Front Office Manager - Doubletree by Hilton Berkeley Marina

Crescent Hotels & Resorts

This job is closed: the employer no longer lists it.

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

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
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)

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