Position Overview:

The Front Office Manager plays an essential role in maintaining guest satisfaction and facilitating the Hotel’s daily operations.  The Front Office Manager is responsible for overseeing the daily operations of the front desk; ensuring excellent guest service, smooth check-in/out processes, and efficient management of reservations and guest inquiries. This role includes supervising front desk staff, handling guest concerns, maintaining hotel policies and optimizing front office operations to enhance overall guest satisfaction.

Key Responsibilities: 

• Oversee the daily front desk operations including check-ins, check-outs, reservations and guest inquiries.
• Ensure all front desk procedures align with hotel policies and standards.
• Maintain accuracy with guest records, billing and payment processing.
• Oversee cash handling procedures, deposits and billing accuracy.
• Coordinate with housekeeping and maintenance teams to ensure room readiness and guest satisfaction.
• Foster a positive work environment and promote teamwork among associates.
• Monitor staff performance and provide coaching and feedback.
• Recruit, train, schedule and supervise front desk agents.
• Address and resolve guest complaints and special requests promptly and professionally.
• Always maintain a warm and friendly demeanor.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Attend all hotel required meetings and trainings.
• Advanced computer knowledge, including the Microsoft Suite of Word, Excel, PowerPoint Outlook, and Team.
• Knowledge of Opera Cloud systems preferred.

 Job Requirements and Qualifications

• Bachelor’s degree in hospitality management or related field is preferred.
• 3-5 years of experience in front desk or hotel operations, with at least 1-3 years in a supervisory role.
• Excellent customer service and conflict resolution abilities.
• Strong leadership, communication and problem-solving skills.
• Must be proficient in Windows and Microsoft Office.

Due to the cyclical nature of the hospitality industry, management may be required to work varying schedules (including Holidays and weekends) to reflect the business needs of the hotel.

Annual Salary: $75,000 - $85,000 + Discretionary Bonus Plan

About Hotel Zoe

Inspired San Francisco experiences start at our Fisherman’s Wharf boutique hotel. Hotel Zoe is known for its unbeatable location, award-winning service, and outstanding cuisine, but it’s our whimsical spirit that really sets us apart. As part of the EOS Hospitality Group, we believe in Shared Accountability, Humility & Kindness, Creative Problem Solving, Collaboration & Community and Do Well and Do Good.  Hotel Zoe offers competitive salaries and robust benefit plans.

 Management Benefits:

 Important Notice:

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Hotel Zoe is an Equal Opportunity Employer without regard to people formerly experiencing homelessness, race, color, creed, gender, gender expression, gender identity, religion, marital status, registered domestic partner status, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), sexual orientation, age, veteran status, national origin or ancestry, political affiliation, physical or mental disability, medical condition including genetic characteristics, or any other consideration made unlawful by federal, state, or local laws. Hotel Zoe hiring policies require a background check for all applicants working directly with at-risk populations.