Front Office Manager

About This Role

This Front Office Manager role is critical to the overall success of the hotel, ensuring guest satisfaction and product quality standards are met. The position involves both operational and administrative tasks, with a focus on leading the Front Office, Guest Services, and Breakfast teams to provide superior guest service and a welcoming atmosphere.

Responsibilities

• Exceed guest expectations by personal example and by coaching Guest Services staff, as measured by guest feedback/QUALTRICS
• Translate the strategy established by the General Manager and Sales Team into operational priorities and steps that can be executed by FOM, GSAs, Breakfast team(s)
• Create a team culture that fosters continuous improvement, cooperation, loyalty and stability, superior service to guests/team
• Ensure that brand standards of operations, safety, and services are always in accordance with budget, financial and forecast guidelines
• Schedule Front Desk, Breakfast, Front Office, and other assigned staff
• Manage the day-to-day arrivals – HHonors assignments and amenities
• Ensure that Front Desk is prepared to handle the forecast volume of departures/arrivals in a manner that exceeds guest expectations and hotel & brand standards
• Ensure that all Front Desk tasks are executed correctly so revenues, checks & balances are protected
• Coordinate effectively with Housekeeping & Engineering Teams, to maximize their maintenance of the hotel and ability to provide superior guest service and responsiveness
• Hire, train, and track mandated training for all direct reports
• Manage Accounts Receivable for hotel’s Direct Bill accounts, HHonors submissions, credit card disputes, and guest billing inquiries
• Handle Suite Shop purchasing, posting, inventory, and accountability for operating margins
• Support the hotel in timely Guest Assistance response
• Accurately schedule/monitor expenses to meet/exceed budgeted profit margins
• Anticipate revenue/cost problems and manage timing of discretionary costs to stabilize cash flow
• Analyze operational forecasts/needs on an ongoing basis to adjust labor requirements and operating costs
• Ensure hotel staff is trained in financial control procedures for cash, vouchers, inventories

Important Details

• Schedule: Approximately 60% operational, 40% administrative; daily supervision of operations is shared by the GM and FOM, typically requiring one manager to be at the hotel from 7-7:30 AM and the other to close operations around 9:30 PM, adjusted based on business levels and operational needs

About the Company

Hilton is a leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodation, service, amenities, and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands, with a vision “to fill the earth with the light and warmth of hospitality.”