Front Office Manager - Doubletree by Hilton Berkeley Marina

Front Office ManagerHospitality & Tourism

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Overview

Key Responsibilities Oversee all front desk operations during PM shift, ensuring smooth and efficient service delivery Lead, coach,

Technical Tools

Front Office ManagerHospitality & Tourism

~1 min read

→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

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)

~1 min read

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