The Front Office Manager is responsible for overseeing all front desk and guest service operations to ensure an exceptional guest experience aligned with Hilton brand standards. This role leads the Front Office team, drives guest satisfaction, manages daily operations, and ensures efficient and professional service delivery at all times.
Key Responsibilities Front Office Operations
- Manage daily Front Desk operations, including check-in, check-out, reservations, and guest services.
- Ensure all front office procedures comply with Hilton brand standards, policies, and SOPs.
- Supervise shift operations and serve as Manager on Duty (MOD) as required.
- Monitor room availability, inventory, and rate strategies in coordination with management.
- Maintain the cleanliness, organization, and professionalism of the front desk and lobby areas.
Guest Experience
- Deliver exceptional guest service and ensure a warm, welcoming environment for all guests.
- Handle guest concerns, complaints, and special requests promptly and professionally.
- Maintain a visible presence in the lobby to engage with guests and team members.
- Drive guest satisfaction scores (SALT/QA) and manage online reputation.
- Anticipate guest needs and ensure personalized service delivery.
Team Leadership & Development
- Recruit, train, schedule, and supervise Front Desk Agents, Night Auditors, and Guest Service staff.
- Provide ongoing coaching, performance feedback, and disciplinary action when necessary.
- Lead by example, promoting Hilton’s culture of hospitality and service excellence.
- Ensure staff are trained on Hilton systems (OnQ/PEP), policies, and guest service standards.
- Promote employee engagement, teamwork, and recognition programs.
Financial & Administrative Management
- Monitor and control labor costs through effective scheduling and productivity management.
- Ensure accurate cash handling, billing, and folio management.
- Oversee night audit processes and ensure accurate daily financial reporting.
- Review and approve adjustments, refunds, and disputed charges when necessary.
- Support revenue optimization through upselling and room inventory management.
Compliance & Risk Management
- Ensure compliance with Hilton policies, local regulations, and safety standards.
- Handle incident reports, guest disputes, and emergencies appropriately.
- Enforce hotel policies, including ID/credit card verification, smoking policy, and occupancy limits.
- Maintain a safe and secure environment for guests and team members.
Sales & Revenue Support
- Collaborate with Sales and Revenue teams on group arrivals, VIP guests, and special requests.
- Ensure operational readiness for group check-ins and high-occupancy periods.
- Promote upselling initiatives, including room upgrades and loyalty program enrollment.
Administrative Duties
- Complete daily reports, shift checklists, and operational audits.
- Maintain accurate records of guest interactions, incidents, and follow-ups.
- Communicate effectively with department heads regarding room status, maintenance, and guest needs.
- Ensure proper shift handovers and continuity of service.
Qualifications
- Minimum 1–3 years of Front Office or hotel supervisory experience preferred
- Strong leadership, communication, and problem-solving skills
- Experience with Hilton systems (OnQ/PEP) preferred
- Knowledge of Hilton brand standards and guest service expectations
- Ability to work flexible hours, including nights, weekends, and holidays
Leadership Expectations
- Act as a key leader in the hotel’s operations and guest experience strategy
- Drive accountability, service consistency, and operational excellence
- Support overall hotel goals and assist senior management as needed
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Referral program
Work Location: In person
