Assistant Front Office Manager

The Assistant Front Office Manager at La Bahia Hotel and Spa provides support to the Front Office Manager in running the front office day to day. This onsite role in Santa Cruz, CA focuses on maintaining high guest service standards through staff supervision, front desk operations, and cross-department coordination.

Key Responsibilities

• Handle guest and internal customer complaints and inquiries courteously and efficiently, ensuring follow-through so issues are resolved to satisfaction.
• Maintain positive interactions with guests and colleagues through strong working relationships.
• Support the delivery of professional, exceptional guest service by ensuring Front Office employees uphold service standards at all times.
• Assist with greeting and checking in VIP and Long Stay guests.
• Ensure Front Office employees are familiar with the hotel’s products and services.
• Personally and frequently verify guest experience during check-in and check-out.
• Spend time in Front Office areas during peak periods to ensure the team manages the space effectively and fulfills the brand promise.
• Establish rapport with guests and maintain ongoing customer relationships.
• Conduct frequent and thorough inspections of guest rooms and front-of-house areas together with the Housekeeping Manager.
• Assist with securing external guest accommodations when overbooking occurs.
• Ensure public areas remain clean and meet established standards.
• Confirm that all daily arrival VIP rooms, special request rooms, and long stay guest rooms are pre-blocked in advance, that Housekeeping is notified, and that each room is prepared with appropriate welcome amenities.
• Coordinate with Housekeeping and Engineering to block rooms as needed for maintenance.
• Work closely with other management personnel in a supportive, flexible manner focused on overall hotel success and guest satisfaction.
• Perform additional duties as assigned, demonstrating flexibility and leadership within the scope of the role.

Requirements

• Minimum 2 years experience as Assistant Front Office Manager in a luxury hotel and/or resort overseeing multiple departments.
• Luxury resort experience preferred.
• Hotel opening experience a plus.
• Dynamic, entrepreneurial approach with the ability to lead by example and guide a team to success.
• Knowledge of local and state laws and regulations related to the rooms department.
• Knowledge of luxury rooms service standards, including Forbes 5 Star and AAA 5 Diamond.
• Housekeeping experience and/or knowledge is a plus.
• Strong leadership skills with a natural motivator mindset.
• Strong management reporting skills.
• Strong business acumen.
• Strong communication skills, including written, verbal, and formal presentation style.
• Strong problem-solving, effective decision-making, and effective conflict management skills.
• Ability to influence others.
• Strong organizational skills.

Compensation

Salary: USD 75,000 per year

Benefits

• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Food provided
• Free parking
• Health insurance
• Health savings account
• Life insurance
• Paid jury duty
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Work Location

Work mode: In person

Location: Santa Cruz, CA