Front Office Manager - Doubletree by Hilton Berkeley Marina

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.