Front Office Manager

Appellation Healdsburg•Healdsburg, CA

10d•Onsite

About The Position

The Front Office Manager at Appellation Healdsburg is the leader and champion of the arrival and departure experience, being the ambassador of the property’s initial and lasting impression. This is an extraordinary opportunity to lead the front of house at one of Healdsburg's most distinguished properties, crafting innovative experiences and delivering memorable experiences that reflect the region’s genuine hospitality. As Front Office Manager, you will play a leading role in developing, executing, and consistently evolving the arrival, departure, in-house and concierge programming alongside the Director of Rooms. You will directly oversee the hotel’s front of house team and be accountable for the front desk, concierge, guest services (bell), and valet (operated by a third party). Other responsibilities include establishing policies and procedures regarding arrival and departure process, curating memorable interactions, training and development of assistant department heads and staff, planning purchase of collateral and supplies, supervising and mentoring front office staff (agents, concierge, bell, and valet), monitoring and managing labor, and ensuring the highest level of service standards in all interactions (digital and in person).

Requirements

Bachelor's degree in Hospitality Management, Business Administration, or related field preferred or equivalent experience
Must have previous experience as either Front Office Manager or Assistant Front Office Manager in a high-volume, upscale hotel.
Experience in luxury resort environment preferred.
Daily on-premises presence required.
Ability to work under pressure and manage multiple tasks efficiently.
CPR certification and sexual harassment training required.
Excellent verbal and written communication skills, with fluency in the English language.
Additional fluency in Spanish language preferred.
Familiarity with ADA compliance, local fire safety regulations, and relevant current laws governing guest privacy and data protection.
Ability to work a flexible schedule including weekends and holidays.
Valid California's driver's license required.
Proof of personal automobile insurance coverage required.
Knowledge of implementing new guest service concepts and luxury hospitality standards.
Ability to train staff and ensure levels of quality and customer service typically expected of a luxury resort.
Budgetary analysis capabilities, a plus.
Detail oriented, organized and efficient, and safety minded.
Good team player, and an ability to effectively manage team members to maintain a high level of morale and productivity.
Passion for hospitality operations, trustworthy, exceptional in leading a team, and open to learning, developing, and growing both yourself, personally, and helping others do the same.
Systems usage; Microsoft Office products (Word, Excel, PowerPoint, and Outlook), Maestro (PMS), Toast (POS), Alice (guest requests, text messaging, and coordinating), Teams (internal messaging), Avendra (purchasing), and radio usage.
Embrace Technology – continually learn, adapt, and master to new operating systems and property management systems.

Nice To Haves

Budgetary analysis capabilities

Responsibilities

Ensure exceptional guest service standards are maintained at all times, additional handling VIP arrivals, departures, and special requests personally.
Resolve guest complaints and escalated issues promptly and professionally while maintaining relationships with repeat guests and loyalty program members.
Supervise daily front office operations including reservations, check-in/out, guest services, and coordinate with housekeeping for room readiness and guest preferences.
Monitor front office operations for efficiency and luxury service standards, ensuring proper greeting, check-in, and check-out procedures are followed.
Manage room inventory, rates, and availability optimization while implementing pricing strategies and upselling opportunities.
Monitor daily occupancy rates, ADR (Average Daily Rate), and RevPAR, analyzing booking patterns and market trends for forecasting.
Recruit, hire, train, support, review, discipline and terminate front office staff including front desk agents, concierge, and bell staff, always striving to maintain the highest possible levels of employee morale.
Create staff and leadership schedules ensuring adequate coverage for all shifts and conduct regular performance evaluations and coaching.
Develop and maintain standard operating procedures for front office operations and conduct regular training sessions on luxury service standards and hotel policies.
Ensure staff are knowledgeable about local attractions, restaurants, and services while cross-training team members for operational flexibility.
Manage front office department budget and control expenses, monitoring and reporting on key performance indicators (KPIs).
Approve guest adjustments and comp authorizations within established limits while ensuring accurate billing and posting of all guest charges.
Oversee daily cash handling procedures and night audit processes, ensuring proper security protocols for cash, keys, and guest information.
Prepare daily, weekly, and monthly operational reports and communicate effectively with other department heads and general management.
Maintain accurate records of guest preferences and special requests, coordinating with sales and marketing for group arrivals and special events.
Ensure compliance with all hotel policies, procedures, and brand standards while maintaining knowledge of local laws, regulations, and safety requirements.
Oversee emergency procedures and staff preparedness, ensuring proper handling of guest data and privacy protection.
Oversee property management system operations and troubleshooting (use of Maestro), ensuring staff proficiency with hotel technology and reservation systems.
Coordinate with IT for system updates and maintenance while maintaining backup procedures for system failures.
Manage relationships with travel agents, tour operators, and booking platforms, coordinating with transportation services and local vendors.
Maintain communication with corporate office and brand representatives, working with local tourism boards and destination marketing organizations.
Conduct regular audits of front office operations and service delivery, implementing luxury hotel brand standards and ensuring consistency.
Monitor online reviews and guest feedback for continuous improvement while maintaining elegant and professional appearance of front office areas.
Conduct regular staff meetings to keep front office team informed, educated, trained, and proactively ensuring that all team members maintain knowledge about safety, security, and guest service excellence.
Understand and respond to all guest needs and requests in a timely and professional manner.
Attend all mandatory meetings as directed.
Establish professional demeanor and standards for the front office team that reflect the core values of the luxury hotel brand and its operating standards.
Delegate responsibility effectively to use the strengths of the entire front office team.
Hold daily shift meetings and line-up briefings.
Support and accommodate team members for cross-training assignments required to support hotel operations and special events.
Perform other general tasks, including supporting other hotel departments, as directed by the General Manager or Director of Rooms.