Front Office Manager - Hilton Dedham

Become Part of the TPG Hotels, Resorts & Marina Team......

TPG Hotels, Resorts & Marina's is widely recognized as one of the nation's premier hotel management companies. We are a national operator of hospitality assets across the entire chain scale, from focused-service hotels and lifestyle/resort properties to upper upscale luxury hotels and nautically based hospitality assets. Whether an investment partner or straight third-party operator, we are always operating on behalf of capital partners, and our role as entrusted stewards is to deliver top performance for our guests, investors and to fulfill the brand promise. Joining the Team gives you a rewarding career opportunity with a nationally ranked hospitality management company that focuses on customer satisfaction and personal growth. We pride ourselves in continually seeking motivated team members who believe guest service is the top priority.

Job Overview

The Hotel Front Office Manager is responsible for overseeing all aspects of the front desk and guest services operations to ensure exceptional guest experiences. They manage the front desk staff, handle guest inquiries and concerns, manage room reservations, and collaborate with various departments to maintain efficient hotel operations.

What you'll be doing

• Supervision and Leadership:

• Lead, train, and manage the front desk team to provide excellent customer service.
• Set performance goals for front desk staff and conduct regular performance evaluations.
• Ensure a welcoming and professional demeanor is maintained by the front desk team.

• Guest Relations:

• Greet guests, handle check-in/check-out procedures, and assist with any special requests.
• Resolve guest issues, complaints, or concerns in a prompt and satisfactory manner.
• Maintain a high level of guest satisfaction by ensuring a personalized and attentive service.

• Reservations and Room Allocation:

• Manage room reservations, ensuring accuracy and adherence to guest preferences.
• Coordinate with housekeeping to ensure timely preparation of rooms for arriving guests.
• Oversee the room allocation process to maximize occupancy and revenue.

• Front Desk Operations:

• Ensure a smooth check-in and check-out process, including handling payments and ensuring accuracy of guest information.
• Maintain knowledge of hotel services, facilities, and local attractions to assist guests effectively.
• Monitor and manage the front desk's daily tasks, including guest correspondence, phone inquiries, and guest requests.

• Financial Management:

• Assist in budgeting and financial forecasting related to the front office department.
• Monitor and control expenses, such as staffing, supplies, and equipment maintenance.
• Contribute to revenue generation through upselling rooms and promoting hotel amenities.

• Collaboration and Communication:

• Coordinate with housekeeping, engineering, and other hotel departments to ensure seamless operations.
• Maintain open communication with management to address operational issues and propose improvements.
• Prepare regular reports on front desk activities, occupancy rates, and guest feedback.

Skills and Abilities

• Bachelor's degree in hospitality management or related field (preferred).
• Proven experience in hotel front office operations or guest services.
• Strong leadership and interpersonal skills.
• Excellent communication and problem-solving abilities.
• Proficiency in hotel management software and computer systems. EXPERIENCE WITH PMS IS HIGHLY PREFERRED
• Ability to remain composed in high-pressure situations.
• Knowledge of local attractions and services to assist guests effectively.

Working Conditions & Physical Effort:

Physical work is a primary part of many of our hotel and resort jobs. Physical requirements include extended standing and walking, climbing, bending, reaching, pulling, pushing, kneeling, and lifting to 50 lbs. Some work is performed in an interior hotel environment with equipment and machines.

Benefits:

Benefits for Full Time employees may include:

• Health, Dental and Vision Insurances
• Disability Insurances
• Supplemental Life Insurances
• Identity Theft Protection
• Flexible Spending Accounts
• 401(k) Retirement Plan
• Paid Time Off, Vacation and Holidays
• Employee Assistance Program
• AMAZING HOTEL DISCOUNTS to any property in the TPG portfolio and MUCH MORE!

*Benefits vary by location*

EEO/VET/DISABLED