Department: Front Office
Accountable To: Front Office Manager
Status: Non-Exempt
Status: Mornings, Afternoons and Overnight

Primary Objective:
To increase customer satisfaction and room revenue by maintaining a professional and efficient operation of all Front Office  procedures in accordance with the standards of Luxe Hotels.

Performance Expectations:
  • Supervises assigned operational functions within the department consistent with the strategic plan, the fiscal budget, and the company’s short-term and long-term profitability objectives.
  • Supervises the delivery and measurement of guest service standards consistent with the established guidelines/brand standards.
  • Supervises accountability process for the Front Office; ensures compliance with budgetary guidelines, company policies, established departmental guidelines/standards, and legal requirements.
  • Supervises Human Resources responsibilities for the Front Office employees.
  • Creates a work environment that promotes teamwork, recognition, mutual respect, and employee satisfaction.
  • Works closely in mentoring/coaching Front Office staff with additional tasks/responsibilities to optimize advancement opportunities available for subordinate staff.
  • Monitors Front Office employees’ work schedules, enforces break/lunch schedules, provides early-outs and overtime based on budgetary guidelines, volume, forecasts, and departmental needs.
  • Monitors Front Office employees’ activities for quality assurance. Evaluates employee performance and provides coaching when applicable; assists with annual performance evaluations as needed.
  • Maintains complete knowledge of, and complies with, all departmental policies, service, procedures, and standards.
  • Develops/maintains current knowledge/familiarity with all hotel services/features and local attractions to respond to guest inquiries.
  • Provides guest resolution for all issues/concerns beyond the scope of authority designated to Front Office employees, in an expedient and professional manner, exceeding expectations, and ensuring guest satisfaction.
  • Assists the Front Office Manager with daily administrative duties, as needed/requested.
  •  Promotes a free exchange of ideas among employees to continuously improve guest service and job satisfaction.
  • Advises management of any discrepancy, potential security issue, and/or area of concern which may have a negative impact on the department/property.
  • Maintains constant awareness of safety and accident prevention.
  • Ensures all equipment and work areas are kept stocked, clean, neat, and in working order.
  • Inventories supplies and ensures necessary items are ordered, as needed.
  • Completes all projects assigned by management in a timely and professional manner.
  • Establishes and maintains effective working relationship with all departments within the property.
  • Performs assigned duties during emergencies. Ability to work under pressure, or in an emergency, in a clam and rational manner.
  • Assists in training Front Office employees, as necessary, to ensure departmental standards are met.
  • Performs all of the functions of a Front Office employee at a high level of expertise, offering technical guidance/assistance as needed.
  • Performs other job related duties as assigned.
  • Keeps supervisor fully informed of all problems or matters of significance.
  • Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.
  • Maintains a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working environment.
  • Adheres to company policies and procedures.
    • Attends work as scheduled.
    • Follows COVID-19 guidelines.
    • Follows hotel’s dress and grooming standards.
    • Minimizes safety hazards by following all safety rules and procedures.
  • At all times, projects a favorable image of Luxe Sunset Boulevard Hotel to the public.

Department: Front Office
This is a non-management position
This is a full time position

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