Front Desk Manager at Residence Inn by Marriott, Horsham PA

The Front Desk Manager is a key member of the leadership team, responsible for overseeing the daily operations of the Front Office, leading the front desk staff, and ensuring an exceptional guest experience. This role requires a dynamic leader who fosters a positive, team-focused, and service-driven culture while ensuring adherence to brand standards. The ideal candidate will have strong operational knowledge of hotel systems—Marriott FOSSE PMS experience is a plus—and a proven ability to motivate staff and drive guest satisfaction.

• High School diploma or equivalent required; college coursework in hospitality preferred

• Minimum 3 years of progressive experience in a hotel front office or supervisory role

• Prior experience in a Marriott-branded property is strongly preferred

• Familiarity with Marriott’s FOSSE Property Management System is a plus

• Previous experience in training and mentoring team members

• Excellent communication, organizational, and problem-solving skills

• Ability to multitask and manage high-pressure situations with professionalism and composure

• Supervise and support the front desk team to ensure efficient, friendly, and professional service

• Act as the primary point of contact for escalated guest concerns, complaints, and special requests

• Ensure smooth daily operations, including check-ins, check-outs, billing, and reservation procedures

• Monitor room inventory, rate accuracy, and occupancy levels in coordination with the revenue team

• Oversee and maintain full functionality of the front office systems and ensure staff proficiency, especially with Marriott’s FOSSE PMS system

• Ensure guest profiles and preferences are updated accurately in the system

• Train, mentor, and schedule front desk associates, ensuring adherence to brand service standards

• Lead by example—demonstrate a warm, welcoming, and enthusiastic approach toward guests and staff

• Build a cohesive, upbeat team culture that encourages collaboration, accountability, and positivity

• Promote a professional work environment that supports creativity, efficiency, and high morale

• Recognize and celebrate staff contributions to maintain engagement and motivation

• Foster an environment where feedback is shared openly and respectfully

• Maintain accurate records of departmental performance, payroll, and daily shift reports

• Review and verify front desk financials, including cash drops, transaction reports, and folio accuracy

• Assist with budget planning, staffing forecasts, and cost control measures

• Ensure compliance with Marriott brand standards, hotel policies, and regulatory guidelines

• Handle staff performance evaluations, corrective actions, and professional development plans

• Collaborate with Housekeeping, Sales, Engineering, and other departments to optimize guest satisfaction

• Participate in management meetings and assist in planning hotel-level initiatives

• Ensure timely delivery of packages, messages, and special guest requests

• Assist with emergency procedures, audits, and front office inspections

• Support the GM in implementing property-wide service and operational strategies

• Ability to stand, walk, and work at a computer for extended periods

• Occasionally lift and carry items up to 20 lbs.

• Flexible to work weekends, holidays, and evening shifts as needed

• Comfortable working in a fast-paced, guest-centric environment

At Residence Inn by Marriott – Horsham, PA, we believe in creating memorable experiences for our guests and a vibrant, rewarding workplace for our team. If you’re a driven leader who thrives in a guest-first environment and can inspire a positive and energetic team culture, we invite you to apply and grow your career with us.