Front Office Manager

UCLA · Lake Arrowhead, CA · Yesterday

On-siteOTHRFull-time

About the Role

UCLA Lake Arrowhead Lodge is a unique Southern California meeting and retreat venue located high in the pine-studded San Bernardino Mountains on the tranquil shores of Lake Arrowhead. The Front Office Manager (FOM) will be part of the Lake Arrowhead Lodge (LAL) Leadership team, overseeing and directing Front Office operations to enhance room revenue and customer satisfaction.

The FOM will ensure the Front Desk department operates professionally and efficiently, consistent with LAL's standards, while supervising guest service delivery for quality assurance. The role involves cultivating a work environment that fosters teamwork, recognition, mutual respect, and employee satisfaction, as well as developing training tools to ensure all team members understand the highest level of service delivery.

Responsibilities

Oversee and direct Front Office operations to enhance room revenue and customer satisfaction.
Supervise guest service delivery within the Front Desk for quality assurance in accordance with established guidelines and standards.
Cultivate a work environment that fosters teamwork, recognition, mutual respect, and employee satisfaction.
Develop training tools and ensure all team members understand the highest level of service delivery.
Maintain high standards of productivity despite frequent interruptions.
Complete a large volume of diverse tasks efficiently with competing priorities and meet established deadlines.
Use independent, rational judgment, take initiative, and follow through on assignments with minimal direction.
Oversee personnel, assign tasks to achieve departmental objectives, and inspire collaboration.
Handle cash and apply knowledge of cash handling procedures.
Prepare cost estimates, proposals, and billing explanations using accounting and math skills.
Work evenings, weekends, and holidays as business dictates.
Drive University vehicles as required.

Requirements

2+ years of hotel or hospitality industry experience (Required), or an equivalent combination of education and experience.
Exemplary customer relations and leadership skills (Required).
Exceptional interpersonal and diplomatic skills to handle a high-volume public setting with ease.
Political acumen, social perceptiveness, and ability to maintain composure in challenging situations (Required).
Proficiency using standard business software (e.g., Microsoft Office Suite) and property management systems (e.g., Opera) (Required).
Excellent verbal and written communication skills to effectively engage with diverse populations (Required).
Skill in writing grammatically correct business English, such as routine correspondence, memos, and office procedures (Required).
Accounting and math skills sufficient for preparing cost estimates, proposals, and billing explanations (Required).
Ability to establish and maintain cooperative working relationships with employees at various levels (Required).
Strong attention to detail coupled with exceptional organizational and communication skills (Required).
Knowledge of cash handling procedures (Required).

Special Conditions

Continued employment is contingent upon the completion of a satisfactory background investigation.
A Live Scan background check must be completed prior to the start of employment.
Candidate(s) must be 18 years or older to be eligible for hire.
Position is subject to the California DMV "Pull Notice System"; continued employment contingent upon proof of a satisfactory driving record.
Variable schedule, including evenings, weekends, and holidays as business dictates.

Pay & Benefits

UCLA provides a full pay range. Actual salary offers consider factors including budget, prior experience, skills, knowledge, abilities, education, licensure, and certifications. Salary offers at the top of the range are not common.