Front Office Manager (FT) (AM/PM) ("Gerente de Recepción")

EVANS HOTELS LLC•San Diego, CA

2d•Onsite

About The Position

The Front Office Manager provides guests with personal service and attention that will exceed their expectations. This role directs and coordinates the activities of the Front Desk, Retail, Recreation, Concierge and Bell Staff to ensure quality guest satisfaction and operational efficiency.

Requirements

At least 3-5 years of relevant experience and/or training.
Previous similar position in an upscale hotel or similar industry is required.
Experience running shifts, scheduling, performance management, problem-solving, guest servicing and running day-to-day operations.
Availability to work on weekends and holidays is required.
Must have an unexpired and valid driver's license with no recent violations.
For insurance purposes, candidates must be over 21 years of age.
Ability to always maintain a friendly, professional, team-oriented, positive demeanor and diplomatic attitude, especially under stress or challenges.
Ability to stand, kneel, squat for prolonged periods of time, up to and including, the entire shift and lift up to 25 lbs.

Nice To Haves

Degree in Hospitality Management or related field preferred.
A combination of experience, education, and/or training may be substituted for either requirement.
Experience with Medallia, PMS Systems, or similar systems preferred.

Responsibilities

Lead, supervise, coach, and develop all Front Office associates and leadership positions, including Front Desk Agents, Rooms Controllers, PBX/Operators, Bell Staff, Recreation Staff, and Retail Staff.
Establish and maintain departmental expectations, service standards, operational procedures, SOPs, training materials, quick reference guides, and workflow documentation.
Conduct daily stand-up meetings and shift briefings to communicate operational updates, guest concerns, VIP arrivals, service expectations, departmental priorities, and pass-down communication between shifts.
Train Front Office associates on company policies, guest service standards, operational procedures, and system updates.
Address performance concerns through coaching, counseling, documentation, corrective action, performance evaluations, attendance records, and training logs.
Oversee all daily Front Office operations to ensure exceptional guest experiences, efficient service delivery, proper staffing levels based on occupancy and operational demands, and operational follow-through between shifts.
Maintain awareness of hotel occupancy, arrivals, departures, groups, and operational impacts to ensure efficient operations and guest service delivery.
Review guest feedback, Medallia scores, and operational trends to identify service improvement opportunities and support guest satisfaction goals.
Participate in leadership meetings, operational meetings, and executive communication updates while working closely with Housekeeping, Engineering, Security, Reservations, Revenue Management, and Food & Beverage leadership teams.
Prepare the ten-day hotel forecast and distribute it to the appropriate departments.
Act as the general cashier by maintaining a cash bank within hotel guidelines.
Work closely with the Hotel Manager and General Manager to support hotel operations, execute operational priorities, address guest and associate concerns, and ensure alignment with overall hotel service and financial goals.
Performs additional duties and responsibilities as directed by the leadership team.

Benefits

Hands-on manager and leadership training
Employee appreciation days
Staff awards and recognition
Company-wide beach clean-ups and volunteer opportunities
Earn $1000 for Culinary, Engineering, Housekeeping, and $350 for all other roles for each hired referral at any Evans Hotels property.
Discounted Hotel Rooms for you, family and friends.
Free Employee Parking and/or discounted MTS Pronto card.
Free Meals & Refreshments during working shifts.
Career advancement opportunities!
Health (including SIMNSA), Dental, Vision, 401k with match, life insurance, sick and vacation time.
Discounts on cell phone bills, shoes, gym memberships, and more!