Front Office Manager | Carneros Resort and Spa

Job Description

Job Description

Position Overview

The Front Office Manager is responsible for overseeing daily operations of the front office, guest services, and room operations at Carneros Resort and Spa. This role ensures exceptional guest experiences by maintaining luxury service standards, optimizing front office efficiency, and leading a high-performing team. The ideal candidate is a proactive leader with strong problem-solving skills, a deep understanding of guest service excellence, and the ability to drive operational success.

Key Responsibilities

• Guest Experience & Service Excellence

Ensure seamless guest arrivals, departures, and in-house experiences, delivering luxury-level service.

Actively engage with guests, handling inquiries, special requests, and service recovery with professionalism.

Oversee VIP and high-profile guest accommodations, ensuring personalized attention.

Monitor guest feedback and implement strategies for continuous service improvement.

Supervise and coordinate front desk, bell desk, and guest services to ensure smooth operations.

Collaborate with housekeeping, engineering, and other departments to optimize room readiness and guest satisfaction.

Manage front office logistics, including check-in / check-out procedures, key control, and room assignments.

Ensure compliance with safety, security, and operational policies.

Assist in managing room revenue, occupancy strategies, and upselling initiatives to maximize financial performance.

Monitor front desk financial transactions, ensuring accuracy in billing, cash handling, and reporting.

Analyze operational data and key performance metrics, making informed decisions to optimize efficiency.

Recruit, train, and mentor front office associates, fostering a culture of hospitality excellence.

Conduct performance evaluations, provide coaching, and implement professional development plans.

Schedule and manage staffing levels to balance service quality and cost efficiency.

Lead daily team meetings, ensuring clear communication and alignment on goals.

Qualifications

Bachelor’s degree in Hospitality Management or a related field preferred.

3-5 years of leadership experience in front office or rooms management, preferably in a luxury resort.

Strong knowledge of PMS systems (e.g., Opera, SMS, or similar) and front office operations.

Exceptional guest service, problem-solving, and conflict resolution skills.

Ability to multitask, lead a team, and work in a fast-paced environment.

Financial acumen, including experience with budgeting, forecasting, and revenue management.

Flexible schedule, including availability on weekends, holidays, and evenings as needed.