Front Office Manager - Doubletree by Hilton Berkeley Marina

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

Experience

Required

2 year(s): Front Office Experience