Meritageresort is hiring: Front Office - Front Office Manager in Napa

Overview

The Meritage Resort & Spa, 875 Bordeaux Way, Napa, California, United States of America

Job Description

Posted Monday, September 8, 2025 at 7:00 AM

Job Title: Front Office Manager

Department: Front Office
Reports To: General Manager

Salary Range - $70,000 - $80,000

Position Summary

The Front Office Manager oversees all aspects of front office operations, ensuring a high level of guest satisfaction and optimal financial performance. This role requires strong leadership, organizational, and interpersonal skills to lead a dynamic team, maintain service excellence, and support overall hotel operations.

Responsibilities

• Front Office Operations Management – Oversees daily Front Office functions, including guest services, check-in/check-out, reservations, PBX, and bell services. Sets department goals and directs staff to achieve results while maintaining high standards.
• Team Recruitment & Development – Participates in hiring, onboarding, and training new team members. Ensures compliance with HR policies and facilitates ongoing learning and development for all front office staff.
• Performance Management – Supervises, schedules, and evaluates team members. Provides coaching, recognition, and corrective feedback to support professional growth and team effectiveness.
• Guest Satisfaction & Service Quality – Monitors service trends, addresses guest concerns promptly, and implements improvements to enhance overall guest experience.
• Revenue Generation & Upselling – Promotes hotel services and amenities through upselling and other revenue-driving techniques to maximize room occupancy and overall profitability.
• Staff Knowledge & Communication – Ensures all front office staff are knowledgeable about hotel services, policies, promotions, local events, and area attractions. Communicates updates and procedures clearly and consistently.
• Issue Resolution & Safety Reporting – Resolves guest complaints efficiently and anticipates potential service issues. Reports unusual events or safety concerns to appropriate personnel.
• Safety & Compliance – Follows all safety protocols and enforces PPE and HAZMAT guidelines. Ensures team members understand and adhere to OSHA standards and company safety policies.
• Attendance & Punctuality – Maintains reliable attendance and ensures team coverage to meet operational needs.

Additional Responsibilities

• Manages merit increases, promotions, and reclassifications within budget and policy guidelines.
• Approves and monitors employee schedules, timecards, and time-off requests.
• Responds to emergencies and ensures continuity of front office operations.
• Oversees maintenance and functionality of front office systems and equipment.
• Analyzes performance metrics and generates reports on occupancy, guest satisfaction, and revenue.
• Communicates facility and equipment maintenance needs to appropriate departments.
• Attends all required management and operational meetings.

The Meritage Resort & Spa, 875 Bordeaux Way, Napa, California, United States of America