Front Office Manager - Doubletree by Hilton Berkeley Marina
About The Position
The Front Office Manager will oversee all front desk operations during the PM shift, ensuring smooth and efficient service delivery. This role involves leading, coaching, and supporting Front Desk Agents to deliver exceptional guest experiences. Key responsibilities include managing check-in/check-out procedures, monitoring room inventory, handling guest complaints, ensuring compliance with standards, and collaborating with other departments. The manager will also support upselling initiatives, oversee safety and security protocols, and ensure proper documentation and handoff to the Night Audit team. Leadership and accountability are crucial, involving supervision of the front office team, providing training and feedback, addressing performance issues, and supporting scheduling needs.
Requirements
- Minimum 2–3 years of front office or hotel operations experience
- Strong knowledge of hotel systems (e.g., PEP, OnQ, or similar PMS)
- Excellent problem-solving, communication, and leadership skills
- Ability to work evenings, weekends, and holidays
- Strong organizational and multitasking abilities
Nice To Haves
- Prior supervisory or leadership experience preferred
Responsibilities
- Oversee all front desk operations during PM shift, ensuring smooth and efficient service delivery
- Lead, coach, and support Front Desk Agents to deliver exceptional guest experiences
- Ensure accurate check-in/check-out procedures, including proper payment authorization and incidental holds
- Monitor room inventory, availability, and daily arrivals/departures to optimize occupancy and guest flow
- Handle guest complaints and service recovery promptly, professionally, and effectively
- Ensure compliance with all SOPs, brand standards, and cash handling procedures
- Review and approve room moves, upgrades, rate changes, and guest billing adjustments
- Collaborate with Housekeeping and Engineering to ensure room readiness and guest satisfaction
- Conduct daily shift briefings and communicate key operational updates
- Support upselling initiatives and revenue opportunities
- Ensure proper documentation of incidents, guest concerns, and shift activities in daily logs
- Oversee safety and security protocols during the evening shift
- Ensure a smooth handoff to Night Audit, including communication of all pending issues
- Supervise and hold front office team accountable for performance, attendance, and adherence to standards
- Provide on-the-job training, coaching, and feedback to improve performance
- Address performance issues promptly in partnership with People & Culture
- Support scheduling needs in alignment with business levels and labor guidelines
- Ensure compliance with company policies, including union/CBA requirements (if applicable)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
