Front Desk Manager

Additional InformationTo apply, Please apply via email at: mterrazas@wincomehospitality.com

Job Number26030174

Job CategoryRooms & Guest Services Operations

LocationAvenue of the Arts Costa Mesa a Tribute Portfolio Hotel, 3350 Avenue Of The Arts, Costa Mesa, California, United States, 92626 VIEW ON MAP

ScheduleFull Time

Located Remotely?N

Position Type Management

Expiration Date: 04/24/2026

Additional Information: This hotel is owned and operated by an independent franchisee, Wincome Management. 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.

The Front Desk Manager at Avenue of the Arts Hotel has the ability to lead and motivate the Front Office Department. The department consists of the front desk, night audit, PBX, concierge & bell. In addition to overseeing these sub-departments, the position must be knowledgeable of daily operations and hotel statistics and most importantly ensure quality and guest satisfaction. Good thorough knowledge of Opera (PMS) and similar software programs preferred. The Front Desk Manager is responsible for guest interaction and satisfaction while also being able to assist other departments as needed.

Front Office Manager Responsibilities

• Lead, Motivate, and manage the Front Office department, including Front Desk, Night Audit, PBX, Concierge, and Bell Services.
• Oversee daily front office operations to ensure efficiency, quality service, and guest satisfaction.
• Supervise front office staff and ensure smooth check-in and check-out processes.
• Serve as the primary point of contact for guest interaction, satisfaction, and issue resolution.
• Perform all duties of Front Desk Agent, Night Auditor, Concierge, Bell, and PBX Operator when necessary.
• Participate in the Weekend Manager on Duty program.
  
  

Maintaining Property Standards

• Maintain the highest levels of guest satisfaction in accordance with AAA 4- Diamond Standards.
• Ensure hotel amenities are available, functional, and delivered to guests as expected.
• Inspect hotel lobby, restrooms, meeting rooms, and public areas regularly; report and follow up on deficiencies
• Ensure all parking lot and front drive operations meet company standards
• Work with Rooms Division leadership, housekeeping, and engineering to ensure rooms and facilities meet quality standards
• Ensure the hotel is properly utilizing all property systems and software (e.g., Marsha, GXP, Kipsu, etc)
• Participate in safety meetings and ensure compliance with all safety and security policies.
  
  

Managing Profitability

• Review and analyze daily occupancy statistics, room inventory, and rate plans.
• Monitor and manage front office payroll daily to control labor costs.
• Ensure staffing levels align with operational needs, events, and occupancy to maximize efficiency
• Assist guests with credit card disputes and chargebacks.
• Complete detailed month-to-month inventory for Guest Services.
• Ensure employee incentives are submitted accurately and on time.
• Respond to and resolve guest issues and emergencies while adhering to the hotel's budgetary constraints.
  
  

Managing and Conducting Departmental Activities

• Hire, coach, counsel, discipline, and terminate guest services team members in compliance with company policy.
• Create, review, and manage weekly front office schedules in collaboration with Rooms Division leadership.
• Cross-train staff in all areas of the front office to ensure operational flexibility.
• Conduct interviews and ensure compliance with all policies and procedures.
• Monitor PBX operations and guest request logs (GXP) to ensure timely resolution of guest requests and issues.
• Ensure team members take required breaks to avoid labor and compliance penalties.
• Provide training on guest service standards, safety, and security procedures.
  
  

Major Areas of responsibility Include but are Not limited to

• Monitoring trace requests and VIP arrivals to ensure expectation are met or exceeded.
• Following up with guests staying four or more nights to enhance the guest experience.
• Responding to guest inquiries, complaints, and feedback according to company policies.
• Monitoring and responding to TripAdvisor, Guest voice, and other social media reviews as needed.
• Coordinating with Sales and Rooms Division teams on VIPs, Groups, and Familiarization (FAM)stays.
• Ensuring all guest service-related actives align with brand and service standards.
  
  

Qualifications And Requirements

• Proven leadership ability with experience managing front office or guest services teams.
• Strong working knowledge of hotel operations and performance metrics.
• Proficiency in Opera PMS and similar hotel management systems preferred.
• Ability to evaluate guest service processes and implement strategies for continuous improvement.
• Strong problem- solving skills and the ability to handle high pressure or emergency situations effectively
• Experience with AAA 4- Diamond Standards
  
  

Education and physical requirements

• Ability to work days, evenings, overnight shifts, weekends, and holiday based on business needs.
• Must be able to stand, walk, and move throughout the property for extended periods.
• Ability to perform
  
  

The salary for this position is $80,000.00 annually.

Thank you for your interest in this position. It is a job opportunity with one of Marriott International’s franchisees.

Please apply via email at: mterrazas@wincomehospitality.com

This company is an equal opportunity employer.

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