Front Office Manager

Job Description

Additional Information: This hotel is owned and operated by an independent franchisee, Equinox Hospitality. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel's employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

Join Us on a Journey of Transformation - Front Office Manager Opportunity
Marin Hilltop Hotel - soon to become a Tribute Portfolio Hotel - Marriott

Marin Hilltop Hotel is undergoing a bold transformation into a Tribute Portfolio Hotel - Marriott's collection of upper-upscale, design-forward boutique hotels. With renovations underway and a grand relaunch planned for January 2026, we are redefining the guest experience to reflect the vibrant and sophisticated spirit of Marin.

We are looking for a passionate and experienced Front Office Manager to lead our Front Office operations through this exciting transformation and beyond. If you are a motivated leader with a strong service mindset and a talent for team development, this is your opportunity to grow and make a meaningful impact.

Job Overview

As Front Office Manager, you will be responsible for overseeing all front office functions and staff, including Bell Staff, Switchboard Operations, Guest Services/Front Desk, and Retail/Gift Shop (if applicable). As a department head, you will lead both managers and hourly associates to execute all front office operations, with a focus on exceptional guest arrival and departure experiences. You will strive to continually enhance guest satisfaction, employee engagement, and financial performance.

Key Responsibilities Leadership & Team Management

Lead, influence, and motivate the Front Office team through effective communication and leadership by example.
Foster a positive work environment built on mutual trust, respect, and teamwork.
Supervise daily operations and support team members, stepping into roles when needed.
Conduct performance reviews, set goals, and manage progressive discipline procedures.
Interview, hire, and onboard new team members aligned with business needs.
Celebrate successes and recognize contributions regularly.
Guest Services & Operational Excellence

Ensure smooth daily operations that meet guest expectations and brand standards.
Serve as a visible presence in the lobby to welcome and assist guests.
Resolve guest concerns quickly and effectively, while coaching the team to do the same.
Review guest feedback and satisfaction data to drive continuous improvement.
Conduct regular team meetings and clearly communicate departmental goals and initiatives.
Financial & Strategic Oversight

Develop specific goals and action plans to meet or exceed departmental KPIs.
Manage Front Office expenses within budget and implement cost-saving measures where appropriate.
Analyze business performance and make sound financial decisions to support overall hotel profitability.
Review staffing levels to ensure service quality and labor cost control.
Project & Policy Compliance

Ensure compliance with Marriott SOPs, LSOPs, and all local policies and procedures.
Maintain fair and consistent enforcement of property policies and procedures.
Support and facilitate property initiatives, including pre-opening or renovation-related activities.
Customer Service Excellence

Act as the "Service Champion" for the Front Office, setting the tone for a warm and welcoming guest experience.
Empower employees to go above and beyond to satisfy guests.
Observe service behaviors and provide timely coaching and feedback.
Communication & Problem Solving

Provide timely and relevant updates to executive leadership, peers, and direct reports.
Analyze challenges and facilitate solutions to ensure operational continuity.
Collaborate cross-departmentally to ensure seamless communication and service delivery.
Additional Responsibilities

Participate in MOD (Manager on Duty) coverage.
Handle additional tasks or projects as assigned by hotel leadership.
Maintain a flexible schedule to fulfill management-level responsibilities.

• High school diploma or GED; 4 years experience in the guest services, front desk, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 2 years experience in the guest services, front desk, or related professional area.

Benefits:
Medical, dental, vision, paid time off, and Marriott travel discounts.

The salary range for this position is $72,000 to $78,000 annually.

This company is an equal opportunity employer.

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