Front Office Manager

Socket.dev; Santa Cruz (CA); On-site; USD 85,000 - 110,000; Full time

Job summary

La Bahia Hotel & Spa in Santa Cruz, CA, seeks a Front Office Manager to inspire as an exemplary leader, delivering luxury guest experiences and driving guest satisfaction and loyalty.

You will oversee Front Office, Valet Parking & Bell Services, Retail and Security, partnering with the Hotel Manager to uphold Forbes-inspired service standards and oversee peak-period operations.

Qualifications

• 2-3 years or more minimum experience as Front Office Manager in a luxury hotel and/or resort.
• Luxury resort experience preferred.
• Hotel opening experience a plus; Forbes 5 Star / AAA 5 Diamond knowledge is valued.

Responsibilities

• Ensure all Front Office staff consistently deliver the brand promise, providing outstanding guest service at all times.
• Maintain and utilize guest history records effectively, ensuring repeat guests are pre-registered and recognized.
• Implement and oversee guest recognition programs to enhance loyalty and personalized experiences.
• Greet and assist VIP and long-stay guests, ensuring adherence to established recognition protocols.
• Monitor check-in and check-out processes to guarantee efficient, high-quality service.
• Address guest complaints and inquiries promptly, ensuring swift resolution and follow-up.
• Keep Front Office staff informed on promotions, policies, and hotel updates.
• Ensure all team members are knowledgeable about hotel products, services, and brand standards.
• Develop and execute training programs in collaboration with the Hotel Manager to enhance staff performance.
• Foster a positive and professional work environment, encouraging teamwork and excellence.
• Oversee Front Office and Pearl Lounge operations during peak periods to ensure smooth service delivery.
• Coordinate with Housekeeping and Engineering to manage room allocations and maintenance needs.
• Ensure compliance with company brand standards, implementing enhancements where applicable.
• Maintain accurate guest data in all systems.
• Stay informed on industry trends, competitor offerings, and market developments to maintain a competitive edge.
• Analyze guest feedback and implement necessary improvements; work with other department managers to support hotel success.

Skills

Leadership

Communication

Problem-solving

Decision-making

Conflict management

Organizational skills

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 Ideal candidate for Front Office Manager will be an inspirational leader with a passion for crafting exceptional guest experiences leading to great guest satisfaction returning guests, a talent for developing and training others and thorough knowledge of industry trends. This role will assist the Hotel Manager in managing the Front Office operations including Valet Parking & Bell Services, Front Office, Retail, and Security while embracing La Bahia and Spa’s luxury service standards (inspired by Forbes) and unique experiences throughout the hotel.

DUTIES AND RESPONSIBILITIES:

• Ensure all Front Office staff consistently deliver the brand promise, providing outstanding guest service at all times.
• Maintain and utilize guest history records effectively, ensuring repeat guests are pre-registered and recognized.
• Implement and oversee guest recognition programs to enhance loyalty and personalized experiences.
• Greet and assist VIP and long-stay guests, ensuring adherence to established recognition protocols.
• Monitor check-in and check-out processes to guarantee efficient, high-quality service.
• Address guest complaints and inquiries promptly, ensuring swift resolution and follow-up.
• Keep Front Office staff informed on promotions, policies, and hotel updates.
• Ensure all team members are knowledgeable about hotel products, services, and brand standards.
• Develop and execute training programs in collaboration with the Hotel Manager to enhance staff performance.
• Foster a positive and professional work environment, encouraging teamwork and excellence.
• Oversee Front Office and Pearl Lounge operations during peak periods to ensure smooth service delivery.
• Coordinate with Housekeeping and Engineering to manage room allocations and maintenance needs.
• Ensure compliance with company brand standards, implementing enhancements where applicable.
• Maintain accurate guest data in all systems.
• Stay informed on industry trends, competitor offerings, and market developments to maintain a competitive edge.
• Analyze guest feedback (e.g., Consumer Audit results) and implement necessary improvements. Work closely with other department managers to support overall hotel success and guest satisfaction.
• Perform additional duties as assigned, demonstrating flexibility and leadership within the scope of the role.

SUPERVISORY RESPONSIBILITIES:

Manages the front desk agents and valet parking & bell services, including setting the schedules. Is responsible for the overall direction, coordination and evaluation of all front office departments. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

This role offers a dynamic work environment where your contributions directly impact the guest experience. If you are dedicated to cleanliness, customer satisfaction, and enjoy working in a team-oriented atmosphere, we invite you to join our Front Office team at La Bahia Hotel & Spa.

Requirements

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• (2-3) years or more minimum experience as 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