Front Office Manager

Renaissance Club Sport • Aliso Viejo, CA

73d

About The Position

The Front Office Manager is responsible for managing the execution and day-to-day activities of all operations in the rooms' area department, which includes the Hotel Front Desk, DTS, R Pantry, and Hotel Runners. This role leads the room operations team in the absence of the Hotel Manager and strives to continually improve hotel guest and department associate satisfaction while maximizing the financial performance of the department. The manager monitors compliance with standards and procedures, assists in meeting property goals, and ensures adherence to Marriott-related hotel metrics and other management-level property initiatives. The position also involves assisting associates in guest arrival and departure procedures, maintaining cleanliness in arrival areas and the lobby, and upholding RCSAV Service Standards.

Requirements

• Guest service obsession and ability to instill extreme hospitality in the team.
• Knowledge of Room Operations and Room Yield Management Skills.
• Strong initiative and leadership as a Department Head.
• Excellent communication skills.
• Hiring, training, and coaching skills.
• Professional, responsible, loyal, and trustworthy.
• Strong organizational skills and ability to multi-task in a busy environment.
• Ability to work various shifts and operational hours, including weekends.

Responsibilities

• Hires, supervises, trains, and develops all Front Office associates.
• Meets budget for Front Office operational costs and revenue.
• Reviews department financials, hotel sales, and activity reports to measure productivity and goal achievement.
• Oversees Front Office and related ancillary areas to ensure quality, cleanliness, and service standards are met.
• Performs desk shift-leader functions as needed, ensuring completion of assigned shift checklist.
• Manages Front Office inventory of team supplies and guest supplies.
• Participates in the Manager on Duty (MOD) weekend rotation program.
• Manages hotel-related incident reports and compliance with safety programs.
• Strives to continually improve guest satisfaction.
• Acts as liaison for the Marriott Bonvoy connector program.
• Trains and mentors associates in understanding and exceeding guest expectations.
• Interacts with guests to obtain feedback and handle complaints.
• Ensures compliance with loss prevention policies and procedures.
• Tracks associate time and attendance for accountability.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Accommodation