Guest Experience Manager - Front Office

Hei Hotels Inc.; Berkeley (CA); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Medical and Dental insurance

Vision insurance

401(k) plan with matching

Hotel room discounts

Job summary

Claremont Resort & Club, part of HEI Hotels & Resorts, in Berkeley, CA, seeks a Front Office Manager to lead guest services and front office operations. This on-site, full-time role focuses on registration, checkout, phone service, and adherence to brand standards.

You will forecast budgets, monitor systems, and manage labor costs while maintaining high guest satisfaction and coordinating with other departments. Experience in hospitality leadership is required.

Qualifications

• Minimum of 2 years Front Desk experience in a leadership role.
• Proficient with PMS system.
• Advanced knowledge of the brand’s reward program.
• Able to handle cash and credit transactions.
• Computer literacy and financial management a must.
• Strong communication and conflict-resolution skills.

Responsibilities

• Ensure efficient guest registration, checkout, and telephone service while applying brand standards.
• Implement company and franchise programs.
• Prepare forecasts and reports and assist in the development of the room’s budget.
• Monitor and maintain the front office systems and equipment for peak performance.
• Track guest satisfaction surveys and optimize the guest response system.
• Develop controls for labour cost management and schedule staff accordingly.
• Hire, train, supervise, and evaluate staff; ensure timely appraisals.
• Coordinate with other departments to enhance guest satisfaction.

Skills

Front Desk Leadership

PMS System

Cash Handling

Guest Service

Communication

Budget & Financial Mgmt

Staff Coaching

Tools

PMS System

Job description

Claremont Resort & Club, part of HEI Hotels & Resorts, in Berkeley, CA, seeks a Front Office Manager to lead guest services and front office operations. This on-site, full-time role focuses on registration, checkout, phone service, and adherence to brand standards.

You will forecast budgets, monitor systems, and manage labor costs while maintaining high guest satisfaction and coordinating with other departments. Experience in hospitality leadership is required.