Front Office Manager

Anaheim, CA, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Salary

Range $80,000.00 - $85,000.00

Work Schedule

Standard Hours

Benefits

Medical insurance

Dental Insurance

Vision Insurance

Vacation Time

sick leave

Life insurance

401(k) Plan

Job Description

HEI Hotels and Resorts is a premier hospitality management company known for its commitment to excellence, associate-first culture, and dedication to providing superior guest experiences. With a diverse portfolio of high-quality hotels and resorts, HEI has earned a reputation as an industry leader by investing heavily in its people, who are considered its greatest asset. From luxury resorts near world-renowned attractions to urban properties offering exceptional service, HEI continuously sets new standards in hospitality. The company emphasizes offering comprehensive compensation, top-tier benefits, and advanced training, ensuring associates are empowered to succeed and grow within the organization. This approach fosters an inclusive and supportive workplace that values diversity and encourages career development for all employees.

One of HEI’s renowned properties, the JW Marriott Anaheim, is a AAA Four Diamond resort situated just under one mile from Disneyland and the Anaheim Convention Center. This prime location attracts a wide range of guests, from leisure travelers visiting the theme parks to convention attendees, creating a dynamic and engaging work environment. At this resort, HEI brings its hallmark of exceptional hospitality coupled with brand standards that ensure a refined guest experience.

The role available at the JW Marriott Anaheim focuses on maintaining and elevating guest service standards throughout the guest journey—from arrival and registration to departure. This position requires effective leadership in managing front office operations, optimizing staffing, overseeing training, and handling guest service feedback through monitoring surveys and comments. The guest service leader acts as a vital liaison between guests and hotel departments to guarantee smooth operations and memorable experiences.

HEI Hotels and Resorts values diverse backgrounds and experiences, explicitly encouraging candidates who may not meet every listed qualification but exhibit enthusiasm and the right spirit to apply. Military experience is also honored and welcomed. This inclusivity aligns with HEI’s mission to build a robust workforce that reflects the communities it serves.

The compensation for this role ranges between $80,000 and $85,000 annually, reflecting the company’s commitment to competitive pay. HEI also offers a comprehensive benefits package designed to provide holistic physical, mental, and financial wellness to employees. Medical, dental, and vision insurance; vacation and sick leave; pet insurance; life and disability coverage; 401(k) plan with matching funds; and employee discounts collectively contribute to a supportive employment experience.

This position requires a balance of operational savvy, customer service expertise, and leadership capabilities to uphold HEI’s brand standards and guest satisfaction goals. The successful candidate will be adept at budgeting, workforce management, guest relations, and cross-departmental coordination. They will also foster a culture of open communication, accountability, and continuous improvement within their team. This role is pivotal in ensuring that the front office performs efficiently, guests feel valued, and the hotel operates smoothly.

Job Requirements

Minimum of high school diploma or equivalent
Minimum of 2 years front desk experience, preferably in leadership role
Proficient with PMS system
Knowledge of brand’s reward program
Ability to handle cash and credit transactions
Computer literacy including financial management
Excellent interpersonal skills with patience, tact and diplomacy
General knowledge of local attractions and transportation
Ability to remain calm and alert in emergency situations
Knowledge of relevant federal, state and local employment laws
Ability to build effective working relationships
Strong decision-making and judgment skills
Knowledge of hotel operations and hospitality law
Effective communication skills

Job Qualifications

Minimum of 2 years front desk experience, preferably in leadership role
Proficient with PMS system
Advanced knowledge of brand’s reward program
Able to handle cash and credit transactions
Computer literacy and financial management skills
Effective interpersonal skills to deal with internal and external customers requiring patience, tact and diplomacy
General knowledge of local area attractions and transportation
Ability to observe and detect signs of emergency situations and remain calm and alert during emergencies and heavy hotel activity
Working knowledge of federal, state and local laws governing employment, safety, wages and labor relations
Ability to establish and maintain effective working relationships with associates and customers
Sound decision-making skills using good judgment
Knowledge of hotel operations including marketing plans, security, personnel relations, business planning, maintenance, budgeting, quality assurance, hospitality law, and long-range planning
Effective verbal and written communication skills
Ability to adapt communication style to suit different audiences

Job Duties

Ensure efficient guest registration, checkout, guest service, and telephone service while ensuring all brand standards are being applied
Implement company and franchise programs
Prepare forecasts and reports and assist in the development of the room’s budget
Monitor and maintain the front office systems and equipment to ensure their optimum performance
Track guest satisfaction surveys and maximize usage of the guest response tracking system
Develop and implement controls for expense management and utilize labor management tools to schedule and control labor costs
Interview, hire, train, develop, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate of staff members
Ensure timely completion of performance appraisals
Communicate both verbally and in writing to provide clear direction to staff
Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality
Ensure compliance of front office, guest service, and PBX standard operating procedures and policies and consistently apply all Front Office Quality Standards
Coordinate activities with other hotel departments to facilitate increased communication and guest satisfaction
Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues
Resolve customer complaints and anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow, and associate performance
Develop strong relations with the sales team to discuss and implement sales strategies to improve occupancy and revenues
Maintain regular attendance in conformance with position standards
Comply with attendance rules and be available to work on a regular basis
Perform any other job-related duties as assigned