Front Office Manager
About The Position
Lead Exceptional Guest Experiences at Sonoma's Premier Luxury Resort. At MacArthur Place Hotel & Spa, hospitality is personal. Nestled in the heart of Sonoma wine country, our luxury boutique resort is known for intuitive service, refined accommodations, and unforgettable guest experiences. We are seeking an experienced, service-driven Front Office Manager to lead the Front Desk, Concierge, Bell Services, Valet, Night Audit, and Lobby Ambassador teams. This hands-on leader sets the standard by delivering warm, intuitive, and highly personalized service that anticipates guest needs and elevates every stage of the guest journey. They also build a high-performing team while driving operational excellence and strong financial results. Working closely with Housekeeping, Engineering, Sales & Events, Reservations, and Food & Beverage, you'll ensure a seamless guest experience from arrival through departure while supporting revenue goals, maintaining brand standards, and delivering operational excellence.
Requirements
- 5+ years of progressive Front Office experience, including 3–5 years in a supervisory or management role.
- Luxury, boutique, or full-service hotel experience preferred.
- Strong leadership, communication, and guest service skills.
- Experience with Property Management Systems (Opera, Maestro, or similar), Microsoft Office, and hotel reservation and revenue systems.
- Knowledge of budgeting, forecasting, revenue management, billing, cashiering, and expense control.
- Excellent organizational, decision-making, and problem-solving skills.
- Ability to obtain or maintain required certifications, including Food Safety and Responsible Beverage Service (RBS), if applicable.
Responsibilities
- Oversee daily Front Office operations, including check-in, check-out, guest registration, room assignments, and room inventory.
- Deliver personalized luxury service while welcoming VIP, repeat, long-stay, and loyalty guests.
- Respond to guest concerns, lead service recovery efforts, and monitor guest feedback and online reviews.
- Coordinate room readiness, overbookings, walk situations, and key control with Housekeeping.
- Ensure compliance with guest identification, payment, confidentiality, and hotel policies.
- Recruit, hire, onboard, coach, schedule, and develop Front Office team members.
- Lead Front Desk, Concierge, Bell, Valet, Night Audit, and Lobby teams while fostering accountability, teamwork, and service excellence.
- Conduct daily lineups, performance evaluations, coaching, and corrective action.
- Maintain staffing levels through effective scheduling, cross-training, and professional development.
- Support revenue management, pricing strategies, occupancy optimization, and forecasting.
- Manage reservations across Online Travel Agencies (OTAs), third-party partners, direct bookings, phone reservations, and walk-ins.
- Coordinate group room blocks, VIP arrivals, and reservation changes with Sales & Events.
- Drive revenue through upselling, room upgrades, and ancillary offerings.
- Monitor budgets, billing, cashier audits, cash handling, and expense control while identifying opportunities to improve efficiency.
- Partner with Housekeeping and Engineering to ensure room readiness and timely maintenance resolution.
- Maintain departmental procedures, payroll, reports, schedules, and operational documentation.
- Ensure compliance with company policies, brand standards, safety procedures, and quality assurance initiatives.
- Conduct daily operational briefings, monthly safety training, and collaborate across departments to support seamless hotel operations.
- Operate Property Management Systems (Opera, Maestro, or similar), reservation platforms, POS systems, and Microsoft Office applications.
- Maintain accurate guest and financial records, generate operational reports, troubleshoot basic system issues, and coordinate with IT as needed.
- Be flexible to support all Front Office operations and shifts, including evenings, weekends, holidays, and extended hours as business needs require.
- Support hotel operations, affiliated properties, wineries, and special events.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
