Evening Front Desk Supervisor — Guest Experience

Doubletree-By-Hilton; Berkeley (CA); On-site; USD 65,000 - 70,000; Full time

Job summary

Doubletree by Hilton Berkeley Marina is seeking a Front Office Manager to oversee the PM Front Desk operations and lead a team of Front Desk Agents. You will ensure smooth check-in/check-out, accurate payment processing, and effective guest flow management.

Responsibilities include staff coaching, adherence to brand standards, collaboration with housekeeping/engineering, and driving upsell opportunities while maintaining exceptional guest service and safety protocols.

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.

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.

Skills

Leadership

Communication

Problem-Solving

Attention to Detail

Tools

PEP

OnQ

Job description

Doubletree by Hilton Berkeley Marina is seeking a Front Office Manager to oversee the PM Front Desk operations and lead a team of Front Desk Agents. You will ensure smooth check-in/check-out, accurate payment processing, and effective guest flow management.

Responsibilities include staff coaching, adherence to brand standards, collaboration with housekeeping/engineering, and driving upsell opportunities while maintaining exceptional guest service and safety protocols.