Front Office Manager

Millennium Hotels and Resorts•Sunnyvale, CA

55d•$95,000 - $100,000•Onsite

About The Position

Join the Team at M Social Sunnyvale At M Social Sunnyvale, we don’t just welcome guests—we create moments, spark connections, and bring energy to every interaction. Designed for the young at heart, M Social delivers a bold and vibrant hospitality experience. About M Social Sunnyvale As the first ground-up M Social in the U.S., this innovative property features 263 rooms, a dynamic courtyard, and the signature Beast & Butterflies social hub. Located in Silicon Valley, the hotel blends technology, design, and social connectivity to create a unique guest experience. As part of Millennium Hotels & Resorts, a global hospitality leader with over 145 hotels across key destinations worldwide, our hotel is backed by a legacy of quality, consistency, and service excellence—driven by a passion for hospitality, an entrepreneurial spirit, innovation, and a progressive, solutions-oriented approach. At Millennium, we are guided by our core values: Passion for Hospitality – Delivering meaningful and memorable guest experiences Entrepreneurial – Taking ownership and acting with agility Innovation & Progressive – Continuously improving how we operate and serve Solutions & Results Oriented – Staying adaptable and focused on results These values shape how we work, how we lead, and how we create exceptional experiences for our guests and our teams. About the Role: As our Front Office Manager, you will lead the daily operations of the Front Office while ensuring exceptional guest experiences from arrival through departure. You will oversee the Front Desk, Guest Services, Night Audit, and Bell/Valet operations while driving service excellence, operational efficiency, and team engagement. This role is ideal for a hospitality leader who is passionate about creating memorable guest experiences, developing high-performing teams, and delivering operational excellence in a fast-paced lifestyle hotel. Your Impact – Front Office Leadership You will shape the guest journey by leading the Front Office team with energy, professionalism, and accountability. Your leadership will ensure seamless arrivals and departures, maximize guest satisfaction, support revenue goals, and foster a service culture that reflects the vibrant personality of M Social Sunnyvale.

Requirements

Passion for hospitality and delivering exceptional guest experiences
Strong leadership and interpersonal skills
Excellent communication and problem-solving abilities
Outstanding organizational and time management skills
Ability to remain calm and effective in a fast-paced environment
Flexibility to work mornings, evenings, weekends, holidays, and varying schedules
Minimum 3–5 years of Front Office leadership experience in a hotel environment
Proven ability to lead, coach, and develop high-performing teams
Strong service recovery and conflict resolution skills
Experience managing departmental operations, scheduling, and labor productivity
Demonstrated ability to drive guest satisfaction and operational excellence
Strong knowledge of hotel Front Office operations and guest service standards
Experience with hotel Property Management Systems (Opera Cloud preferred or similar PMS)
Knowledge of night audit procedures, room inventory management, and hotel accounting fundamentals
Experience with Microsoft Office Suite and hotel reporting systems
Strong understanding of revenue optimization, room inventory, and guest relations
Ability to analyze reports and make operational decisions
High school diploma or equivalent required

Nice To Haves

Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred
Experience in a lifestyle, luxury, or full-service hotel preferred
Multi-department operational experience is a plus
Bilingual abilities are a plus
Equivalent combination of education and relevant experience will be considered

Responsibilities

Lead and manage the daily operations of the Front Office department
Recruit, train, coach, and develop Front Desk Agents, Supervisors, Night Auditors, Bell Staff, and Guest Service team members
Foster a positive, collaborative, and guest-focused work environment
Monitor employee performance and provide coaching, recognition, and corrective action as needed
Promote accountability, teamwork, and continuous improvement
Oversee check-in, check-out, guest services, cash handling, and daily Front Office procedures
Ensure accurate room assignments, billing, and guest account management
Monitor room inventory, occupancy, and room availability in partnership with Housekeeping and Revenue Management
Ensure all guest requests and service recovery situations are resolved promptly and professionally
Maintain compliance with brand standards and operational procedures
Deliver exceptional hospitality by anticipating guest needs and exceeding expectations
Personally assist with VIP arrivals, group check-ins, and guest concerns when needed
Respond to guest feedback and implement service improvements
Create memorable guest experiences through personalized service and proactive engagement
Promote guest loyalty and satisfaction through consistent service excellence
Assist in achieving departmental revenue and profitability goals
Monitor labor costs, scheduling, and departmental productivity
Ensure accurate cash handling, auditing, and financial reporting
Support upselling initiatives, room upgrades, and ancillary revenue opportunities
Analyze operational reports and identify opportunities for improvement
Partner closely with Housekeeping, Engineering, Food & Beverage, Sales, Security, and Revenue Management
Coordinate room readiness and guest arrivals with Housekeeping
Support group arrivals, special events, and VIP experiences
Communicate operational priorities effectively across departments
Ensure compliance with company policies, safety procedures, and hotel standards
Maintain confidentiality of guest information
Ensure compliance with cash handling, PCI, and data privacy requirements
Support emergency procedures and hotel safety initiatives