Hotel Front Office Manager

Lead the people, systems, and service standards behind the Ocean Park Inn guest experience. Location Employment Reports to General Manager Schedule Flexible leadership schedule; Manager-on-Duty coverage ABOUT OCEAN PARK INN Ocean Park Inn is an independently owned, 71-room oceanfront hotel located directly on the Pacific Beach boardwalk. We combine the warmth and personality of an independent hotel with disciplined operating standards, personal service, and a strong commitment to our guests, team members, and community. THE OPPORTUNITY The Front Office Manager is a key member of the hotel leadership team and is responsible for the daily performance of Front Desk, Guest Services, Reservations, and Night Audit. This position builds a strong service culture, develops the front office team, protects revenue and operating controls, and ensures that guests receive a consistent, thoughtful experience from reservation through departure. The ideal candidate is an engaged floor leader who can balance people leadership, systems, financial discipline, and hands-on problem-solving. WHAT YOU WILL DO Lead all front office functions, including Front Desk, Guest Services, Reservations, guest communications, and Night Audit. Recruit, onboard, train, schedule, coach, and retain a high-performing team; establish clear expectations and provide timely feedback, recognition, and performance management. Create a culture of accountability, teamwork, hospitality, and consistent execution at the front desk and throughout the guest journey. Maintain service standards for reservations, pre-arrival communication, arrival, in-house requests, service recovery, departure, and post-stay follow-up. Review daily arrivals, departures, room status, special requests, VIPs, group activity, oversell risk, and operational notes; coordinate action plans with other departments. Partner with the General Manager and revenue-management resources to support room-inventory controls, rate-plan execution, restrictions, availability, and accurate reservation processes. Manage departmental labor, scheduling, overtime, payroll accuracy, supplies, and operating expenses within approved plans and business levels. Monitor guest feedback, quality-assurance results, online reviews, service-recovery trends, audit findings, and department metrics; implement corrective actions and recognize improvement. Conduct routine inspections of guest rooms, the lobby, public areas, and the arrival experience; coordinate with Housekeeping and Maintenance to correct deficiencies quickly. Ensure strong controls for cash handling, credit cards, refunds, adjustments, guest privacy, key control, safe-deposit access, security, and recordkeeping. Maintain accurate front office policies, checklists, training materials, communication logs, and emergency procedures. Serve as Manager on Duty and provide operational coverage, including occasional evening, weekend, holiday, or overnight support when business needs require it. WHAT WE ARE LOOKING FOR Three to five years of progressive hotel front office experience, including at least two years in a supervisory or management role. Demonstrated success leading teams, managing schedules and labor, resolving guest concerns, and maintaining strong operating controls. Experience with a hotel property-management system; OPERA Cloud experience is strongly preferred. Working knowledge of reservations, Night Audit, room inventory, hotel accounting controls, and revenue-management fundamentals. Strong leadership presence, emotional intelligence, written and verbal communication, organization, and follow-through. Ability to interpret reports, identify inconsistencies, use data to improve performance, and make sound decisions in a fast-moving environment. Bachelor’s degree in hospitality, business, or a related field is preferred; equivalent hotel leadership experience will be considered. Flexible availability and willingness to be present during the operating periods when leadership is most needed. PHYSICAL AND WORK REQUIREMENTS This position regularly requires standing and walking throughout the property, working at a computer, communicating with guests and team members, and occasionally lifting or moving items weighing up to approximately 25 pounds. Reasonable accommodations may be provided to enable qualified individuals to perform the essential functions of the position. BENEFITS Benefits include paid vacation and sick leave, health-insurance eligibility after 90 days, and 401(k) eligibility after 90 days, subject to plan terms and company policy. OUR VALUES We look for team members who demonstrate integrity, a commitment to excellence, compassion, initiative, and a genuine dedication to service. EQUAL EMPLOYMENT OPPORTUNITY Ocean Park Inn is an equal opportunity employer. We consider qualified applicants without regard to legally protected characteristics and provide reasonable accommodations to qualified individuals with disabilities. #J-18808-Ljbffr