Front Office Manager

Antioch, CA, USA|

Job Overview

Compensation

Salary

Range $85,000.00 - $95,000.00

Benefits

Medical insurance

Dental Insurance

Vision Insurance

Paid Time Off

401(k) Plan

Employee Discounts

Performance bonus

Job Description

San Ramon Marriott is a distinguished full-service hotel located in the serene setting of San Ramon, California, surrounded by picturesque mountains and majestic Redwood Trees. This hotel offers an ideal balance of business and leisure opportunities, strategically positioned within walking distance to a variety of shopping destinations, Fortune 500 company offices, and some of the finest dining establishments. Known for exceptional hospitality, the San Ramon Marriott is a part of HEI Hotels and Resorts, a respected hospitality group that values its people and culture. The company promotes a supportive, inclusive workplace environment, emphasizing employee wellness, professional development, and competitive compensation. Joining the San Ramon Marriott means becoming part of a passionate team committed to delivering outstanding guest experiences while fostering a vibrant work culture enriched by the "HEI Loves" program. This program encompasses comprehensive benefits including health and wellness resources, retirement plans, travel perks, and attractive employee discounts. The employer also embraces diversity and encourages candidates from all backgrounds to apply, including military veterans, ensuring equal opportunity employment and fair hiring practices. They understand that experience and qualifications may vary and appreciate eagerness to contribute to their mission beyond standard criteria.

The Front Office Manager role at San Ramon Marriott plays a critical leadership part in maintaining and elevating guest service standards throughout the guest lifecycle—from arrival to departure and every interaction in between. This management position involves the strategic oversight of front office operations, including guest registration, checkouts, and telephone services, ensuring all services meet brand standards. Responsible for comprehensive staffing and labor management, the role requires forecasting, budgeting, and managing operating supplies efficiently to optimize operational success. The Front Office Manager is also tasked with maintaining front office systems and equipment, monitoring guest satisfaction and feedback tools to identify improvement opportunities, and implementing expense controls. Leading by example, the manager recruits, trains, mentors, and evaluates front desk staff, promoting a positive work environment where communication is transparent and teamwork is prioritized. This leadership position demands a collaborative spirit, working closely with sales, banquet, and food and beverage departments to coordinate group and event activities and enhance overall guest satisfaction. Additionally, the manager needs a broad understanding of hotel-wide operations including engineering, housekeeping, and hospitality law to make informed decisions that advance operational excellence. The ideal candidate will possess strong problem-solving skills, the ability to manage conflict effectively, and a commitment to fostering an inclusive culture rooted in empathy and respect. This full-time salaried position offers a competitive annual salary ranging from $85,000 to $95,000, with eligibility for performance bonuses but no tips or service charges. The Front Office Manager will play an essential role in reinforcing San Ramon Marriott's reputation as a premier hospitality destination while supporting the success and growth of its dedicated team.

Job Requirements

Minimum of 2 years front desk experience, preferably in leadership role
High school diploma or equivalent required, bachelor’s degree preferred
Proficient with PMS system
Able to handle cash and credit transactions
Computer literacy and financial management a must
Able to effectively deal with internal and external customers with patience, tact and diplomacy
Able to cultivate a respectful team culture by demonstrating empathy, valuing diverse perspectives, and supporting employee well-being
General knowledge of local area attractions and transportation
Able to observe and detect signs of emergency situations
Able to remain calm and alert in emergencies or heavy hotel activity
Working knowledge of federal, state and local laws governing employment, safety, wage and labor relations
Able to establish and maintain effective working relationships with associates and customers
Able to make sound business decisions quickly based on experience and judgment
Knowledge of hotel operations including marketing, security, personnel, budget forecasting, quality assurance, hospitality law, and long-range planning
Effective verbal and written communication skills
Ability to adapt communication style to suit different audiences

Job Qualifications

Minimum of 2 years front desk experience, preferably in a leadership role
High school diploma or equivalent required, bachelor’s degree preferred
Proficient with property management systems (PMS)
Advanced knowledge of brand’s reward program
Able to handle cash and credit transactions
Computer literacy and financial management skills
Excellent interpersonal skills with ability to handle difficult customer interactions
Ability to cultivate a respectful and inclusive team culture
General knowledge of local area attractions and transportation
Ability to observe and respond calmly to emergencies
Working knowledge of employment laws and labor relations
Strong decision-making skills with sound business judgment
Knowledge of hotel operations including marketing, security, personnel, budgeting, and hospitality law
Effective verbal and written communication skills
Ability to adapt communication style for different audiences

Job Duties

Ensure efficient guest registration, checkout, guest service, and telephone service while ensuring all brand standards are applied
Implement company and franchise programs
Prepare forecasts and reports and assist in the development of the room's budget
Monitor and maintain front office systems and equipment to ensure optimum performance
Track guest satisfaction surveys and maximize usage of guest response tracking systems
Develop and implement controls for expense management
Utilize labor management tools to schedule and control labor costs
Interview, hire, train, develop, resolve problems, provide open communication, and recommend discipline or termination of staff as appropriate
Ensure timely completion of performance appraisals
Communicate clearly both verbally and in writing to staff
Demonstrate empathy and respect to foster an inclusive work environment
Maintain an open-door policy ensuring team members feel heard and valued
Hold monthly one-on-one meetings with each team member to build relationships and foster growth
Lead with a collaborative, team-first approach
Demonstrate knowledge of hotel operations beyond the front office
Understand group and event business impacts
Partner effectively with sales, banquets, and food and beverage teams
Interact positively with customers and proactively resolve issues
Ensure compliance with front office, guest service, and PBX procedures
Coordinate activities with other hotel departments
Assist in daily maintenance of room inventory status
Resolve customer complaints and anticipate potential problems
Develop strong relations with the sales team to improve occupancy and revenues
Maintain regular attendance and comply with attendance rules
Perform other job-related duties as assigned