Front Office Manager - Doubletree by Hilton Berkeley Marina

Key

Responsibilities - 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 Leadership & Accountability - 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)

Qualifications - Minimum 2-3 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 Core Competencies - Guest Service Excellence - Leadership & Team Development - Attention to Detail & Accuracy - Conflict Resolution & Decision-Making - Operational Efficiency & Accountability Performance Expectations (Key Metrics) - 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