Front Desk Manager

On-site in Anaheim, CA, Hotel Lulu, BW Premier Collection seeks an experienced professional to manage daily Front Desk operations and guest services, upholding resort standards and serving as the primary point of contact for guests and other departments.

Responsibilities

• Direct all Front Office operations including guest service, registration (check-in/check-out), room inventory, and availability management.
• Uphold guest service standards, ensure product quality, control costs, and contribute to overall profitability, marketing efforts, and system management.
• Lead budgeting and forecasting activities, department management, policy implementation, and meeting facilitation.
• Anticipate guest needs, respond promptly, and maintain consistently positive guest relations.
• Oversee efficient registration, check-out, and telephone service processes.
• Ensure staff duties align with policies and procedures; handle guest requests courteously and professionally and greet guests appropriately.
• Implement up-selling techniques to promote hotel services and facilities to maximize occupancy and revenue.
• Maintain high standards of guest services and promptly address issues to achieve guest satisfaction.
• Monitor Guest Satisfaction Surveys and third-party site feedback, and respond as needed.
• Review arrivals and VIP/special reservations to ensure pre-registration and proper room blocking, and notify other departments of room assignments.
• Assess daily room availability and departures; relay pertinent information to staff.
• Maintain appropriate staffing levels based on demand; complete required reports and forms daily.
• Recruit, interview, and train team members; provide onboarding, SOP familiarization, and ongoing cross-training across positions and equipment; ensure retraining as needed.
• Participate in hotel operations meetings, departmental meetings, and staff events; conduct interdepartmental stand-up meetings with sign-off.
• Model professional behavior, adhere to policies, and demonstrate high performance standards in conduct, punctuality, and service.
• Maintain familiarity with all company policies and benefits.

Requirements

• Proficiency in the primary workplace language (speaking, reading, writing, understanding).
• Strong verbal, written, and electronic communication skills.
• Solid knowledge of complex calculations and computer programs.
• Demonstrated leadership ability and excellent customer relations skills.
• Excellent attention to detail with superior organizational and communication capabilities.
• Intermediate computer skills; basic computational abilities.
• Familiarity with computer programs, budgeting analysis, and hotel systems.
• Ability to analyze needs, anticipate requirements, and ensure appropriate tools are available at the property level.
• Effective in handling internal and external customers with patience, tact, and diplomacy; ability to gather accurate information to resolve conflicts.
• Working knowledge of Windows OS, MS Office, PMS, PBX, Key system, and POS.
• Self-driven, capable of working independently.
• Strong problem-solving and analytical skills with attention to detail.
• Comprehensive awareness of federal, state, and local equal employment opportunity and civil rights laws, safety and health regulations, wage and hour laws, and labor relations; familiarity with related statutes.
• Front desk operations experience required.
• Three to five years of management experience required.
• Knowledgeable about loyalty programs, brand standards, and hospitality systems preferred.
• High school diploma or equivalent; Bachelor’s degree or equivalent level of education.
• Valid driver’s license may be required for vehicle operation.

Technologies

• Windows OS
• MS Office
• PMS
• PBX
• Key system
• POS

Benefits

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Supportive Functions

• Assist with guest inquiries and requests as needed.
• Follow all company safety and security policies and procedures.
• Report maintenance problems, safety hazards, accidents or injuries promptly.
• Perform other reasonable duties as requested by supervisors.

Physical Demands

• Indoor work environment; moderate temperature controlled by building systems.
• Typically sit at a desk up to four hours per day; stand, walk, and move for the remainder of the shift.
• Stand and move rapidly for up to four hours; maneuver multiple tasks simultaneously.
• Lift up to 45 lbs; push/pull carts and equipment up to 250 lbs.
• Frequent grasping, writing, standing, sitting, walking, bending, and reaching; vision and hearing required for communication and safety.
• Occasional bending, stooping, and stretching to complete tasks; finger dexterity for office equipment.

Grooming

• All staff must maintain a neat, clean and well-groomed appearance per Azul Hospitality standards.

Attendance

• Regular attendance is essential; irregular attendance or tardiness may lead to disciplinary action up to termination, in accordance with Azul Hospitality rules.

Licenses or Certifications

• Possession of a valid driver’s license may be required for operating motorized or electric vehicles.