Hotel Front Office Manager

Dawn Ranch Lodge•Guerneville, CA

6d•$70,500 - $80,000•Onsite

About The Position

Dawn Ranch is a 22-acre riverside boutique resort destination in Guerneville at the heart of the Russian River Valley. The 86 unit cottage-style hotel and event venue unites thoughtfully designed accommodations, destination dining, weddings and retreats, wellness, outdoor experiences, and seasonal programming—all grounded in a strong sense of place and connection to the surrounding community. The resort’s premium spa and dining programs are open to resort guests and to the public. Dawn Ranch is the perfect destination to co-create luxury and inspiration. We’re looking for an inspired & experienced hospitality leader to join our team as the Front Desk Manager. If you are passionate about experiential travel, have strong leadership and customer service skills, and are comfortable multi-tasking in a fast paced environment – then this role is for you! The Front Office Manager inspires their team to provide an exceptional experience for our guests, ensuring our quality standards and branding throughout the hotel. You will be responsible for the overall operation of the front office and resort activities, reservation management, guest billing, associate staffing, activity scheduling, training, record keeping, and report preparation. You will hire, train and manage staff, supervise administrative duties, and address customer complaints and queries. In this role, you will oversee the day-to-day aspects of the hotel, ensuring guest satisfaction and aiming to deliver optimum efficiency and economy of operations in collaboration with the other department managers. You will also act as the Property Manager on Duty when assigned.

Requirements

Minimum of 2 years of hotel or hospitality experience.
Minimum of 1 leadership experience, preferably in a hotel Front Office.
Previous experience with hotel front desk operations.
Strong verbal and written communication skills.
Strong guest service and conflict-resolution skills.
Ability to lead, motivate, and develop employees.
Strong organizational and time-management skills.
Ability to work effectively in a fast-paced environment.
Ability to work flexible schedules, including weekends, holidays, and occasional overnight or extended shifts when business needs require.
Basic computer proficiency and ability to learn to use new systems quickly.
Strong written and verbal Communication skills; ability to adapt to company communication policy and brand standards
Work collaboratively and effectively with other department managers, team members, 3rd party vendors, and clients.
Ability to stand and walk for extended periods throughout the resort, including the front desk, guest lodgings, public areas, and other departments.
Ability to sit for periods of time while performing administrative, computer, scheduling, reporting, and other office-related duties.
Ability to occasionally lift, carry, push, or pull items weighing up to 25 pounds, such as supplies, packages, files, equipment, or other items associated with front office operations.
Ability to work in a hotel environment with frequent interaction with guests and employees and exposure to varying noise levels, temperatures, and indoor/outdoor conditions.
Knowledge of safety management principles; federal and state OSHA regulations; safety, emergency, and accident policies and procedures.

Responsibilities

Lead and manage the front office and resort activities operations as well as collaborate with and support other resort departments including housekeeping, spa, food and beverage, events, engineering, sales, and administration.
Develop and implement strategies to ensure guest satisfaction and hotel staff efficiency.
Ensure the quality, timeliness, and effectiveness of responses to guest inquiries and concerns.
Work collaboratively to ensure all areas of the resort deliver high standards of comfort, service, and quality for the guests
Responsible for the Front Desk and Activities department’s financial performance, enhancing revenue opportunities and managing expenses.
Assist with front desk operations based on occupancy or staffing needs.
Ensure the safety of guests, employees, and vendors at the resort through compliance with safety, emergency, and accident policies and procedures.
Recruit, hire, train, schedule and supervise employees of the front office and activities teams.
Appropriately assign/delegate work and authority to others in the accomplishment of goals; provide coaching, advice and assistance as required; help subordinates overcome obstacles and deal with problems.
Maintain appropriate staffing levels based on occupancy, business levels, and operational needs.
Coordinate with and schedule 3rd party resort activity partners.
Respond promptly and effectively to guest requests and complaints.
Understand employee and guest satisfaction results, establishing and communicating game plans to address need areas and expand on the strengths.
Oversee and maintain the accuracy of guest information in the property management system and partner extranets including reservations, profiles, billing, and account balances.
Perform other duties as assigned.