FRONT OFFICE MANAGER

Crescent Hotels & Resorts; Berkeley (CA); On-site; USD 65,000 - 70,000; Full time

Job summary

Crescent Hotels & Resorts in Berkeley, CA is seeking a Front Desk Supervisor to oversee the PM shift and coach Front Desk Agents for exceptional guest experiences.

Use your leadership and problem-solving skills to ensure accurate check-in/out, optimal occupancy, and proper cash handling while maintaining brand standards. Evening/weekend availability is required to support operations and guest satisfaction.

Qualifications

• Minimum 2–3 years in front office or hotel operations.
• Supervisory or leadership experience preferred.
• Strong knowledge of hotel systems (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

Front Office Experience

Leadership

Problem-solving

Communication

Organizational Skills

Tools

PEP

OnQ

PMS

Job description

Compensation: $65,000 to $70,000 per year

Description

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

Qualifications

Front Office Experience

Experience

• Required

2 Years

Front Office Experience

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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