Assistant Front Office Manager

La Bahia Hotel; Santa Cruz (CA); On-site; USD 60,000 - 90,000; Full time

Job summary

La Bahia Hotel is seeking an Assistant Front Office Manager to lead daily front office operations and uphold exceptional guest service. The role collaborates with housekeeping, maintenance, and other departments to maintain efficiency and uphold Forbes-inspired standards while elevating our beachfront property.

The candidate should bring strong communication, leadership, and problem-solving skills, with prior luxury hotel experience and a track record of team leadership and guest satisfaction.

Qualifications

• 2+ years of experience as Assistant Front Office Manager in a luxury hotel/resort overseeing multiple departments.
• Experience in a luxury resort is preferred.
• Hotel opening experience is a plus.
• Dynamic and entrepreneurial—able to lead a team by example.
• Knowledge of local/state laws related to the rooms department.
• Knowledge of Forbes 5 Star and AAA 5 Diamond luxury room service standards.
• Housekeeping experience/knowledge is a plus.
• Strong leadership and management reporting skills.
• Strong business acumen and excellent communication (written, verbal, and presentations).
• Strong problem-solving, decision-making, conflict management, and interpersonal skills.
• Ability to influence others and maintain strong organizational skills.

Responsibilities

• Handle guest and internal inquiries courteously and ensure issues are resolved.
• Maintain positive guest and colleague relationships.
• Ensure Front Office staff deliver professional, exceptional service at all times.
• Greet and check-in VIP and long-stay guests.
• Ensure staff are familiar with hotel products and services.
• Verify guests receive optimal service during check-in/out.
• Monitor Front Office areas during peak periods for quality and efficiency.
• Collaborate with Housekeeping/Engineering to block rooms for maintenance.

Skills

Communication skills

Leadership skills

Problem solving

Decision making

Conflict management

Influence others

Organizational skills

Business acumen

Job description

Description

ABOUT US:

Nestled along the Pacific Coast, La Bahia Hotel & Spa celebrates its dramatic setting where the tip of Monterey Bay touches Sana Cruz's coveted Main Beach. Steeped in the romantic beauty of Spanish-Mediterranean architecture, locals and travelers alike will savor globally influenced cuisine, cocktails and wellness rituals infused with the region's agricultural bounty and coast-cultured Spirit.

SUMMARY:

The Assistant Front Office Manager is a proactive leader with strong communication skills who will support the Front Office Manager in overseeing the front office daily operations, while delivering exceptional guest services. This position assists in supervising front office staff, managing check-in/check-out procedures, resolving guest concerns, and optimizing room assignments. The Assistant Front Office Manager collaborates with housekeeping, maintenance, and other departments to maintain operational efficiency and uphold service standards. By delivering impeccable service and innovative programming, the Assistant Front Office Manager will uphold La Bahia Hotel & Spa’s service standards (inspired by Forbes) while elevating our beachfront property.

DUTIES/RESPONSIBILITY:

• Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
• Maintains positive guest and colleague interactions with good working relationships.
• Ensures that all Front Office employees deliver professional and exceptional guest service at all times.
• Assists in greeting and checking-in VIP and Long Stay guests.
• Ensures that all Front Office employees are familiar with the hotel’s products and services.
• Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out.
• Spends time in Front Office areas during peak periods to ensure that the area is managed well by the respective team and delivers the brand promise.
• Establishes a rapport with guests and maintains good customer relationship.
• Conducts frequent and thorough inspections of guest rooms and Rooms areas in general together with the Housekeeping Manager.
• Assists in securing external guest accommodation in overbooking situations.
• Ensures that public areas are clean and up to standard.
• Ensures that all daily arrival V.I.P. rooms, special request rooms, and long stay guest rooms are pre-blocked in advance, that Housekeeping is notified and that each room is prepared with the appropriate welcome amenities.
• Works closely with the Housekeeping and Engineering Departments to block rooms as necessary for maintenance.
• Works closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
• Perform additional duties as assigned, demonstrating flexibility and leadership within the scope of the role.

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

QUALIFICATIONS:

• (2) years or more minimum experience as Assistant Front Office Manager in a luxury hotel and/or resort overseeing multiple departments.
• Luxury resort experience preferred.
• Hotel opening experience a plus.
• Dynamic and entrepreneurial - able to lead a team to success by leading by example.
• Knowledge of local and state laws and regulations as relates to the rooms department.
• Knowledge of luxury rooms service standards (Forbes 5 Star, AAA 5 Diamond).
• Housekeeping experience/knowledge a plus
• Strong leadership skills; a natural motivator
• Strong management reporting skills.
• Strong business acumen.
• Strong Communication Skills (written, verbal and formal presentation style)
• Strong problem-solving skills
• Effective decision-making skills
• Effective conflict management skills
• Ability to influence others
• Strong organizational skills

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.