Front Office Manager

Hilton Garden Inn Mystic/Groton is seeking a hands-on dynamic Front Office Manager with a hotel operations background to join our team. This role will be responsible for the day-to-day front office operations of the hotel with an emphasis on associate and guest relations, development of people and quality assurance.

GENERAL RESPONSIBILITIES:

• Recruit, interview and hire front office associates. Meet regularly with General Manager and Regional Director to review staffing, morale and any disciplinary situations/investigations
• Assist in new front office associate orientation and onboarding
• Train and support front office associates and ensure performance in accordance with established hotel brand standards
• Adhere to all Company and brand standards
• Compliance with Federal & State Labor laws
• Ongoing review of front office staff to ensure adherence to established policies and procedures
• Participate in monthly reward and recognition meeting /celebrate hotel and associate achievements
• Establish and maintain open collaborative relationships with direct reports, team members and partner hotel leadership.
• Coach and support hotel team to effectively manage occupancy, rates, wages and controllable expenses
• Tour and inspect property on a daily basis and monitor for property cleanliness, safety and security, product quality and exceptional service throughout
• Identify areas of concern and develop strategies to improve performance
• Recognize service issues and trends. Facilitate creative solutions to overcome obstacles and ensure continuous guest satisfaction results
• Maintain a strong knowledge of local market(e.g.: demand generators, competitor strategy and community impact/involvement opportunities)
• Balance cost controls with exceptional customer service and associate satisfaction

Qualifications

• Previous hotel operations leadership experience
• Demonstrated passion and sense of urgency in the achievement of results
• Excellent time management skills, strong leader of people
• Attention to detail and highly organized
• Must be self-motivated and results oriented
• Willingness and ability to train and develop associates
• Creative problem-solving skills
• Familiar with common computer software programs
• Must be willing to work varied hours including evenings, weekends & holidays
• Hilton PEP experience preferred