Front Office Manager

Marriott Hotels Resorts

2d•$72,000 - $78,000

About The Position

Marin Hilltop Hotel is undergoing a bold transformation into a Tribute Portfolio Hotel — Marriott’s collection of upper-upscale, design-forward boutique hotels. With renovations underway and a grand relaunch planned for January 2026, we are redefining the guest experience to reflect the vibrant and sophisticated spirit of Marin. We are looking for a passionate and experienced Front Office Manager to lead our Front Office operations through this exciting transformation and beyond. If you are a motivated leader with a strong service mindset and a talent for team development, this is your opportunity to grow and make a meaningful impact. As Front Office Manager, you will be responsible for overseeing all front office functions and staff, including Bell Staff, Switchboard Operations, Guest Services/Front Desk, and Retail/Gift Shop (if applicable). As a department head, you will lead both managers and hourly associates to execute all front office operations, with a focus on exceptional guest arrival and departure experiences. You will strive to continually enhance guest satisfaction, employee engagement, and financial performance.

Requirements

High school diploma or GED; 4 years experience in the guest services, front desk, or related professional area.
OR
2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 2 years experience in the guest services, front desk, or related professional area.

Responsibilities

Lead, influence, and motivate the Front Office team through effective communication and leadership by example.
Foster a positive work environment built on mutual trust, respect, and teamwork.
Supervise daily operations and support team members, stepping into roles when needed.
Conduct performance reviews, set goals, and manage progressive discipline procedures.
Interview, hire, and onboard new team members aligned with business needs.
Celebrate successes and recognize contributions regularly.
Ensure smooth daily operations that meet guest expectations and brand standards.
Serve as a visible presence in the lobby to welcome and assist guests.
Resolve guest concerns quickly and effectively, while coaching the team to do the same.
Review guest feedback and satisfaction data to drive continuous improvement.
Conduct regular team meetings and clearly communicate departmental goals and initiatives.
Develop specific goals and action plans to meet or exceed departmental KPIs.
Manage Front Office expenses within budget and implement cost-saving measures where appropriate.
Analyze business performance and make sound financial decisions to support overall hotel profitability.
Review staffing levels to ensure service quality and labor cost control.
Ensure compliance with Marriott SOPs, LSOPs, and all local policies and procedures.
Maintain fair and consistent enforcement of property policies and procedures.
Support and facilitate property initiatives, including pre-opening or renovation-related activities.
Act as the “Service Champion” for the Front Office, setting the tone for a warm and welcoming guest experience.
Empower employees to go above and beyond to satisfy guests.
Observe service behaviors and provide timely coaching and feedback.
Provide timely and relevant updates to executive leadership, peers, and direct reports.
Analyze challenges and facilitate solutions to ensure operational continuity.
Collaborate cross-departmentally to ensure seamless communication and service delivery.
Participate in MOD (Manager on Duty) coverage.
Handle additional tasks or projects as assigned by hotel leadership.
Maintain a flexible schedule to fulfill management-level responsibilities.