Evening Front Office Manager - Guest Experience Leader

The Crescent Hotels Group; Berkeley (CA); On-site; USD 60,000 - 75,000; Full time

Job summary

The Crescent Hotels Group in California is seeking a Front Desk Supervisor for the evening shift to oversee all front desk operations, coach agents, and ensure smooth guest check-in and checkout, accurate payments, and incident handling.

You will coordinate with Housekeeping and Engineering, manage room moves and upsell opportunities, and ensure adherence to SOPs and brand standards while maintaining shift logs 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).

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

Guest service

Leadership

Communication

Problem solving

Job description

The Crescent Hotels Group in California is seeking a Front Desk Supervisor for the evening shift to oversee all front desk operations, coach agents, and ensure smooth guest check-in and checkout, accurate payments, and incident handling.

You will coordinate with Housekeeping and Engineering, manage room moves and upsell opportunities, and ensure adherence to SOPs and brand standards while maintaining shift logs and safety protocols.