Front Office & Guest Services Lead

Viceroy Hotels and Resorts; Santa Monica (CA); On-site; USD 70,000 - 90,000; Full time

Job summary

Viceroy Hotels & Resorts is seeking a Front Office Manager in Santa Monica, CA. The role oversees Guest Services, Concierge and Uniformed Services, ensuring attentive, friendly and efficient service while maximizing room revenue.

The position requires strong supervisory skills, excellent communication, and the ability to lead by example in a high-standard luxury environment. On-site work with frequent collaboration across departments is expected.

Qualifications

• At least 5 years progressive hotel or related field experience; or a 2-year degree with 3+ years.
• Supervisory experience required.
• Exceptional customer service and communication skills.
• Proficient in Windows and Microsoft Office.
• Must multitask and prioritize to meet deadlines.
• Maintain a warm, friendly and service-oriented demeanor.

Responsibilities

• Respond to guest requests, problems, complaints and/or accidents at the Front Desk with courtesy and efficiency.
• Motivate, coach, counsel and discipline Guest Services staff per SOPs.
• Prepare and conduct all Guest Services interviews and hiring procedures.
• Develop employee morale and ensure training of Guest Services personnel.
• Maximize room revenue and occupancy by reviewing status daily and monitoring variances.
• Maintain Front Office SOPs for P.O.s, invoices, and cash handling.

Skills

Customer service

Communication skills

Supervisory experience

Multitasking

Team leadership

Problem solving

Professional demeanor

Tools

Windows

MS Office

Job description

Viceroy Hotels & Resorts is seeking a Front Office Manager in Santa Monica, CA. The role oversees Guest Services, Concierge and Uniformed Services, ensuring attentive, friendly and efficient service while maximizing room revenue.

The position requires strong supervisory skills, excellent communication, and the ability to lead by example in a high-standard luxury environment. On-site work with frequent collaboration across departments is expected.