Front Office Manager (FT)
About The Position
The Front Office Manager directs and coordinates the daily operations of the Front Desk, Concierge, Rooms Control/Phone Operations, Bell, Valet, and Parking. The role ensures operational efficiency, exceptional guest satisfaction, seamless coordination across Front Office areas, personalized service, and adherence to company and resort service standards. The manager leads and develops Front Office associates, oversees staffing and daily operations, coordinates with other hotel departments and leadership, and supports hotel service and financial goals. The Catamaran Resort Hotel & Spa is a Polynesian-themed destination on Mission Bay near Pacific Beach in San Diego. It has 310 rooms and suites, tropical gardens, and Oceana Coastal Kitchen. The resort is owned by Evans Hotels, a family-owned business that describes its employee programs as supporting professional and personal well-being.
Requirements
- At least 3–5 years of relevant experience and/or training; a combination of experience, education, and/or training may be substituted for either requirement.
- Previous experience in a similar position in an upscale hotel or similar industry is required.
- Experience running shifts, scheduling, performance management, problem-solving, guest service, and day-to-day operations.
- Availability to work weekends and holidays.
- Must be over 21 years of age for insurance purposes.
- Must have an unexpired, valid driver's license with no recent violations.
- Ability to drive both manual and automatic vehicles.
- Ability to maintain a friendly, professional, team-oriented, positive demeanor and diplomatic attitude, especially under stress or challenges.
- Ability to stand, kneel, and squat for prolonged periods, including an entire shift, and lift up to 25 pounds.
Nice To Haves
- A degree in Hospitality Management or a related field is preferred.
- Experience with Infor HMS, MIWA key systems, Sertifi, Medallia, PMS systems, and hotel operational systems is preferred.
Responsibilities
- Lead, supervise, coach, and develop Front Office associates and leadership positions, including Front Desk Agents, Rooms Controllers, PBX/Operators, Bell Staff, and Valet and Parking 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 covering operational updates, guest concerns, VIP arrivals, service expectations, priorities, and shift handoffs.
- Recruit, train, coach, and mentor team members and foster a high-performing, service-oriented culture.
- Address performance issues promptly and constructively in accordance with HR and company policies.
- Promote teamwork and employee engagement while aligning the team with company values and performance expectations.
- Oversee daily Front Office operations, guest experience, service delivery, staffing levels, and operational follow-through between shifts.
- Monitor occupancy, arrivals, departures, groups, and related operational impacts.
- Review guest feedback, Medallia scores, and operational trends to identify service improvements and support guest satisfaction goals.
- Participate in leadership, operational, and executive communication meetings and coordinate with Housekeeping, Engineering, Security, Reservations, Revenue Management, and Food & Beverage leadership.
- Prepare the ten-day hotel forecast and distribute it to appropriate departments.
- Act as general cashier and maintain a cash bank within hotel guidelines.
- Work with the General Manager and Director of Rooms to support hotel operations, execute priorities, address guest and associate concerns, and align with hotel service and financial goals.
- Perform additional duties and responsibilities as directed by the leadership team.
Benefits
- Referral rewards of $1,000 for Culinary, Engineering, and Housekeeping hires and $350 for other hires at any Evans Hotels property.
- Discounted hotel rooms for employees, family, and friends.
- Free employee parking and/or a discounted MTS Pronto card.
- Free meals and refreshments during working shifts.
- Career advancement opportunities.
- Health insurance, including SIMNSA.
- Dental insurance.
- Vision insurance.
- 401(k) with employer match.
- Life insurance.
- Sick and vacation time.
- Discounts on cell phone bills, shoes, gym memberships, and more.
- Hands-on manager and leadership training, employee appreciation days, and staff awards and recognition.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
