Front Office Manager

Millennium Hotels and Resorts•Los Angeles, CA

29d•Onsite

About The Position

The Biltmore Los Angeles, a historic landmark hotel in downtown Los Angeles known for its iconic architecture and legacy of hosting world-class events, is seeking a Front Office Manager. As part of Millennium Hotels & Resorts, a global hospitality leader, this role is integral to delivering exceptional guest experiences and fostering a collaborative, high-performing team environment. The ideal candidate will embody a passion for hospitality, take ownership, and be committed to continuous improvement and results. This position involves leading day-to-day operations, supporting team performance, ensuring service standards are met, and acting as a bridge between leadership and frontline teams to drive accountability, engagement, and results.

Requirements

Passion for hospitality and delivering exceptional service
Strong communication and interpersonal skills
Ability to work in a fast-paced, dynamic environment
Solutions-oriented mindset with attention to detail
Flexibility to work varied schedules, including evenings, weekends, and holidays
Proven leadership experience in hospitality or related industry
Ability to drive performance, accountability, and team engagement
Strong decision-making and problem-solving capabilities
Experience managing operations, budgets, or departmental goals
Demonstrated ability to lead through change and innovation
Minimum of two (2) years hotel experience as Front Desk Manager or progressive front desk responsibility.
Proficiency in hotel management software Opera PMS and Microsoft Office Suite.
Exceptional customer service skills and problem-solving capabilities.
Ability to work under pressure and handle multiple tasks simultaneously.
Flexible availability, including weekends, holidays, and evening shifts.
High school diploma required
Detail-oriented with excellent organizational skills.

Nice To Haves

Degree in hospitality management or related field preferred.

Responsibilities

Manage daily front office operations, including guest check-in/out and reservations.
Recruit, train, and supervise front desk staff, fostering a positive work environment.
Ensure excellent customer service standards and promptly address guest complaints or requests.
Oversee accurate billing, cash handling, and reconciliation procedures.
Coordinate with housekeeping and other departments to meet guest needs.
Monitor front office KPIs and implement improvements to enhance operational efficiency.
Conduct regular staff meetings, training sessions, and performance evaluations.
Ensure compliance with hotel policies, procedures, and safety standards.
Drive performance through strategic planning and execution.
Lead with an entrepreneurial mindset, taking ownership of outcomes.
Build and sustain a high-performing, engaged team culture.
Ensure smooth, efficient operations aligned with brand standards.
Identify opportunities for innovation and continuous improvement.
Deliver consistent, high-quality results in a fast-paced environment.
Deliver exceptional service rooted in passion for hospitality.
Anticipate needs and respond with a solutions-first mindset.
Create memorable, personalized experiences for every guest.
Work collaboratively across teams to achieve shared goals.
Communicate effectively and contribute to a positive work environment.
Support a culture of respect, energy, and accountability.
Coach, develop, and inspire employees.
Provide feedback, direction, and recognition.
Foster engagement and continuous growth.
Follow all company policies, safety standards, and procedures.
Maintain accuracy in processes, reporting, and documentation.
Uphold a culture of accountability and operational excellence.