Job Overview
We are seeking a hands-on, guest-focused Front Desk Manager to lead front office operations at our Hampton Inn & Suites. Reporting to the General Manager, you will own the guest experience from arrival to departure — coaching and scheduling the front desk team, driving Hilton guest-satisfaction (SALT) and Hilton Honors enrollment results, and keeping daily operations running smoothly and accurately. This is a working-manager role in a select-service hotel: you will lead from the desk, model Hamptonality in every interaction, and serve as Manager on Duty as scheduled. If you take pride in developing people and delivering consistently friendly, efficient service, we would love to meet you.
Responsibilities
- Oversee all front desk operations — check-in and check-out, room assignments, billing and folio accuracy, cash and credit card handling, and shift bank audits.
- Recruit, train, schedule, and coach front desk and night audit team members; manage staffing levels and labor costs to occupancy and budget.
- Drive Hilton brand performance: SALT guest-satisfaction scores, Hilton Honors enrollments, elite-member recognition, and Digital Key / mobile check-in adoption.
- Operate the property management system (Hilton OnQ/PEP) for reservations, guest profiles, rate and room inventory, group blocks, and daily reporting.
- Resolve guest concerns quickly and completely, applying the 100% Hampton Guarantee and empowering the team for on-the-spot service recovery.
- Oversee the night audit process — daily revenue reconciliation, reporting, and system date roll — and cover desk or audit shifts when needed.
- Communicate daily with housekeeping, maintenance, and sales on room status, arrivals, VIPs, groups, and out-of-order inventory.
- Maintain compliance with Hilton Quality Assurance standards, safety and emergency procedures, key control, and PCI and cash-handling policies.
- Keep the lobby, front desk, and Suite Shop guest-ready; manage front office and market supplies and inventory.
- Serve as Manager on Duty, ensuring guest safety, security, and a consistent guest experience across all shifts.
Qualifications
- 2+ years of hotel front desk experience, including at least 1 year in a supervisory or lead role; branded select-service or Hilton-family experience strongly preferred.
- Working knowledge of hotel property management systems — Hilton OnQ/PEP preferred; OPERA or a comparable PMS accepted.
- Strong leadership and coaching skills with the ability to hold a team to high service standards.
- Excellent communication, phone etiquette, and problem-solving skills; calm and professional under pressure.
- Solid understanding of night audit, cash handling, and basic front office accounting.
- Familiarity with Hilton Honors and guest-satisfaction (SALT) programs is a plus.
- Bilingual or multilingual abilities are a plus.
- Flexible availability, including mornings, evenings, weekends, and holidays; able to stand for extended periods.
Join a team that takes pride in friendly, reliable hospitality — and help us make every guest’s stay feel effortless.
Pay: $15.00 - $25.00 per hour
Benefits:
- Employee discount
- Paid time off
Work Location: In person
