Front Office Manager

Leisure Sports, Inc. • Aliso Viejo, CA

77d

About The Position

The Front Office Manager is responsible for managing the execution and day-to-day activities of all operations in the rooms' area department, which includes the Hotel Front Desk, DTS, R Pantry, and Hotel Runners. This role leads the room operations team in the absence of the Hotel Manager, striving to improve hotel guest and department associate satisfaction while maximizing the financial performance of the department. The manager monitors compliance with standards and procedures, assists in meeting property goals, and ensures adherence to Marriott-related hotel metrics and other management-level initiatives. The position also involves assisting associates with guest arrival and departure procedures, maintaining cleanliness in arrival areas and the lobby, and upholding RCSAV Service Standards.

Requirements

• Guest Service Obsession and ability to instill hospitality in the team.
• Knowledge of Room Operations and Room Yield Management Skills.
• Initiative and Leadership as a Department Head.
• Excellent Communication Skills.
• Hiring, Training, and Coaching Skills.
• Professional, Responsible, Loyal, and Trustworthy.
• Organization Skills and ability to Multi-Task in busy operations.
• Ability to work various shifts and operational hours 7-days a week.

Responsibilities

• Hires, supervises, trains, and develops all Front Office associates.
• Meets budget for Front Office operational costs and revenue.
• Reviews department financials, hotel sales, and activity reports to measure productivity and goal achievement.
• Oversees Front Office and related areas, ensuring quality, cleanliness, and service standards are met.
• Performs desk shift-leader functions as needed, ensuring completion of assigned shift checklist.
• Manages Front Office inventory of team supplies and guest supplies.
• Participates in the Manager on Duty (MOD) weekend rotation program.
• Manages hotel-related incident reports and compliance with safety programs.
• Strives to improve guest satisfaction and manages Guest Satisfaction systems.
• Acts as liaison for the Marriott Bonvoy connector program.
• Trains and mentors associates on guest needs and expectations.
• Interacts with guests to obtain feedback and handle complaints.
• Maintains cleanliness standards of the property.
• Facilitates and directs team scheduling.
• Ensures compliance with key control programs.
• Runs and reviews critical reporting related to rooms operations.
• Understands and complies with loss prevention policies.
• Tracks associate time and attendance.
• Ensures compliance with company policies and brand standards.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager