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Front Office Manager - Doubletree by Hilton Berkeley Marina

Crescent Hotels and Resorts

Berkeley, CAJob$65–70K/yrSeen 2w agoSeen in employer's feed 5 days ago

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At a glance

Compensation
$65–70K/yr
Location
Berkeley, CA
Work Authorization
Not specified

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Job overview

The Front Office Manager oversees evening front desk operations at Doubletree by Hilton Berkeley Marina, leading and supporting Front Desk Agents while ensuring efficient service, accurate guest transactions, and compliance with hotel procedures. The role handles guest concerns, coordinates with other departments, supports revenue initiatives, and manages team performance, training, and scheduling. It requires at least two years of front office experience; prior supervisory or leadership experience is preferred.

Skills & qualifications

RequiredNice to have

Skills

Hotel SystemsProblem-SolvingCommunicationLeadershipOrganizational SkillsMultitaskingFront Office OperationsGuest ServiceTeam DevelopmentAttention to DetailConflict ResolutionDecision-MakingOperational Efficiency

Qualifications

2+ Years Front Office ExperiencePrior Supervisory ExperienceEvening, Weekend, Holiday Availability

Full job description

Pay or shift range: $65,000 USD to $70,000 USD

The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

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

Qualifications

Experience

Required

  • 2 years: Front Office Experience

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.

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