Front Office Manager

Company Overview

Kirkwood Collection is a luxury hotel brand that offers a portfolio of intimate boutique hotels located in iconic California destinations. Our properties blend historic architecture with modern amenities, providing an exceptional experience for the sophisticated traveler. If you are passionate about delivering exceptional guest experiences in a luxury setting, we invite you to apply for the Front Office Manager role today and become part of our dedicated team at Kirkwood Collection!

Summary

La Serena Villas is seeking a Front Office Manager who manages the front desk staff and ensures quality customer service. This individual will oversee the daily service operations for hotels rooms. Ensures check-in, check-out, are performed competently and in accordance with organizational policies and procedures. Responds to and resolves guest complaints and concerns. Your mission: Ensuring an exceptional guest experience while efficiently managing front office operations. This involves leading the front desk team, overseeing guest services, and ensuring smooth communication between departments to maximize guest satisfaction, profitability, and operational efficiency.

Responsibilities

· Act as the front desk manager on duty in the absence of the General Manager

· Responsible for short and long term planning and the management of the hotel’s Front Office operations

· Assist in developing and recommending the budget, labor cost plans, and objectives and manages within those approved plans

· Interface housekeeping and maintenance teams to ensure property is maintained to the highest standards of cleanliness and functionality

· Establish standards for personnel performance and customer service

· Organize and direct worker training programs, resolve personnel problems, hire new staff, and evaluate employee performance

· Assist with onboarding and training of new team members

· Scheduling of hourly team members based on hotel occupancy

· Insures proper staffing levels for customer service goals

· Create expectations, lead people, manage processes, and hold people accountable for the agreed upon activities and time tables

· Hold property team accountable for standards through coaching, counseling, and progressive discipline when needed

· Review work procedures and operational problems to determine ways to improve service, performance, or safety

· Ensure all operations and cash handling are done per policies and procedures

· Maintain excellent communication with the housekeeping department

· Maintain information on prices, rates, specials, packages, programs, etc while ensuring all staff are trained in all areas

· Uphold standards of service in line with operational procedures created on site

· Analyze, investigate, and resolve guest complaints

· Respond to guest reviews and feedback from TripAdvisor and other booking channels to ensure a 100% response rates

· Assist with regular inventory counts of retail and package items and re-order supplies as needed

Qualifications

• Proven experience in hotel management or front office operations within the hospitality industry.
• Strong knowledge of hospitality principles and practices.
• Excellent communication skills, both verbal and written, with a focus on guest relations.
• Ability to lead, motivate, and develop a team in a fast-paced environment.
• Bilingual or multilingual capabilities are a plus but not required.
• Familiarity with hotel management software is beneficial.
• Strong organizational skills with attention to detail.
• Ability to work flexible hours, including nights and weekends.

Job Type: Full-time

Pay: $68,640.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Morning shift
• Overnight shift

Work Location: In person

Salary : $68,640 - $70,000