Job Description
Join our award-winning luxury hotel in the heart of downtown Oakland! We're seeking an experienced Senior Front Desk Manager to lead our guest experience team. You'll oversee daily operations, train staff, and ensure exceptional service for our discerning clientele. Enjoy competitive benefits, career growth opportunities, and work in one of California's most vibrant cities. What we offer: Comprehensive health insurance, 401(k) matching, hotel discounts, and monthly team events.
Responsibilities
- Supervise 8+ front desk agents and concierge team during all shifts
- Implement and maintain luxury service standards across all guest touchpoints
- Handle VIP guest requests and resolve escalated complaints with discretion
- Manage room inventory, rate optimization, and yield strategies
- Train staff on Opera PMS systems and hospitality protocols
- Collaborate with housekeeping and F&B departments for seamless operations
- Conduct daily briefings and performance reviews
Qualifications
- 5+ years hotel front desk experience with 2+ years in leadership
- Expert knowledge of Opera PMS and yield management systems
- Proven ability to resolve complex guest issues with empathy
- Strong conflict resolution and team management skills
- Valid California Food Handler's Certificate (or ability to obtain)
- Proficiency in English; bilingual Spanish highly valued
- Availability to work weekends, nights, and holidays