Front Office Manager (FT)

LOCATION

Catamaran Resort Hotel & Spa
The Catamaran Resort Hotel and Spa is a Polynesian-themed destination located on the shores of Mission Bay and mere steps from San Diego’s famous Pacific Beach. The resort features 310 rooms and suites, lush tropical gardens, and award-winning dining at Oceana Coastal Kitchen.

The Catamaran Resort Hotel and Spa is owned by Evans Hotels, LLC, a family-owned and operated business committed to supporting and enhancing employee well-being through a variety of programs that nurture our staff professionally and personally. We offer hands-on manager and leadership training, employee appreciation days, and staff awards and recognition. Our team is also dedicated to serving our community through initiatives like company-wide beach clean-ups and volunteer opportunities.

SUMMARY
The Front Office Manager (“Gerente de Recepción”) is responsible for directing and coordinating the daily operations of the Front Desk, Concierge, Rooms Control/Phone Operations, Bell, Valet, and Parking to ensure operational efficiency and exceptional guest satisfaction. Through visible and engaged leadership, the Front Office Manager ensures seamless coordination across all areas of Front Office operations while delivering personalized service and attention that exceeds guest expectations and maintains consistent adherence to company and resort service standards.

PAY & PERKS

• Compensation: $85,000 - $95,000 DOE**
• Earn $1000 for Culinary, Engineering, Housekeeping, and $350 for all other roles for each hired referral at any Evans Hotels property.
• Discounted Hotel Rooms for you, family and friends.
• Free Employee Parking and/or discounted MTS Pronto card.
• Free Meals & Refreshments during working shifts.
• Career advancement opportunities!
• Health (including SIMNSA), Dental, Vision, 401k with match, life insurance, sick and vacation time.
• Discounts on cell phone bills, shoes, gym memberships, and more!

ESSENTIAL DUTIES

• Lead, supervise, coach, and develop all Front Office associates and leadership positions, including Front Desk Agents, Rooms Controllers, PBX/Operators, Bell Staff, and Valet and Parking.
• Establish and maintain departmental expectations, service standards, operational procedures, SOPs, training materials, quick reference guides, and workflow documentation.
• Conduct daily stand-up meetings and shift briefings to communicate operational updates, guest concerns, VIP arrivals, service expectations, departmental priorities, and pass-down communication between shifts.
• Recruit, train, coach, and mentor team members, fostering a high-performing, service-oriented culture.
• Address performance issues promptly and constructively in accordance with HR and company policies.
• Promote teamwork and employee engagement while ensuring alignment with company values and performance expectations.
• Oversee all daily Front Office operations to ensure exceptional guest experiences, efficient service delivery, proper staffing levels based on occupancy and operational demands, and operational follow-through between shift. 
• Maintain awareness of hotel occupancy, arrivals, departures, groups, and operational impacts to ensure efficient operations and guest service delivery.
• Review guest feedback, Medallia scores, and operational trends to identify service improvement opportunities and support guest satisfaction goals.
• Participate in leadership meetings, operational meetings, and executive communication updates while working closely with Housekeeping, Engineering, Security, Reservations, Revenue Management, and Food & Beverage leadership teams.
• Prepare the ten-day hotel forecast and distribute it to the appropriate departments.
• Act as the general cashier by maintaining a cash bank within hotel guidelines.
• Work closely with the General Manager and Director of Rooms to support hotel operations, execute operational priorities, address guest and associate concerns, and ensure alignment with overall hotel service and financial goals.
• Performs additional duties and responsibilities as directed by the leadership team.

Qualifications

QUALIFICATIONS 

• Degree in Hospitality Management or related field preferred.
• At least 3-5 years of relevant experience and/or training. 
• A combination of experience, education, and/or training may be substituted for either requirement. 
• Previous similar position in an upscale hotel or similar industry is required.
• Experience running shifts, scheduling, performance management, problem-solving, guest servicing and running day-to-day operations.
• Availability to work on weekends and holidays is required.
• Experience with Infor HMS, MIWA key systems, Sertifi, Medallia, PMS systems, and hotel operational systems preferred.
• For insurance purposes, candidates must be over 21 years of age.
• Must have an unexpired and valid driver's license with no recent violations.
• Ability to drive both manual and automatic.
• Ability to always maintain a friendly, professional, team-oriented, positive demeanor and diplomatic attitude, especially under stress or challenges. 
• Ability to stand, kneel, squat for prolonged periods of time, up to and including, the entire shift and lift up to 25 lbs. 
• The following position will be filled in accordance with the process set forth in California Labor Code Section 2810.8 and San Diego Municipal Code 311.0101 et. seq.

**The pay scale posted is the salary or hourly wage range that the employer reasonably expects to pay for the position during the first year of employment. The posted range does NOT include potential additional types of compensation, such as gratuities, service charges, commissions, or bonuses. Actual compensation offered may fluctuate based on qualifications and/or experience.