Hotel Front Office Manager
Spark by Hilton Lockport
Location: Lockport, New York
Pay: $18.00–$21.00 per hour, based on qualifications and experience
Expected hours: Approximately 40 hours per week; hours may vary based on operational and business needs
Availability: Flexible availability is required, including evenings, weekends, and holidays
Work location: In person
Job Overview
Spark by Hilton Lockport is seeking an experienced, professional, and guest-focused Hotel Front Office Manager to oversee the daily operations of the front desk.
The Front Office Manager will be responsible for leading the front-office team, maintaining excellent guest-service standards, managing employee schedules, resolving guest concerns, and ensuring compliance with Hilton brand standards and hotel policies.
The successful candidate must be a hands-on leader who can support front-desk operations and cover shifts when required based on operational needs.
Duties and Responsibilities
- Maintain a professional, welcoming, and guest-focused environment while ensuring guests receive excellent service.
- Respond promptly and professionally to guest questions, requests, and complaints, and provide appropriate solutions.
- Monitor guest check-ins, checkouts, reservations, room assignments, payments, special requests, and group bookings.
- Review guest feedback and support efforts to improve guest satisfaction.
- Protect guest information and maintain confidentiality at all times.
- Supervise, train, coach, and support front-desk employees.
- Prepare employee schedules and ensure appropriate front-desk coverage based on occupancy and operational needs.
- Monitor employee attendance, punctuality, performance, and compliance with workplace expectations.
- Participate in hiring, onboarding, training, performance management, and disciplinary processes.
- Ensure employees follow hotel policies, procedures, and Hilton brand standards.
- Oversee the daily operations of the front desk and assist with covering front-desk shifts when required.
- Coordinate with Housekeeping, Maintenance, Sales, and other hotel departments regarding room status, guest requests, and operational concerns.
- Review front-desk reports, shift reports, cash transactions, deposits, and payment records for accuracy.
- Ensure proper cash-handling and credit-card procedures are followed.
- Assist with night-audit procedures and review night-audit reports when required.
- Maintain appropriate front-desk supplies and inventory.
- Support hotel emergency, safety, and security procedures and respond appropriately to incidents.
- Attend operational meetings and provide updates regarding front-office performance and guest-service concerns.
- Perform other duties assigned by the General Manager or Hotel Management based on operational and business needs.
Qualifications and Experience
- Previous hotel front-office or guest-services experience is required.
- Previous supervisory or management experience in a hotel environment is required.
- Familiarity with Hilton brand standards or experience working at a Hilton-branded property is an asset.
- Experience with hotel property-management systems, reservations, check-in and checkout procedures, and operational reporting is required.
- Strong leadership, organizational, and problem-solving skills.
- Excellent verbal and written communication skills.
- Strong guest-service skills with a professional and positive attitude.
- Ability to handle guest concerns calmly, professionally, and effectively.
- Ability to manage multiple responsibilities in a fast-paced hotel environment.
- Ability to work independently and collaboratively with employees across different departments.
- Basic knowledge of Microsoft Office and hotel operational reporting.
- Ability to stand and walk for extended periods and assist with front-desk duties when required.
- Ability to work flexible hours, including evenings, weekends, and holidays.
- Must be legally authorized to work in the United States.
What We Offer
- Competitive hourly compensation based on qualifications and experience.
- Opportunities for professional growth and development.
- A supportive and team-oriented work environment.
Pay: $18.00 - $21.00 per hour
Work Location: In person
