Front Office Manager

At Hotel Indigo in San Diego, CA (onsite), the Front Office Manager role is built around creating a welcoming, guest-first atmosphere while leading daily front office operations. This position combines hands-on service leadership with operational oversight across registration, concierge, reservations, business center, porter services, telephone services, and more.

Along with meaningful responsibility in a guest-facing department, you can look forward to competitive annual pay of USD 70,304 - 75,000 and a benefits package that includes paid time off, medical/dental/vision insurance, 401k, and many other benefits for eligible employees.

Responsibilities

• Manage day-to-day staffing needs by planning and assigning work, establishing performance and development goals, and providing mentoring, coaching, and regular feedback to improve team performance.
• Educate and train team members in compliance with federal, state, and local laws and safety regulations, ensuring the team has the training, tools, and equipment needed for their roles.
• Confirm teams are trained on systems, security, service, and quality standards.
• Support service delivery by ensuring the front office team provides professional attention and personal recognition.
• Ensure guests are greeted upon arrival, make time to engage, respond appropriately to complaints, solicit feedback, and build relationships that drive continuous improvement in guest satisfaction.
• Complete routine inspections of the front office and public areas, taking immediate action to address deficiencies.
• Assist with the annual departmental operating budget and financial planning, monitoring budget performance, controlling labor costs and expenses, and focusing on rate strategy, building initiatives, and inventory management.
• Oversee the night audit function and prepare daily financial reports.
• Build revenue through plans to increase occupancy and ADR using walk-ins and upselling at the front desk.
• Check billing instructions and guest credit compliance with the hotel credit policy, ensuring all transactions are processed securely.
• Train team members on PBX procedures and serve as a central communications point during emergency or crisis situations, while developing and maintaining relationships with local fire, police, and emergency personnel.
• Perform other duties as assigned, including possible service as manager on duty.

Requirements

• Bachelor’s degree (or higher education qualification) or equivalent in Hotel Management / Business Administration, plus 3 years of Front Office/Guest Service experience including management experience.
• Fluent English required.
• Other languages preferred.

Accountability

This is the top front office position and may report to a Director of Rooms at a large luxury or resort hotel. The role typically supervises front desk agents and porter/shuttle services, reservations, PBX, and related teams, with the potential to oversee additional team members.