Front Office Manager

HEI Hotels and Resorts•San Ramon, CA

About The Position

The Front Office Manager ensures guest service standards are met across arrival, departure, and other guest interactions through effective training, staffing, supervision, management of operating supplies, and monitoring of guest-service feedback. The role oversees front-office operations and systems, supports budgeting and forecasting, manages expenses and labor, and works with hotel departments to improve guest satisfaction and revenue. It also leads and develops front-office staff, fostering an inclusive and supportive team culture. The position is at San Ramon Marriott, part of HEI Hotels and Resorts.

Requirements

At least 2 years of Front Desk experience; leadership experience preferred.
High school diploma or equivalent required.
Proficiency with a property management system (PMS).
Advanced knowledge of the brand’s rewards program.
Ability to handle cash and credit transactions.
Computer literacy and financial-management skills.
Ability to work effectively with internal and external customers, including using patience, tact, and diplomacy to resolve conflicts.
Ability to cultivate a respectful team culture through empathy, valuing diverse perspectives, and supporting employee well-being.
General knowledge of local attractions and transportation.
Ability to recognize emergencies and remain calm and alert during emergencies or periods of heavy hotel activity.
Working knowledge of federal, state, and local laws governing equal employment opportunity, civil rights, occupational safety and health, wage and hour issues, and labor relations.
Ability to establish and maintain effective working relationships with associates and customers.
Ability to make sound business decisions and act quickly using experience and good judgment.
Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, business plans, repairs and maintenance, budget forecasting, quality assurance, hospitality law, and long-range planning.
Effective verbal and written communication skills, including the ability to adapt communication style to different audiences.

Nice To Haves

Bachelor’s degree.
Front Desk leadership experience.

Responsibilities

Ensure efficient guest registration, checkout, guest service, and telephone service while applying all brand standards.
Implement company and franchise programs.
Prepare forecasts and reports and assist with development of the rooms budget.
Monitor and maintain front-office systems and equipment for optimum performance.
Track guest satisfaction surveys and maximize use of the guest-response tracking system.
Develop and implement expense-management controls and use labor-management tools to schedule staff and control labor costs.
Interview, hire, train, develop, and manage staff; resolve problems, maintain open communication, and recommend discipline or termination when appropriate.
Ensure timely completion of performance appraisals and communicate clear direction to staff verbally and in writing.
Demonstrate empathy and respect, maintain an open-door policy, hold monthly one-on-one meetings with team members, and foster an inclusive, collaborative work culture.
Maintain knowledge of hotel operations beyond the Front Office, including Housekeeping, Engineering, and Food & Beverage.
Understand group and event business, including group resumes, BEOs, and operational impacts; partner with Sales, Banquets, and Food & Beverage teams to support successful execution.
Interact positively with customers and resolve problems to maintain customer satisfaction and quality.
Ensure compliance with front-office, guest-service, and PBX procedures and policies, and consistently meet Front Office Quality Standards.
Coordinate with other hotel departments to improve communication and guest satisfaction.
Assist with daily room-inventory maintenance to optimize revenue while meeting guest expectations.
Resolve complaints and anticipate potential problems by monitoring complaints, operations, business flow, and associate performance.
Build relationships with the sales team to discuss and implement strategies to improve occupancy and revenue.
Maintain regular attendance and perform other job-related duties as assigned.