Front Office Manager

Millennium & Copthorne Hotels; Sunnyvale (CA); On-site; USD 95,000 - 100,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) retirement plan with company  –

Paid Time Off & Holidays

Hotel Room Discounts

Job summary

M Social Sunnyvale, part of Millennium Hotels & Resorts, seeks a Front Office Manager to lead daily Front Office operations and deliver exceptional guest experiences from arrival to departure. You will oversee Front Desk, Guest Services, Night Audit and Bell/Valet, driving service excellence and efficiency in a vibrant lifestyle hotel.

The role targets a hospitality leader with 3–5 years in Front Office leadership, strong communication, and a passion for teamwork and guest satisfaction.

Qualifications

• Minimum 3–5 years of Front Office leadership experience in a hotel environment.
• Experience with Opera Cloud or similar PMS.
• Bachelor's degree in Hospitality Management or Business Administration preferred.

Responsibilities

• Lead and manage the daily operations of the Front Office department.
• Recruit, train, coach, and develop Front Desk Agents, Supervisors, Night Auditors, Bell Staff, and Guest Service team members.
• Foster a positive, collaborative, and guest-focused work environment.
• Monitor employee performance and provide coaching, recognition, and corrective action as needed.
• Promote accountability, teamwork, and continuous improvement.
• Oversee check-in/check-out, guest services, cash handling, and front office procedures.
• Ensure accurate room assignments, billing, and guest account management.
• Monitor room inventory and occupancy in partnership with Housekeeping and Revenue Management.
• Respond to guest feedback and implement service improvements.

Skills

Leadership

Interpersonal skills

Communication

Problem solving

Time management

Education

Bachelor's degree in Hospitality Management

Bachelor's degree in Business Administration

High school diploma or equivalent

Tools

Opera Cloud or similar PMS

Microsoft Office Suite

Job description

Hotel Name: M Social Sunnyvale
Location: Onsite – Sunnyvale, CA
Salary Range: $95,000.00- $100,000.00

Join the Team at M Social Sunnyvale

At M Social Sunnyvale, we don’t just welcome guests—we create moments, spark connections, and bring energy to every interaction. Designed for the young at heart, M Social delivers a bold and vibrant hospitality experience.

About M Social Sunnyvale

As the first ground-up M Social in the U.S., this innovative property features 263 rooms, a dynamic courtyard, and the signature Beast & Butterflies social hub. Located in Silicon Valley, the hotel blends technology, design, and social connectivity to create a unique guest experience.

As part of Millennium Hotels & Resorts, a global hospitality leader with over 145 hotels across key destinations worldwide, our hotel is backed by a legacy of quality, consistency, and service excellence—driven by a passion for hospitality, an entrepreneurial spirit, innovation, and a progressive, solutions-oriented approach.

At Millennium, we are guided by our core values:

• Passion for Hospitality – Delivering meaningful and memorable guest experiences
• Entrepreneurial – Taking ownership and acting with agility
• Innovation & Progressive – Continuously improving how we operate and serve
• Solutions & Results Oriented – Staying adaptable and focused on results

These values shape how we work, how we lead, and how we create exceptional experiences for our guests and our teams.

About the Role:

As our Front Office Manager, you will lead the daily operations of the Front Office while ensuring exceptional guest experiences from arrival through departure. You will oversee the Front Desk, Guest Services, Night Audit, and Bell/Valet operations while driving service excellence, operational efficiency, and team engagement.

This role is ideal for a hospitality leader who is passionate about creating memorable guest experiences, developing high-performing teams, and delivering operational excellence in a fast-paced lifestyle hotel.

Your Impact – Front Office Leadership

You will shape the guest journey by leading the Front Office team with energy, professionalism, and accountability. Your leadership will ensure seamless arrivals and departures, maximize guest satisfaction, support revenue goals, and foster a service culture that reflects the vibrant personality of M Social Sunnyvale.

