Front Office Manager

WINDSOR CAPITAL GROUP•Walnut Creek, CA

21d•Onsite

About The Position

Windsor Hospitality is seeking a Front Office Manager for its property in downtown Walnut Creek. The role leads a team spanning Guest Services, Night Audit, Reservations, Bell, and Concierge; manages occupancy and ADR strategy through the reservation function; and serves as the primary point of contact for Front Office operations, escalations, and department planning. The manager is expected to build a strong team and deliver a high-touch, guest-first experience. The Front Office Manager assigns duties and shifts, monitors staff performance and adherence to hotel policies and procedures, coordinates hotel activities with other managers, and demonstrates leadership that helps employees meet and exceed service standards. The position also handles guest and staff inquiries, supports smooth check-in and check-out, monitors public areas, and responds professionally to disturbances and guest concerns. Schedules may vary based on business needs, and flexibility to work any day of the week, including weekends and holidays, may be required.

Requirements

High school diploma or equivalent required.
At least 1–2 years of hospitality industry experience; Front Office experience is preferred.
Ability to read, interpret, and act on business records, financial reports, and statistical data.
Strong mathematical skills, including the ability to interpret financial information and prepare departmental budgets.
Ability to analyze and apply hotel operational policies and service standards.
Knowledge of government regulations covering hotel business operations.
Sound judgment and ability to make business decisions using data and experience.
Strong interpersonal skills and ability to interact tactfully and courteously with guests, employees, and officials.
Ability to plan, assign, and direct the work of a multi-role Front Office team.
Flexibility to manage shifting priorities, interruptions, and guest situations.
Clear written and verbal communication skills and ability to present information professionally to leadership and staff.
Ability to communicate effectively with guests, department heads, and hotel leadership.
Flexibility to work any day of the week, including weekends and holidays, may be required.

Nice To Haves

Associate or bachelor’s degree preferred.
Prior management or supervisory experience in a hotel Front Office setting strongly preferred.
Proficiency in hotel property management systems (PMS) preferred.
Proficiency in Microsoft Office preferred.

Responsibilities

Assign duties and shifts to Front Office staff and observe performance to ensure compliance with hotel policies and operating procedures.
Coordinate hotel activities across departments by conferring and cooperating with other managerial staff.
Provide positive leadership to inspire Front Office employees to meet and exceed service standards.
Schedule and conduct departmental meetings and attend hotel-wide management meetings as required.
Answer guest and staff inquiries about hotel policies and services.
Ensure smooth check-in and check-out experiences, positive guest interactions, and optimal guest satisfaction.
Arrange private telephone lines and other special guest services upon request.
Monitor public areas, respond to disturbances, and address guest concerns professionally.
Lead Front Office functions across Guest Services, Night Audit, Reservations, Bell, and Concierge.
Manage occupancy and ADR strategy through the reservation function.
Serve as the primary point of contact for Front Office operations, escalations, and department planning.

Benefits

Medical, dental, vision, life, and disability insurance for eligible employees.
Flexible Spending Account (FSA) and Health Savings Account (HSA).
401(k) and Roth 401(k) plans.
Employee Assistance Program (EAP).
Career growth opportunities and promotion from within.
Paid Time Off (PTO).
Paid sick leave.
Employee hotel discounts across the brand portfolio.
Complimentary on-shift meals at participating hotels.
Recognition and rewards program, including performance awards, milestone celebrations, and incentive programs.