Front Desk Manager

Marriott•Costa Mesa, CA

13h•$80,000 - $80,000

About The Position

The Front Desk Manager at Avenue of the Arts Hotel has the ability to lead and motivate the Front Office Department. The department consists of the front desk, night audit, PBX, concierge & bell. In addition to overseeing these sub-departments, the position must be knowledgeable of daily operations and hotel statistics and most importantly ensure quality and guest satisfaction. Good thorough knowledge of Opera (PMS) and similar software programs preferred. The Front Desk Manager is responsible for guest interaction and satisfaction while also being able to assist other departments as needed.

Requirements

Proven leadership ability with experience managing front office or guest services teams.
Strong working knowledge of hotel operations and performance metrics.
Ability to evaluate guest service processes and implement strategies for continuous improvement.
Strong problem- solving skills and the ability to handle high pressure or emergency situations effectively
Ability to work days, evenings, overnight shifts, weekends, and holiday based on business needs.
Must be able to stand, walk, and move throughout the property for extended periods.

Nice To Haves

Good thorough knowledge of Opera (PMS) and similar software programs preferred.
Proficiency in Opera PMS and similar hotel management systems preferred.
Experience with AAA 4- Diamond Standards

Responsibilities

Lead, Motivate, and manage the Front Office department, including Front Desk, Night Audit, PBX, Concierge, and Bell Services.
Oversee daily front office operations to ensure efficiency, quality service, and guest satisfaction.
Supervise front office staff and ensure smooth check-in and check-out processes.
Serve as the primary point of contact for guest interaction, satisfaction, and issue resolution.
Perform all duties of Front Desk Agent, Night Auditor, Concierge, Bell, and PBX Operator when necessary.
Participate in the Weekend Manager on Duty program.
Maintain the highest levels of guest satisfaction in accordance with AAA 4- Diamond Standards.
Ensure hotel amenities are available, functional, and delivered to guests as expected.
Inspect hotel lobby, restrooms, meeting rooms, and public areas regularly; report and follow up on deficiencies
Ensure all parking lot and front drive operations meet company standards
Work with Rooms Division leadership, housekeeping, and engineering to ensure rooms and facilities meet quality standards
Ensure the hotel is properly utilizing all property systems and software (e.g., Marsha, GXP, Kipsu, etc)
Participate in safety meetings and ensure compliance with all safety and security policies.
Review and analyze daily occupancy statistics, room inventory, and rate plans.
Monitor and manage front office payroll daily to control labor costs.
Ensure staffing levels align with operational needs, events, and occupancy to maximize efficiency
Assist guests with credit card disputes and chargebacks.
Complete detailed month-to-month inventory for Guest Services.
Ensure employee incentives are submitted accurately and on time.
Respond to and resolve guest issues and emergencies while adhering to the hotel's budgetary constraints.
Hire, coach, counsel, discipline, and terminate guest services team members in compliance with company policy.
Create, review, and manage weekly front office schedules in collaboration with Rooms Division leadership.
Cross-train staff in all areas of the front office to ensure operational flexibility.
Conduct interviews and ensure compliance with all policies and procedures.
Monitor PBX operations and guest request logs (GXP) to ensure timely resolution of guest requests and issues.
Ensure team members take required breaks to avoid labor and compliance penalties.
Provide training on guest service standards, safety, and security procedures.
Monitoring trace requests and VIP arrivals to ensure expectation are met or exceeded.
Following up with guests staying four or more nights to enhance the guest experience.
Responding to guest inquiries, complaints, and feedback according to company policies.
Monitoring and responding to TripAdvisor, Guest voice, and other social media reviews as needed.
Coordinating with Sales and Rooms Division teams on VIPs, Groups, and Familiarization (FAM)stays.
Ensuring all guest service-related actives align with brand and service standards.