Front Desk Manager at Samesun Venice

Summary

At Samesun, we welcome culture-seeking travelers from around the world - and we're looking for someone who thrives in a vibrant hostel environment, is passionate about guest service, and loves making sure everyone has an unforgettable stay. The Front Desk Manager ensures exceptional guest service, supports daily property operations, and maintains efficient administrative and front-desk functions. This role assists with supervising the team, resolving guest issues, managing reservations and property systems, and executing brand standards to ensure an excellent hostel experience. This position balances guest service, operational execution, and team leadership while maintaining a professional, solution-focused environment.

*Open availability is a must (weekends, holidays).

Guest Experience & Front Desk

- Oversee front desk agents and functions

- Serve as primary point of contact for guests; welcome, register, and assist throughout stay

- Resolve guest concerns promptly and professionally

- Promote activities, amenities, and local experiences

- Maintain lobby and common areas; monitor property cleanliness and safety

- Respond to and manage guest reviews and feedback channels

Reservations & Systems

- Oversee PMS, reservations, cancellations, no-shows, and group bookings

- Ensure accuracy across third-party booking platforms

- Monitor and maintain inventory for front desk and housekeeping supplies

Operations & Safety

- Ensure compliance with safety, cleanliness, and security standards

- Enforce facility rules, loitering and smoking regulations

- Maintain lost & found, luggage storage, and mail processes

- Perform minor maintenance tasks and escalate repairs when needed

Team Leadership

- Support ongoing training and coaching of staff

- Maintain positive, professional environment; model guest-centric culture

- Help coordinate workload and daily task assignments

- Ensure compliance with labor laws (breaks, overtime approval, etc.)

Required Skills

- Strong communication & guest service skills

- Leadership ability and calm conflict-resolution style

- Strong organizational & time-management ability

- Proficiency in PMS systems, Microsoft/Google Suite

- Ability to multitask in a fast-paced environment

- Detail-oriented and self-directed

Experience & Education

- High school diploma or equivalent (required)

- 2-3 years hospitality, customer service, or related experience

- Previous supervisor or lead experience preferred

- Experience in hostels or travel/hospitality a plus

Physical Requirements

- Ability to stand/walk for prolonged periods

- Lift/move up to 50 lbs

- Climb stairs frequently

- Bend, kneel, and reach as required for tasks