Front Office Manager
Millennium Hotels and Resorts · Sunnyvale, CA
Apply & track with Apply EdgeHotel Name: M Social Sunnyvale
Designed for the young at heart, M Social delivers a bold and vibrant hospitality experience.About M Social SunnyvaleAs the first ground-up M Social in the U.S., this innovative property features 263 rooms, a dynamic courtyard, and the signature Beast & Butterflies social hub. Located in Silicon Valley, the hotel blends technology, design, and social connectivity to create a unique guest experience.As part of Millennium Hotels & Resorts, a global hospitality leader with over 145 hotels across key destinations worldwide, our hotel is backed by a legacy of quality, consistency, and service excellence—driven by a passion for hospitality, an entrepreneurial spirit, innovation, and a progressive, solutions-oriented approach."At Millennium, we are guided by our core values:Passion for Hospitality - Delivering meaningful and memorable guest experiencesEntrepreneurial - Taking ownership and acting with agilityInnovation & Progressive - Continuously improving how we operate and serveSolutions & Results Oriented - Staying adaptable and focused on resultsThese values shape how we work, how we lead, and how we create exceptional experiences for our guests and our teams.
About the Role
As our Front Office Manager, you will lead the daily operations of the Front Office while ensuring exceptional guest experiences from arrival through departure. You will oversee the Front Desk, Guest Services, Night Audit, and Bell/Valet operations while driving service excellence, operational efficiency, and team engagement.This role is ideal for a hospitality leader who is passionate about creating memorable guest experiences, developing high-performing teams, and delivering operational excellence in a fast-paced lifestyle hotel.Your Impact - Front Office LeadershipYou will shape the guest journey by leading the Front Office team with energy, professionalism, and accountability. Your leadership will ensure seamless arrivals and departures, maximize guest satisfaction, support revenue goals, and foster a service culture that reflects the vibrant personality of M Social Sunnyvale.What You'll Be DoingLeadership & OwnershipLead and manage the daily operations of the Front Office departmentRecruit, train, coach, and develop Front Desk Agents, Supervisors, Night Auditors, Bell Staff, and Guest Service team membersFoster a positive, collaborative, and guest-focused work environmentMonitor employee performance and provide coaching, recognition, and corrective action as neededPromote accountability, teamwork, and continuous improvementFront Office OperationsOversee check-in, check-out, guest services, cash handling, and daily Front Office proceduresEnsure accurate room assignments, billing, and guest account managementMonitor room inventory, occupancy, and room availability in partnership with Housekeeping and Revenue ManagementEnsure all guest requests and service recovery situations are resolved promptly and professionallyMaintain compliance with brand standards and operational proceduresGuest ExperienceDeliver exceptional hospitality by anticipating guest needs and exceeding expectationsPersonally assist with VIP arrivals, group check-ins, and guest concerns when neededRespond to guest feedback and implement service improvementsCreate memorable guest experiences through personalized service and proactive engagementPromote guest loyalty and satisfaction through consistent service excellenceFinancial & Business PerformanceAssist in achieving departmental revenue and profitability goalsMonitor labor costs, scheduling, and departmental productivityEnsure accurate cash handling, auditing, and financial reportingSupport upselling initiatives, room upgrades, and ancillary revenue opportunitiesAnalyze operational reports and identify opportunities for improvementTeam CollaborationPartner closely with Housekeeping, Engineering, Food & Beverage, Sales, Security, and Revenue ManagementCoordinate room readiness and guest arrivals with HousekeepingSupport group arrivals, special events, and VIP experiencesCommunicate operational priorities effectively across departmentsSafety & ComplianceEnsure compliance with company policies, safety procedures, and hotel standardsMaintain confidentiality of guest informationEnsure compliance with cash handling, PCI, and data privacy requirementsSupport emergency procedures and hotel safety initiatives RequirementsPassion for hospitality and delivering exceptional guest experiencesStrong leadership and interpersonal skillsExcellent communication and problem-solving abilitiesOutstanding organizational and time management skillsAbility to remain calm and effective in a fast-paced environmentFlexibility to work mornings, evenings, weekends, holidays, and varying schedulesLeadership RequirementsMinimum 3-5 years of Front Office leadership experience in a hotel environmentProven ability to lead, coach, and develop high-performing teamsStrong service recovery and conflict resolution skillsExperience managing departmental operations, scheduling, and labor productivityDemonstrated ability to drive guest satisfaction and operational excellenceTechnical / Role-Specific RequirementsStrong knowledge of hotel Front Office operations and guest service standardsExperience with hotel Property Management Systems (Opera Cloud preferred or similar PMS)Knowledge of night audit procedures, room inventory management, and hotel accounting fundamentalsExperience with Microsoft Office Suite and hotel reporting systemsStrong understanding of revenue optimization, room inventory, and guest relationsAbility to analyze reports and make operational decisionsPreferred QualificationsBachelor's degree in Hospitality Management, Business Administration, or a related field preferredExperience in a lifestyle, luxury, or full-service hotel preferredMulti-department operational experience is a plusBilingual abilities are a plusPhysical RequirementsAbility to stand and walk for extended periods throughout the shiftOccasionally lift, carry, push, and pull up to 25 poundsAbility to move throughout all areas of the hotel as operational needs requireComfortable working in a fast-paced, guest-facing environmentEducationHigh school diploma or equivalent requiredBachelor's degree in Hospitality Management, Business Administration, or a related field preferredEquivalent combination of education and relevant experience will be consideredBenefitsAt Millennium Hotels & Resorts, we support our employees with a competitive benefits package designed to promote wellbeing and long-term success:Medical, Dental & Vision Insurance Company-paid Life and AD&D Insurance Short-Term and Long-Term Disability Coverage 401(k) Retirement Plan with Company Match (where applicable) Paid Time Off & Paid Holidays Hotel Room Discounts across our global portfolio Employee Assistance Program (EAP)Benefits eligibility and offerings are subject to plan terms and company policy. Why Join UsAt Millennium Hotels & Resorts, you're not just taking on a role—you're joining a global organization committed to people, performance, and growth.Whether you're supporting operations behind the scenes or delivering service on the front line, your work contributes to a culture focused on hospitality, collaboration, and results.If you're looking for an opportunity to grow, contribute, and make an impact, we invite you to join our team.