Front Office Manager - Doubletree by Hilton… at Crescent… · Berkeley

FRONT OFFICE MANAGER - DOUBLETREE BY HILTON BERKELEY MARINA 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