Front Office - Manager

Bernardus Lodge & Spa, 415 W Carmel Valley Road, Carmel Valley, California, United States of America

Posted Thursday, November 20, 2025 at 8:00 AM

Deliver world class guest service and build brand loyalty with each guest. Oversees and coordinates daily operations of the guest services staff; ensures maximum guest satisfaction in a gracious and professional manner.

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* DUTIES AND RESPONSIBILITIES:

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The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

• Manage and supervise the day-to-day activities of the front desk, PBX, concierge and bell staff.
• Ensures efficient, friendly and professional guest registration, check-out and phone service.
• Greet arriving and departing guests by always opening the front doors.
• Offer arriving hotel guests a welcome beverage.
• Escort guests to their room, offering a detailed orientation of their guest room, Lucia restaurant & room service, spa and housekeeping services, overall facilities of hotel, points of interest and entertainment attractions.
• Initiate courtesy call after check-in to ensure guest is satisfied with accommodations and offer assistance with resort needs.
• Receive and provide assistance with guest room reservations calls in a professional manner.
• Provide Concierge service with dining reservations, wineries, entertainment, resort services, shopping, local events, hiking guides, provide detailed maps, driving directions, transportation needs and all other guest amenities and requests.
• Review day of arrivals noting special requests, location preferences and the designated VIP status.
• Review and prepare all next day guest reservations and the arrivals registration packets.
• Observe guest service staff to ensure that established procedures are followed, provide day-to-day guidance and oversight of direct reports; actively work to promote and recognize performance, identifying problem areas and taking corrective actions.
• Assist Front Office Manager with establishing procedures, supervise training, prepares and coordinates schedules, expedites workflow, motivate and create a healthy work environment.
• Maintain complete knowledge at all times of: 1. Hotel amenities, services and hours of operation.
  2. Room types, room numbers, property layout and décor. 3. Room rates, special packages, promotions and restrictions.
  4. Daily hotel occupancy and expected arrivals/departures. 5. VIP’s in-house and arrivals.
  6. Room availability status for any given day. 7. Scheduled daily group events and activities.
• Meet with departing shift to review completed and pending tasks; day’s activities and items for follow up.
• Adhere to all cashiering procedures: open, secure and balance out shift banks, ensure proper credit card procedures are followed at all times, including credit card imprint, credit card authorization and guest signature on registration packets and check transactions during a given shift.
• Answers all incoming resort and internal calls within three rings, provide information as needed; record and relay all messages completely and legibly. Repeat message, name and phone numbers for accuracy.
• Confirm and track all deliveries including guest messages, mail, fax, amenity, laundry, etc.
• Communicate pertinent guest information to designated departments or personnel for all special requests, amenity deliver, discrepancies, glitches, etc.
• Develop business relationships with local service providers: top restaurants, wineries, local and annual events, babysitters, florists, transportation providers, etc.
• Bucket checks to be performed at the end of the day to verify pertinent data.
• Coordinate and performs timely wake-up calls to guests upon request.
• Clean the work area at the end of the shift, ensuring all items remain in an orderly fashion.
• Report any office supplies that are low in stock to manager for reorder including newspaper on a weekly basis to ensure quantity is sufficient for guests’ deliveries.
• Complete all items as listed on shift checklists including…