Front Office Manager - Doubletree by Hilton Berkeley Marina

- 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

- 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 2-3 years of front office or hotel operations experience

- Strong knowledge of hotel systems (e.g., PEP, OnQ, or similar PMS)

- Excellent problem-solving, communication, and leadership skills

- Maintain high guest satisfaction scores and service recovery effectiveness

- Ensure 100% compliance with check-in procedures, including payment authorization standards

- Maintain accurate shift logs and communication with Night Audit and leadership

- Ensure team adherence to attendance, punctuality, and grooming standards