Front Office Manager

Pyramid Global Hospitality•La Quinta, CA

5d•$70,000 - $75,000

About The Position

The Front Office Manager oversees daily operations of guest services, the front office, reservations, and the front desk to support efficient operations and consistently high-quality guest experiences. The role leads and develops team members, sets clear expectations, manages service performance, resolves operational challenges, and maintains Hilton standards. The manager coordinates staffing and service priorities, addresses escalated guest concerns, and works with other departments to support a seamless guest experience. Hotel operations run 24 hours a day, seven days a week, so scheduling flexibility may be required, including evenings, weekends, and holidays. The position may require standing, bending, stooping, and lifting items weighing up to 20 pounds, with or without reasonable accommodation.

Requirements

Leadership and organizational skills to manage daily operations, establish priorities, and develop team members.
Basic mathematical comprehension to understand and interpret numbers related to hotel operations.
Ability to read, write, speak, and understand English to communicate effectively with guests and employees.
Strong interpersonal and conflict-resolution skills, including patience, tact, and diplomacy when handling difficult situations.
Ability to analyze information, exercise sound judgment, and make effective operational decisions.
Ability to access and accurately enter information using a moderately complex computer system.
Ability to remain composed under pressure and manage competing guest and operational needs.

Nice To Haves

Knowledge of ONQ is preferred.
Two years of combined front desk and supervisory experience is preferred.

Responsibilities

Direct daily front office operations, coordinating staffing, work assignments, and service priorities to meet guest needs.
Foster team spirit through effective leadership, guidance, and support.
Communicate expectations and instructions clearly to guest services, front office, reservations, and front desk team members.
Monitor employee performance, provide coaching and feedback, identify training needs, and hold team members accountable for service standards.
Use management and problem-solving skills to improve operations and ensure compliance with Hilton standards.
Manage front office operations during high-volume periods, stressful situations, and emergencies, exercising sound judgment and discretion.
Take ownership of escalated guest concerns, implement appropriate resolutions, and follow up to ensure concerns have been addressed.
Model exceptional guest service by greeting guests promptly and sincerely, speaking clearly, and listening attentively to requests and concerns.
Address internal and external customer concerns with patience, tact, and diplomacy; gather accurate information and resolve conflicts effectively.
Coordinate with other departments to communicate guest needs and support a seamless guest experience.
Access hotel computer systems to accurately enter, retrieve, review, and analyze operational information.
Maintain a professional, welcoming, and hospitable service atmosphere at all times.