Front Office Manager

Marriott•Walnut Creek, CA

20d•Onsite

About The Position

Windsor Hospitality is hiring a Front Office Manager for its property in Downtown Walnut Creek. The role leads Front Office operations and a team spanning Guest Services, Night Audit, Reservations, Bell, and Concierge. The manager oversees guest service, department planning, staffing, and coordination with other hotel departments, and manages occupancy and ADR strategy through the reservation function. The position is the primary point of contact for Front Office operations and escalations in a high-touch, guest-first environment. This is a full-time exempt position. Schedules may vary based on business needs, and flexibility to work any day of the week, including weekends and holidays, may be required. Specific shift details will be discussed during the interview process.

Requirements

High school diploma or equivalent required.
Minimum 1–2 years of hospitality industry experience.
Ability to read, interpret, and act on business records, financial reports, and statistical data.
Strong mathematical skills, including the ability to interpret financial information and prepare departmental budgets.
Ability to analyze and apply hotel operational policies and service standards.
Knowledge of government regulations covering hotel business operations.
Sound judgment and ability to make business decisions based on data and experience.
Strong interpersonal skills and the ability to interact tactfully and courteously with guests, employees, and officials.
Ability to plan, assign, and direct the work of a multi-role Front Office team.
Flexibility to manage shifting priorities and respond decisively to interruptions and guest situations.
Clear written and verbal communication skills, including presenting information professionally to leadership and staff.
Ability to communicate effectively with guests, department heads, and hotel leadership.

Nice To Haves

Associate or bachelor’s degree preferred.
Hospitality experience in a Front Office role preferred.
Prior hotel Front Office management or supervisory experience strongly preferred.
Proficiency in hotel property management systems (PMS) preferred.
Proficiency in Microsoft Office preferred.

Responsibilities

Assign duties and shifts to Front Office staff and observe their performance to ensure compliance with hotel policies and operating procedures.
Coordinate with other managerial staff to support hotel-wide activities across departments.
Lead and motivate Front Office employees to meet or exceed service standards.
Schedule and conduct departmental meetings and attend hotel-wide management meetings as required.
Answer guest and staff inquiries about hotel policies and services.
Ensure smooth check-in and check-out experiences, positive guest interactions, and guest satisfaction.
Arrange private telephone lines and other special guest services as requested.
Monitor public areas, respond to disturbances, and address guest concerns professionally.
Lead Front Office operations, including Guest Services, Night Audit, Reservations, Bell, and Concierge.
Manage occupancy and ADR strategy through the reservation function and serve as the primary contact for Front Office operations, escalations, and department planning.

Benefits

Medical, dental, vision, life, and disability insurance for eligible employees.
Flexible Spending Account (FSA) and Health Savings Account (HSA).
401(k) and Roth 401(k) plans.
Employee Assistance Program (EAP).
Career growth opportunities and promotion from within.
Paid time off (PTO).
Paid sick leave.
Employee hotel discounts across the company’s brand portfolio.
Complimentary on-shift meals at participating hotels.
Recognition and rewards program, including performance awards, milestone celebrations, and incentive programs.