What You'll Be Doing

Leadership & Ownership

• Lead and manage the daily operations of the Front Office department
• Recruit, train, coach, and develop Front Desk Agents, Supervisors, Night Auditors, Bell Staff, and Guest Service team members
• Foster a positive, collaborative, and guest-focused work environment
• Monitor employee performance and provide coaching, recognition, and corrective action as needed
• Promote accountability, teamwork, and continuous improvement

Front Office Operations

• Oversee check-in, check-out, guest services, cash handling, and daily Front Office procedures
• Ensure accurate room assignments, billing, and guest account management
• Monitor room inventory, occupancy, and room availability in partnership with Housekeeping and Revenue Management
• Ensure all guest requests and service recovery situations are resolved promptly and professionally
• Maintain compliance with brand standards and operational procedures

Guest Experience

• Deliver exceptional hospitality by anticipating guest needs and exceeding expectations
• Personally assist with VIP arrivals, group check-ins, and guest concerns when needed
• Respond to guest feedback and implement service improvements
• Create memorable guest experiences through personalized service and proactive engagement
• Promote guest loyalty and satisfaction through consistent service excellence

Financial & Business Performance

• Assist in achieving departmental revenue and profitability goals
• Monitor labor costs, scheduling, and departmental productivity
• Ensure accurate cash handling, auditing, and financial reporting
• Support upselling initiatives, room upgrades, and ancillary revenue opportunities
• Analyze operational reports and identify opportunities for improvement

Team Collaboration

• Partner closely with Housekeeping, Engineering, Food & Beverage, Sales, Security, and Revenue Management
• Coordinate room readiness and guest arrivals with Housekeeping
• Support group arrivals, special events, and VIP experiences
• Communicate operational priorities effectively across departments

Safety & Compliance

• Ensure compliance with company policies, safety procedures, and hotel standards
• Maintain confidentiality of guest information
• Ensure compliance with cash handling, PCI, and data privacy requirements
• Support emergency procedures and hotel safety initiatives

• Passion for hospitality and delivering exceptional guest experiences
• Strong leadership and interpersonal skills
• Excellent communication and problem-solving abilities
• Outstanding organizational and time management skills
• Ability to remain calm and effective in a fast-paced environment
• Flexibility to work mornings, evenings, weekends, holidays, and varying schedules

Leadership Requirements

• Minimum 3–5 years of Front Office leadership experience in a hotel environment
• Proven ability to lead, coach, and develop high-performing teams
• Strong service recovery and conflict resolution skills
• Experience managing departmental operations, scheduling, and labor productivity
• Demonstrated ability to drive guest satisfaction and operational excellence

Technical / Role-Specific Requirements

• Strong knowledge of hotel Front Office operations and guest service standards
• Experience with hotel Property Management Systems (Opera Cloud preferred or similar PMS)
• Knowledge of night audit procedures, room inventory management, and hotel accounting fundamentals
• Experience with Microsoft Office Suite and hotel reporting systems
• Strong understanding of revenue optimization, room inventory, and guest relations
• Ability to analyze reports and make operational decisions

Preferred Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred
• Experience in a lifestyle, luxury, or full-service hotel preferred
• Multi-department operational experience is a plus
• Bilingual abilities are a plus

Physical Requirements

• Ability to stand and walk for extended periods throughout the shift
• Occasionally lift, carry, push, and pull up to 25 pounds
• Ability to move throughout all areas of the hotel as operational needs require
• Comfortable working in a fast-paced, guest-facing environment

Education

• High school diploma or equivalent required
• Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred
• Equivalent combination of education and relevant experience will be considered

At Millennium Hotels & Resorts, we support our employees with a competitive benefits package designed to promote wellbeing and long-term success:

• Medical, Dental & Vision Insurance
• Company-paid Life and AD&D Insurance
• Short-Term and Long-Term Disability Coverage
• 401(k) Retirement Plan with Company Match (where applicable)
• Paid Time Off & Paid Holidays
• Hotel Room Discounts across our global portfolio
• Employee Assistance Program (EAP)

Benefits eligibility and offerings are subject to plan terms and company policy.

Why Join Us

At Millennium Hotels & Resorts, you’re not just taking on a role—you’re joining a global organization committed to people, performance, and growth.

Whether you’re supporting operations behind the scenes or delivering service on the front line, your work contributes to a culture focused on hospitality, collaboration, and results.
If you’re looking for an opportunity to grow, contribute, and make an impact, we invite you to join our team.