Front Office Manager

General Description

Recognized as a Conde Nast Traveler’s Choice hotel and the city’s only AAA Four-Diamond property, Avenue of the Arts Hotel Costa Mesa is in search of an enthusiastic Social Catering Manager. As a Tribute Portfolio Hotel, Avenue of the Arts Costa Mesa is an eclectic, music-inspired luxury hotel located in the heart of Orange County. Elevating the guest experience, the hotel is across from the Segerstrom Center for the Arts and only 2.5 miles from SNA Airport.

Avenue of the Arts Costa Mesa Hotel is by no means your average hotel in Southern California. From the moment you arrive with a grandiose double-door entrance, you step into another world - an eclectic, creative world inspired by the glamour and style of Orange County. Beyond captivating design, enjoy social scenes and first- class hospitality dedicated to helping you make the most of every moment.

• Lead, Motivate, and manage the Front Office department, including Front Desk, Night Audit, PBX, Concierge, and Bell Services.
• Oversee daily front office operations to ensure efficiency, quality service, and guest satisfaction.
• Supervise front office staff and ensure smooth check-in and check-out processes.
• Serve as the primary point of contact for guest interaction, satisfaction, and issue resolution.
• Perform all duties of Front Desk Agent, Night Auditor, Concierge, Bell, and PBX Operator when necessary.
• Participate in the Weekend Manager on Duty program.

• Maintain the highest levels of guest satisfaction in accordance with AAA 4
  - Diamond Standards.
• Ensure hotel amenities are available, functional, and delivered to guests as expected.
• Inspect hotel lobby, restrooms, meeting rooms, and public areas regularly; report and follow up on deficiencies
• Ensure all parking lot and front drive operations meet company standards
• Work with Rooms Division leadership, housekeeping, and engineering to ensure rooms and facilities meet quality standards
• Ensure the hotel is properly utilizing all property systems and software (e.g., Marsha, GXP, Kipsu, etc)
• Participate in safety meetings and ensure compliance with all safety and security policies.

• Review and analyze daily occupancy statistics, room inventory, and rate plans.
• Monitor and manage front office payroll daily to control labor costs.
• Ensure staffing levels align with operational needs, events, and occupancy to maximize efficiency
• Assist guests with credit card disputes and chargebacks.
• Complete detailed month-to-month inventory for Guest Services.
• Ensure employee incentives are submitted accurately and on time.
• Respond to and resolve guest issues and emergencies while adhering to the hotel's budgetary constraints.

• Hire, coach, counsel, discipline, and terminate guest services team members in compliance with company policy.
• Create, review, and manage weekly front office schedules in collaboration with Rooms Division leadership.
• Cross-train staff in all areas of the front office to ensure operational flexibility.
• Conduct interviews and ensure compliance with all policies and procedures.
• Monitor PBX operations and guest request logs (GXP) to ensure timely resolution of guest requests and issues.
• Ensure team members take required breaks to avoid labor and compliance penalties.
• Provide training on guest service standards, safety, and security procedures.

• Monitoring trace requests and VIP arrivals to ensure expectation are met or exceeded.
• Following up with guests staying four or more nights to enhance the guest experience.
• Responding to guest inquiries, complaints, and feedback according to company policies.
• Monitoring and responding to Trip Advisor, Guest voice, and other social media reviews as needed.
• Coordinating with Sales and Rooms Division teams on VIPs, Groups, and Familiarization (FAM) stays.
• Ensuring all guest service-related actives align with brand and service standards.

• Proven leadership ability with experience managing front office or guest services teams.
• Strong working knowledge of hotel operations and performance metrics.
• Proficiency in Opera PMS and similar hotel management systems preferred.
• Ability to evaluate guest service processes and implement strategies for continuous improvement.
• Strong problem- solving skills and the ability to handle high pressure or emergency situations effectively
• Experience with AAA 4
  - Diamond Standards

• Ability to work days, evenings, overnight shifts, weekends, and holiday based on business needs.
• Must be able to stand, walk, and move throughout the property for extended periods.
• Ability to perform administrative, operational, and guest-facing duties as required.

• Excellent verbal and written communication skills.
• Ability to interact professionally and courteously with guests, employees, and management.
• Must be…