Front Office Manager

HRI Hospitality•Dana Point, CA

24d•$71,000 - $85,000

About The Position

At HRI Hospitality, we offer a unique perspective on hotel ownership and management. We’re here to expand the possibilities of what once was, with our history of restoring properties to their former glory as well as new build projects that become the center of their vibrant urban community, we take it to the next level. We are looking for people to join our team that share in the passion for warm welcomes and creating an unforgettable experience for our guests. With a wide array of brands in exciting locations, HRI Hospitality is the destination to set course for growing your career! Are you passionate about creating memorable experiences and delivering exceptional service? At Hilton Garden Inn Dana Point – Doheny Beach, we pride ourselves on our Heartfelt Hospitality, where warmth and care are at the core of everything we do. We are a dedicated team committed to exceeding expectations, embracing our beautiful beachside location, and infusing every moment with joy and flair. If you're ready to be a part of a team that values personalized service, exceptional cleanliness, and a strong connection to our community, we invite you to apply and help us create a beloved destination for all who visit. Job Description Job Title : Front Office Manager Department: Front Office/Guest Services Supervision Exercised: Guest Services Supervisors, Guest Service Agents, Night Auditors Supervision Received: General Manager / Director of Rooms Job Summary: Responsible for the managing of all aspects of the Guest Services functions, in accordance with hotel standards. Directs implements and maintains a service and management philosophy which serves as a guide to respective staff.

Requirements

A minimum of one (2) year of front office management and experience preferably within a Hilton, Marriott, Hyatt or other hotel brand.
Must have a flexible schedule and be available to work weekends, holidays and overnight shifts.
Must have exceptional customer service skills.

Responsibilities

Ensures guest services team complete their daily checklist.
Resolve guest issues, complaints, and requests with a sense of urgency and empathy, this includes following up with guest complaints and/or request.
Ensure that all front desk procedures (room assignments, payment processing, key distribution) are performed accurately.
Maintain knowledge of all hotel features, services, hours of operation, room types
Ensure all reservations that need to be made manually are in the system.
Assists in executing goals such as HH enrollments and raising survey scores.
Manages all Guest Assistance claims with urgency, delegate to supervisors to assist.
Work with operations teams and sales teams on VIP arrivals, groups, and room blocks with special requests.
Train, cross-train and retrain all Guest Services Staff according to the hotels brand standards. This includes policies/procedures, PEP and customer service standards.
Counsel and coach all subordinate employees when necessary.
Serve as support in the absence of the Director of Rooms.
Monitor the front desk area for cleanliness, organization adherence to brand standards.
Prepare shift reports including trace reports: review special service request, VIPs, other.
Communicate effectively with other departments (e.g., housekeeping, engineering, F&B) to ensure guest needs are met utilizing tools like Quore, Outlook, Hotel Radios to communicate.
Assist in inventory control and ordering of The Shop and office supplies.
Conduct monthly department meetings and daily stand up to review operational needs, goals and new upcoming events at the hotel with front desk staff.
Partner with Sales, F&B, Engineering, Housekeeping on BEOs and Resumes weekly.
Ensure that the front office team is aware and knowledgeable on all BEO and Resumes.
Other duties may be assigned.