Front Office Manager - Doubletree by Hilton Berkeley Marina
Crescent CareersBerkeley, California
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Overview
Schedule
Full-time
Career level
Director
Remote
On-site
Benefits
Career Development
Job Description
Key Responsibilities
- 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
Leadership & Accountability
- 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)
Qualifications
- Minimum 2–3 years of front office or hotel operations experience
- Prior supervisory or leadership experience preferred
- Strong knowledge of hotel systems (e.g., PEP, OnQ, or similar PMS)
- Excellent problem-solving, communication, and leadership skills
- Ability to work evenings, weekends, and holidays
- Strong organizational and multitasking abilities
Core Competencies
- Guest Service Excellence
- Leadership & Team Development
- Attention to Detail & Accuracy
- Conflict Resolution & Decision-Making
- Operational Efficiency & Accountability
Performance Expectations (Key Metrics)
- 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
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FAQs About Front Office Manager - Doubletree by Hilton Berkeley Marina Jobs at Crescent Careers
What is the work location for this position at Crescent Careers?
This job at Crescent Careers is located in Berkeley, California, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at Crescent Careers?
Employer has not shared pay details for this role.
What employment applies to this position at Crescent Careers?
Crescent Careers lists this role as a Full-time position.
What experience level is required for this role at Crescent Careers?
Crescent Careers is looking for a candidate with "Director" experience level.
What benefits are offered by Crescent Careers for this role?
Crescent Careers offers Career Development for this position. Actual benefits may vary depending on the employer's policies and employment terms.
What is the process to apply for this position at Crescent Careers?
You can apply for this role at Crescent Careers either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.