FRONT OFFICE MANAGER - ROOMS

Twenty Four Seven Hotels•Calabasas, CA

23h•Onsite

About The Position

The Front Desk Manager oversees all daily reception and guest service operations, ensuring a seamless, high-quality guest experience from arrival to departure. This role requires a confident, hands-on leader who excels in guest service recovery, de-escalation, and handling complex situations with professionalism and urgency. OEM structured hourly position. You will lead, train, and develop the Front Desk team while setting the standard for service excellence. The ideal candidate is a fearless decision-maker, strong communicator, and culture driver who thrives under pressure and leads by example.

Requirements

Must be available to work nights, weekends, and holidays
Must be able to work up to 45 hours per week

Responsibilities

Hire, train, coach, and mentor Front Desk Agents to deliver exceptional service
Create and manage schedules based on business demands and occupancy levels
Monitor Labor productivity
Foster accountability, teamwork, and a high-performance culture
Act as a role model and visible leader, setting the tone for professionalism and service
Participate in property MOD Program as needed
Serve as the primary escalation point for guest concerns and complaints
Expertly handle de-escalation and service recovery, ensuring guest satisfaction
Greet VIPs, manage special requests, and deliver personalized guest experiences
Monitor and respond to guest reviews and feedback platforms, driving continuous improvement
Oversee all check-in/check-out procedures, room assignments, and front desk flow
Ensure the front office operates efficiently, accurately, and in compliance with brand standards
Maintain an organized, welcoming, and professional reception environment
Drive upselling strategies and loyalty program enrollments
Prepare and review reports (occupancy, guest satisfaction, financial performance)
Manage cash handling, billing accuracy, and front desk accounting procedures
Support the sales efforts of the hotel and in generating revenue opportunities
Monitor key performance metrics and implement action plans to improve results
Act as the liaison between Front Desk and departments such as Housekeeping, Maintenance, Sales and F&B
Ensure smooth communication and quick resolution of operational issues