Luxury Front Office Leader — Guest Experience Champion

Appellation Lodi - Wine & Roses Resort and Spa; Lodi (CA); On-site; USD 59,758 - 80,849; Full time

Benefits offered by this job

Health benefits including medical, d
​

401(k) Matching

Vacation & Holiday pay

Aflac Supplemental

Team Member Discounts

Job summary

Appellation Lodi – Wine & Roses Resort and Spa is seeking a Hotel Assistant Manager to lead daily Front Office operations and deliver exceptional guest experiences from arrival to departure. This hands-on leader collaborates with departments to uphold luxury service standards and staff development in a fast-paced, hospitality-focused environment.

The role oversees VIP arrivals, guest concerns, and continuous process improvements while maintaining strong financial controls and operational

Qualifications

• Bachelor’s degree in Hospitality Management or related field preferred; equivalent experience considered.
• Minimum 2–3 years of leadership experience as an Assistant Front Office Manager, Front Office Supervisor, or similar role in an upscale or luxury hotel; luxury resort experience preferred.
• Experience supervising Front Office operations, with exposure to Rooms Division, Food & Beverage, and Spa operations preferred.
• Strong leadership, communication, coaching, and problem-solving skills with a passion for delivering exceptional guest experiences.
• Highly organized with the ability to manage multiple priorities in a fast-paced environment.
• Proficient in Microsoft Office and hotel technology, including Maestro PMS (preferred), Toast POS, Microsoft Teams, and other hospitality systems.
• Knowledge of luxury service standards, ADA compliance, guest privacy, and hotel safety regulations.
• Bilingual English/Spanish is a plus.
• Must be able to work a flexible schedule, including mornings, evenings, overnights, weekends, and holidays.
• Must be able to perform the essential functions of the position, with or without reasonable accommodation.

Responsibilities

• Lead daily Front Office operations, ensuring exceptional guest experiences from arrival through departure.
• Supervise front desk, reservations, and guest service teams during assigned shifts.
• Deliver personalized luxury hospitality while resolving guest concerns promptly and professionally.
• Support VIP arrivals, special requests, and guest recognition initiatives.
• Partner with Housekeeping and other departments to ensure seamless hotel operations and room readiness.
• Ensure compliance with hotel policies, luxury service standards, safety regulations, and operational procedures.
• Monitor labor, departmental expenses, cash handling, billing accuracy, and purchasing activities.
• Maintain proficiency with hotel systems, including Maestro PMS and other operational technologies, while supporting continuous process improvements.
• Support cross-training initiatives, and communicate effectively across departments.
• Monitor guest feedback and online reviews to identify opportunities for service excellence and continuous improvement.
• Assist the Front Office Manager and General Manager with operational projects, reporting, and other leadership responsibilities as needed.

Skills

Leadership

Customer service

Communication

Problem-solving

Team development

Operational excellence

Education

Bachelor's degree in Hospitality Management

Equivalent experience considered

Tools

Maestro PMS

Toast POS

Microsoft Teams

Job description

Appellation Lodi – Wine & Roses Resort and Spa is seeking a Hotel Assistant Manager to lead daily Front Office operations and deliver exceptional guest experiences from arrival to departure. This hands-on leader collaborates with departments to uphold luxury service standards and staff development in a fast-paced, hospitality-focused environment.

The role oversees VIP arrivals, guest concerns, and continuous process improvements while maintaining strong financial controls and operational