Benefits:- 401(k)
- Dental insurance
- Employee discounts
- Health insurance
- Vision insurance
Position Summary
The Front Office Manager leads the front desk team and oversees the guest arrival and departure experience, making sure every guest is welcomed warmly, checked in accurately, and treated according to brand standards. The Front Office Manager also manages labor, cash handling, and room inventory controls for the department. This position reports to the General Manager.
Essential Duties
- Direct daily front desk operations, including check in, check out, reservations, guest requests, and night audit.
- Interview, select, train, coach, schedule, and evaluate front desk agents, night auditors, and guest service team members, and recommend discipline when needed.
- Prepare schedules based on occupancy and arrivals, and manage labor hours to budget.
- Resolve guest complaints promptly and follow up to make sure the guest is satisfied.
- Track guest satisfaction scores and feedback, and share results with the team to drive improvement.
- Make sure room status is communicated accurately with Housekeeping and Engineering, and that guest room moves, upgrades, and out of order rooms are handled correctly.
- Monitor room inventory, rates, and availability in the property management system, and work with the General Manager and sales team on pricing and occupancy.
- Oversee cash handling, cash drawers, deposits, and credit card procedures, and follow all audit and fraud prevention controls.
- Maintain guest safety and security, including key control, lost and found, and emergency procedures.
- Keep the lobby and front desk area clean, organized, and well stocked.
- Prepare departmental reports and paperwork, and help develop and apply department policies and procedures.
- Cover front desk shifts when needed to maintain service levels.
- Perform other duties as assigned.
Qualifications
- At least 2 years of hotel front desk experience, including at least 1 year in a supervisory or management role. Hilton or similar brand experience preferred.
- Hotel or hospitality degree preferred, not required.
- Ability to lead, train, and motivate a team.
- Working knowledge of property management systems, cash handling, and night audit procedures.
- Strong customer service, communication, and problem solving skills.
- Ability to read, write, and communicate well enough to complete reports, record guest information accurately, and assist guests and team members.
- Flexibility to work weekends, holidays, and varied shifts, as hotels operate every day.
Physical Demands
Must be able, with or without reasonable accommodation, to stand and walk for extended periods, and to frequently bend, stoop, and lift, push, or pull up to 25 pounds, such as guest luggage. Must be able to work at a computer workstation for extended periods.
Pay and Benefits
Pay: $72,400 per year.
Benefits: medical, dental, vision, 401(k), paid time off, and hotel room discounts.
Equal Opportunity Statement
DoubleTree by Hilton Monrovia Pasadena is an equal opportunity employer, including protected veterans and individuals with disabilities. Reasonable accommodation is available to enable individuals with disabilities to perform the essential functions of the job.