Crescent Careers
Berkeley, CA
Jul 04, 2026
1 front office manager doubletree by hilton berkeley marina jobs found
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Key Responsibilities
- Oversee all front desk operations during PM shift, ensuring smooth and efficient service delivery
- Lead, coach, and support Front Desk Agents to deliver exceptional guest experiences
- Ensure accurate check-in/check-out procedures, including proper payment authorization and incidental holds
- Monitor room inventory, availability, and daily arrivals/departures to optimize occupancy and guest flow
- Handle guest complaints and service recovery promptly, professionally, and effectively
- Ensure compliance with all SOPs, brand standards, and cash handling procedures
- Review and approve room moves, upgrades, rate changes, and guest billing adjustments
- Collaborate with Housekeeping and Engineering to ensure room readiness and guest satisfaction
- Conduct daily shift briefings and communicate key operational updates
- Support upselling initiatives and revenue opportunities
- Ensure proper documentation of incidents, guest concerns, and shift activities in daily logs
- Oversee safety and security protocols during the evening shift
- Ensure a smooth handoff to Night Audit, including communication of all pending issues
Leadership & Accountability
- Supervise and hold front office team accountable for performance, attendance, and adherence to standards
- Provide on-the-job training, coaching, and feedback to improve performance
- Address performance issues promptly in partnership with People & Culture
- Support scheduling needs in alignment with business levels and labor guidelines
- Ensure compliance with company policies, including union/CBA requirements (if applicable)
Qualifications
- Minimum 2–3 years of front office or hotel operations experience
- Prior supervisory or leadership experience preferred
- Strong knowledge of hotel systems (e.g., PEP, OnQ, or similar PMS)
- Excellent problem-solving, communication, and leadership skills
- Ability to work evenings, weekends, and holidays
- Strong organizational and multitasking abilities
Core Competencies
- Guest Service Excellence
- Leadership & Team Development
- Attention to Detail & Accuracy
- Conflict Resolution & Decision-Making
- Operational Efficiency & Accountability
Performance Expectations (Key Metrics)
- Maintain high guest satisfaction scores and service recovery effectiveness
- Ensure 100% compliance with check-in procedures, including payment authorization standards
- Minimize billing errors, adjustments, and guest disputes
- Achieve upsell and revenue enhancement goals
- Maintain accurate shift logs and communication with Night Audit and leadership
- Ensure team adherence to attendance, punctuality, and grooming standards
department
Ops - General Mgmt
About Crescent Careers
Crescent Hotels & Resorts is one of the highest ranking independent, third-party operators of hotels and resorts in the United States and Canada. In addition to convention, full-service, premium limited-service segments and luxury independent assets, we are one of an exclusive group of independent management companies approved to operate all brands within the Marriott, Hilton, Starwood, Hyatt, Wyndham Worldwide, and InterContinental brand families. As the premier hotel management company, our solid infrastructure of professionals possess extensive experience in hotel operations, sales and marketing, revenue management, finance, technology, and capital management. At the heart of it all are core company values, based on a highly-personalized approach to customer service and associate satisfaction.