Front Office Manager

HEI Hotels & Resorts•San Ramon, CA

7d•$75,000 - $85,000

About The Position

The Front Office Manager ensures guest service standards are met throughout arrival, departure, and other guest interactions by overseeing training, staffing, labor, operating supplies, and guest feedback. The role manages front office operations and systems, supports room revenue and budget goals, and works with hotel departments to deliver a high-quality guest and group-event experience. The manager also leads and develops staff, fosters an inclusive and supportive team culture, and resolves customer concerns.

Requirements

At least 2 years of Front Desk experience; leadership experience is 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 handle internal and external customer interactions with patience, tact, and diplomacy, including defusing anger, gathering accurate information, and resolving conflicts.
Ability to cultivate a respectful team culture by demonstrating empathy, valuing diverse perspectives, and supporting employee well-being.
General knowledge of local attractions and transportation.
Ability to detect signs of emergencies and remain calm and alert during emergencies or periods of heavy hotel activity.
Working knowledge of federal, state, and local laws concerning 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 based on experience and 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, with the ability to adapt communication style to different audiences.

Nice To Haves

Bachelor's degree preferred.
Front Desk leadership experience preferred.

Responsibilities

Ensure efficient guest registration, checkout, guest service, and telephone service in accordance with brand standards.
Implement company and franchise programs.
Prepare forecasts and reports and assist in developing the room budget.
Monitor and maintain front office systems and equipment.
Track guest satisfaction surveys and use the guest response tracking system.
Develop expense controls and use labor management tools to schedule staff and control labor costs.
Interview, hire, train, develop, and manage staff; resolve problems, communicate openly, recommend discipline or termination when appropriate, and complete performance appraisals on time.
Communicate clear direction to staff verbally and in writing.
Foster an inclusive, respectful, and supportive team culture through empathy, open communication, regular one-on-one meetings, and a collaborative approach.
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 coordinate group and event experiences.
Interact positively with customers and resolve problems to maintain customer satisfaction and service quality.
Ensure compliance with front office, guest service, and PBX procedures and policies, and regularly verify 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 customer complaints and anticipate potential problems by monitoring complaints, operational issues, business flow, and associate performance.
Build strong relationships with the Sales team to develop and implement strategies that improve occupancy and revenue.
Maintain regular attendance and availability in accordance with attendance standards.
Perform other job-related duties as assigned.