Oversee all front desk operations during PM shift, ensuring smooth and efficient service delivery. Lead, coach, and support Front Desk Agents to deliver exceptional guest experiences. Ensure accurate check-in/check-out procedures, including proper payment authorization and incidental holds. Monitor room inventory, availability, and daily arrivals/departures to optimize occupancy and guest flow. Handle guest complaints and service recovery promptly, professionally, and effectively. Ensure compliance with all SOPs, brand standards, and cash handling procedures. Review and approve room moves, upgrades, rate changes, and guest billing adjustments. Collaborate with Housekeeping and Engineering to ensure room readiness and guest satisfaction. Conduct daily shift briefings and communicate key operational updates. Support upselling initiatives and revenue opportunities. Ensure proper documentation of incidents, guest concerns, and shift activities in daily logs. Oversee safety and security protocols during the evening shift. Ensure a smooth handoff to Night Audit, including communication of all pending issues.
Supervise and hold front office team accountable for performance, attendance, and adherence to standards. Provide on-the-job training, coaching, and feedback to improve performance. Address performance issues promptly in partnership with People & Culture. Support scheduling needs in alignment with business levels and labor guidelines. Ensure compliance with company policies, including union/CBA requirements (if applicable).
Minimum 23 years of front office or hotel operations experience. Prior supervisory or leadership experience preferred. Strong knowledge of hotel systems (e.g., PEP, OnQ, or similar PMS). Excellent problem-solving, communication, and leadership skills. Ability to work evenings, weekends, and holidays. Strong organizational and multitasking abilities.
Guest Service Excellence. Leadership & Team Development. Attention to Detail & Accuracy. Conflict Resolution & Decision-Making. Operational Efficiency & Accountability.
Maintain high guest satisfaction scores and service recovery effectiveness. Ensure 100% compliance with check-in procedures, including payment authorization standards. Minimize billing errors, adjustments, and guest disputes. Achieve upsell and revenue enhancement goals. Maintain accurate shift logs and communication with Night Audit and leadership. Ensure team adherence to attendance, punctuality, and grooming standards.
Front Office Manager • Berkeley, CA, United States
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