Front Office Manager - Doubletree by Hilton Berkeley Marina

Crescent Hotels & Resorts; Berkeley (CA); On-site; USD 60,000 - 80,000; Full time

Job summary

Crescent Hotels & Resorts in Berkeley, California, is seeking a Front Office Manager to oversee PM operations at the front desk. The role involves leading the front desk team to deliver exceptional guest experiences and ensuring compliance with hotel standards. Candidates should have 2-3 years of hotel operations experience, strong leadership skills, and knowledge of hotel systems such as PEP or OnQ. The position requires availability on evenings and weekends. Competitive salary and benefits offered.

Qualifications

• Minimum 2-3 years of front office or hotel operations experience.
• Prior supervisory or leadership experience preferred.
• Strong knowledge of hotel systems like PEP or OnQ.
• Excellent problem-solving, communication, and leadership skills.
• Ability to work evenings, weekends, and holidays.

Responsibilities

• Oversee all front desk operations during PM shift.
• Lead and support Front Desk Agents for exceptional guest experiences.
• Ensure accurate check-in/check-out procedures.
• Monitor room inventory and optimize guest flow.
• Handle guest complaints and service recovery effectively.

Skills

Guest Service Excellence

Leadership & Team Development

Attention to Detail & Accuracy

Problem-Solving

Communication

Tools

PEP

OnQ

Job description

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

Experience

2 years: Front Office Experience (required)

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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