Front Office Manager

Lodging Dynamics•Santa Clara, CA

2d•Onsite

About The Position

The Front Desk Manager serves as the strategic and operational leader of the Front Desk team, ensuring the delivery of exceptional guest experiences through effective supervision, hands-on service, and departmental leadership. This role involves leading daily operations, performing Front Desk duties, recruiting, training, and developing team members, and managing schedules to meet business needs. The manager is responsible for fostering a positive guest relations atmosphere, promoting an engaging and people-first culture, and empowering team members. Key duties include overseeing guest registration, managing reservations, driving room revenue through upselling, resolving guest concerns, managing guest feedback, and ensuring the accuracy and security of financial transactions and guest data. The position also requires ensuring compliance with company policies, leading loyalty program initiatives, completing reports, acting as Manager on Duty, and collaborating with other departments to ensure seamless guest experiences and adherence to accounting, credit, security, and emergency procedures. Training on safety, security, and service guidelines is also a component of this role, along with monitoring market performance and participating in inventories.

Requirements

High school diploma or equivalent.
A minimum five (5) years of experience in guest services in medium or large sized hotels or similar industry.
A minimum three (3) years of supervisory experience in the hotel/hospitality field required.
Capability to understand and follow both oral and written directions.
Ability to communicate effectively with others in English and interact successfully with internal and external customers.
Ability to adjust effectively to evolving work environments and shifting customer (internal/external) requirements.
Able to maintain a positive and professional working environment.
Able to work effectively in a culturally diverse environment and support diversity and inclusion within the organization.
Proficient in time management; the ability to effectively organize and manage multiple priorities.
Recognizes an emergency situation and takes appropriate action.
Emotional intelligence and interpersonal skills, with the ability to build strong working relationships with team members at all levels.
Skilled in building and motivating a team, fostering a collaborative environment and inspiring high performance.
Analytical and problem-solving skills.
Strong focus on accuracy and precision.
Ability to work scheduled shifts, follow all timekeeping policies, and comply with federal, state, and local labor regulations, including those related to meal and rest breaks.
Performs well with frequent interruptions and/or distractions.
Understands how to develop and implement business strategies.
Ability to interpret and create policies, procedures, and manuals.
Able to communicate appropriately and effectively with all levels of management and external stakeholders.
Business acumen, including but not limited to financial management, budgeting, cost control, and revenue optimization.
Ability to effectively listen, understand, and resolve challenges and concerns from management, team members, and/or customers (internal/external).
Exceptional interpersonal skills to include coaching, counseling, and mentoring.
Able to identify and seize revenue-generating opportunities while effectively managing costs and resources.
Visionary mindset, capable of developing and executing a comprehensive business strategy that aligns with brand identity and exceeds guest expectations.
Knowledge of key industry trends, best practices, regulations, and the current industry landscape.
Able to engage diplomatically and effectively with third party operators and owners, empathizing, and reacting appropriately to partner feedback and helping resolve issues where necessary.
Basic math skills.
Proficient in Google Docs/Microsoft Word.
Proficient in Google Sheets/Microsoft Excel.
Basic knowledge of Google Slides/Microsoft PowerPoint.
Proficient in Gmail/Microsoft Outlook.

Nice To Haves

Fosters a culture of excellence.
Attendance is a key component of this position.

Responsibilities

Leads and oversees daily Front Desk operations.
Performs Front Desk duties alongside team, covering shifts and supporting peak operational needs as a hands-on leader.
Recruits, hires, trains, and develops Front Desk team members.
Schedules Front Desk team, maintains, and monitors staffing levels according to forecasted occupancy and business needs, ensuring efficient labor management and budget compliance.
Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
Creates and promotes an engaging, people first culture; empowers team members to provide excellent customer service.
Coaches and counsels team members regarding career and personal developments.
Conducts performance evaluations and provides feedback to the Front Desk team.
Oversees and participates in guest registration.
Confirms, cancels, and modifies reservations as needed.
Drives room revenue by modeling and overseeing upselling initiatives following Lodging Dynamics' sales culture and walk-in strategies.
Resolves guest concerns and complaints promptly and professionally; ensures timely follow-up and service recovery.
Responds to and manages guest feedback including online reviews; shares insights with leadership and team to drive continuous improvement.
Oversees the accuracy and security of financial transactions, guest data, credit procedures, and adherence to audit standards.
Acts as the departmental point of contact for company policies, procedures, and operational standards, and ensures team-wide compliance.
Leads the loyalty program initiatives, actively driving enrollment and guest recognition; serves as property loyalty champion.
Completes and reviews reports related to occupancy, revenue, labor, and service metrics; uses insights to inform operational decisions and improvements.
Serves as Manager on Duty (MOD) as assigned, representing hotel leadership and supporting hotel-wide operations.
Partners with other department heads to support cross-functional initiatives and deliver seamless guest experiences.
Ensures adherence to procedures for hotel accounting, credit control, handling of financial transactions, securities of monies, guest security and emergency procedures as established.
Conducts training classes regarding safety, security, department procedures and service guidelines.
Monitors performance of the market through analysis of guest feedback and financial reports; initiates corrective action.
Participates in monthly inventories; initiates programs to reduce waste and loss.
Collaborates with Housekeeping, Engineering and supports Accounting Receivables / Payables.
Maintains a professional appearance in accordance with Company standards; wears the appropriate uniform or attire.
Maintains open and effective communication with team members and management.
Attends and participates in team meetings.
Adheres to established safety and emergency procedures and protocols, this includes Company, federal, and state specific regulations and guidelines.
Completes all required Company training/compliance courses as assigned.
Adheres to Company standards and maintains compliance with all policies and procedures.
Performs other related duties and responsibilities as assigned.