Front Desk Manager

Purpose of the Position:

To oversee the daily operations of the hotel’s front desk, ensuring an exceptional and seamless guest experience, efficient service delivery, and adherence to Hilton Brand Standards. The Front Office Manager will manage front desk staff, proactively resolve guest concerns, maximize revenue opportunities through effective front desk management, and maintain operational excellence. This position requires flexibility and the ability to lead in a fast-paced environment, with a schedule that includes weekends and holidays.

Essential Job Functions:

1. Staff Management & Training:

· Hire, train, supervise, and develop front desk team members, including Guest Service Agents, Guest Service Supervisors, Manager on Duty, and Night Auditors.

· Verify and ensure staff compliance with Hilton Brand Standards, ensuring completion of Hilton University courses and proficiency in all hotel procedures.

· Strive to meet Hilton Honors enrollment goals, promoting the program to guests and ensuring staff is knowledgeable about its benefits and how to enroll guests effectively.

· Identify and inspect rooms for showrooms, training front desk staff to prepare them for inspection and ensuring rooms are ready for guest arrivals.

· Learn about revenue growth strategies and implementation, incorporating knowledge into daily operations.

· Conduct performance evaluations at 90 days of employment and annually thereafter, providing coaching to maintain high service standards and foster a positive team environment.

· Manage front desk schedules, ensuring appropriate coverage during peak times, accommodating time-off requests, and ensuring staff adherence to attendance policies.

· Manage call-offs to ensure coverage and maintain excellent guest service.

· Coach and counsel desk staff to maintain high service standards and create a positive, inclusive work culture.

2. Guest Service & Satisfaction:

· Oversee guest check-ins/outs, room assignments, and special requests through OnQ reporting, phone, email, fax, and third-party messaging outlets to ensure smooth operations and high levels of satisfaction

· Promote the Hilton Honors program to guests and ensure staff are knowledgeable about the program's benefits

· Track guest satisfaction scores and initiate projects to improve service and address any areas of concern

· Manage service recoveries for the property, including awarding points, posting recovery actions in the PMS, and utilizing Hilton Guest Service Assistance tools within the Hilton Stay Platform to resolve guest complaints and concerns promptly and effectively.

· Respond to guest surveys and comments in a timely manner, ensuring feedback is acknowledged and concerns are addressed appropriately.

· Assist in other departments as needed where support is needed when it comes to impacting the guest needs and experience.

3. Operational Efficiency:

· Ensure compliance with Hilton Brand Standards across all front desk functions, including reservations, cash handling, room availability, and gift shop standards

· Monitor and manage room availability, reservations, group bookings, overbookings, OOO rooms, early check-ins/outs, smoking fees, Nor1 upgrades, 3rd party CC authorizations, VCCs, cancellations, no-shows, and adjustments to room assignments

· Collaborate with housekeeping and maintenance to manage out-of-order rooms, address guest room repairs, and ensure all guest needs are met in a timely manner.

· Oversee the digital key program, including troubleshooting and management of Fail-Safe key protocols to ensure smooth operations and guest satisfaction.

4. Financial Responsibility & Reporting:

· Oversee the cash handling procedures and accountability, ensuring accurate financial reporting, including detailed petty cash reporting and the approval process.

· Monitor and approve guest payment processing, including payment adjustments and refunds, ensuring accuracy and timely resolution.

· Track daily occupancy reports and attend revenue meetings to strategize opportunities for improving profitability.

· Maintain and manage inventory for the front desk, guest supplies, and gift shop, ensuring stock levels are appropriate and Hilton Brand Standards are met. Conduct monthly gift shop inventory and pricing adjustments, and create ordering guides for guest room and gift shop items. Oversee online ordering sites such as Wieners, Pepsi, Sysco, Sam’s Club, and Hilton Markit to ensure consistent supply and compliance.

· Approve, code, and submit all invoices to accounting in a timely manner, ensuring accurate financial tracking and reporting. Additionally, take responsibility for P&L management and budget adherence.

5. Team Communication & Collaboration:

· Lead and facilitate shift huddles, pre-shift meetings, and monthly team meetings to ensure smooth communication and team alignment.

· Facilitate the communication of group resume and BEO information to relevant departments.

· Manage and train staff on the group arrival process, ensuring seamless execution. Oversee the porterage sign-up schedule to guarantee proper coverage and smooth handling of group needs.

· Ensure all front desk staff, including night auditors, are trained on emergency procedures, safety protocols, and effective responses to critical situations, maintaining a safe working environment throughout the hotel.

· Attend hotel staff meetings and reiterate information to front desk staff.

6. Work Hours & Leadership Expectations:

· The Front Office Manager is expected to work a minimum of 45 hours per week, as required for all salaried managerial positions.

· During every shift, the Front Office Manager must spend at least 3 hours on the front desk with their team. This is an essential part of the role, focused on:

· Leading by Example: Actively demonstrating best practices and high standards of service to both the team and guests.

· Training & Development: Coaching staff in real-time, improving processes, and ensuring that all team members are aligned with hotel and Hilton Brand Standards.

· Guest Interaction: Actively engaging with guests to ensure satisfaction, resolve concerns, and create memorable experiences.

· System Mastery: Working hands-on with the front desk systems to maintain operational efficiency and continuously improve technical expertise.

Key Qualifications and Competencies:

1. Communication Skills: Ability to communicate effectively with both guests and team members, in writing and verbally, ensuring clear and professional interactions.

2. Leadership & Coaching: Strong leadership skills to inspire and guide the front desk team, offering support and coaching to maintain high service standards.

3. Technical Proficiency: Proficient in using Property Management Systems (PMS), reservation software, and other hotel-specific technology.

4. Multitasking & Time Management: Ability to manage multiple priorities in a fast-paced environment while maintaining professionalism and focus on guest satisfaction.

5. Problem Solving: Skilled in addressing guest complaints, resolving issues efficiently, and improving overall guest satisfaction.

6. Physical Requirements: Must be able to lift and carry up to 25 lbs. and stand or walk for extended periods as needed.

7. Sense of urgency to meet deadlines that may impact Corporate and property operations.

Job Type: Full-time

Pay: $23.00 - $27.00 per hour

Expected hours: 40 – 50 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Nights as needed
• Night shift
• Overnight shift
• Weekends as needed

Work Location: In person

Salary : $23 - $27