insurance based on hours worked
• Employer Sponsored & Voluntary Supplemental Benefits based on hours worked
• 401K retirement savings plan with immediate 100% company match on the first 4% you contribute
• Health & Dependent Care Flexible Spending Accounts based on hours worked
• Paid Flex Time Off
• Employee Assistance Program (EAP)
• Employee Discounts
• Please visit our careers page to review our full benefits offerings