Front Office Manager, Montrose, West Hollywood, CA

About the role

As the face of Montrose at Beverly Hills, the Front Office sets the tone for every guest interaction. You’ll lead a team that ensures each arrival feels like a warm welcome home and every departure ends with a smile. This is your chance to elevate service standards, inspire your team, and make a lasting impact on our guest experience.

Responsibilities

• Manage and lead the operations of the front desk/night audit and valet to ensure an optimal level of service and hospitality is provided to the guests.
• Lead, train, and motivate a talented Front Desk team to deliver exceptional service every day.
• Oversee daily front office operations, ensuring smooth check-ins, check-outs, and guest satisfaction.
• Prepare department schedules in accordance with labor standards, forecasted occupancy and business needs.
• Review and approve department's payroll.
• Be knowledgeable and helpful about the local area, the hotel and hotel services.
• Partner with Housekeeping, Engineering, Sales, and other departments to create a seamless guest journey.
• Resolve guest concerns promptly and efficiently with professionalism, empathy, and creativity.
• Participate in the recruitment process for the department by attracting, hiring, retaining and motivating all employees.
• Interview, hire, train, develop, empower, coach and counsel, conduct performance and salary reviews, resolve problems, provide open communication vehicles, discipline and terminate, as appropriate.
• Maintain open line of communications with each department.
• Openly accept critical/developmental feedback.
• Be available to help other departments in emergency situations.
• Adhere to all work rules, procedures and policies established by the company including, but not limited to those contained in the associate handbook.
• Properly handle and account for keys.
• Perform other assignments as directed by the General Manager.
• Leads the Health and Safety Committee, Binder/Documentation.
• Be knowledgeable of policies regarding emergency procedures and security concerns.
• Promote an accident prevention program to minimize liabilities and related expenses.
• Will be available to cover vacation days and time off requests.
• Identifies and records special billing instructions.

Qualifications and Requirements

• High School diploma /Secondary qualification or equivalent.
• Experience with Opera Cloud.
• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Must possess basic computational ability.
• Must possess basic computer skills.
• Extensive knowledge of the hotel, its services and facilities; General knowledge of the city where hotel is located and its attractions.
• Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
• Must be able to stand and exert well-paced mobility for up to 4 hours in length.
• Length of time of these tasks may vary from day to day and task to task.
• Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
• Must be able to lift up to 15 lbs. occasionally.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Absolutely must have finger dexterity to be able to operate office equipment.
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