Hotel Front Office Manager
Job Description
Job Description
Position Overview
We are looking for a motivated and guest-focused Front Office Manager to lead front desk operations and ensure an exceptional guest experience. This role is ideal for someone who excels in team supervision, guest service, and operational organization .
Key Responsibilities
Front Desk Operations
- Supervise and manage daily front desk operations
- Ensure smooth check-in/check-out processes and guest flow
- Maintain a clean, organized, and welcoming lobby environment
Guest Experience & Service Recovery
- Handle guest complaints and resolve issues professionally
- Respond to Hilton guest reviews and feedback platforms
- Drive guest satisfaction and service recovery initiatives
Team Leadership
- Supervise, train, and support front desk staff
- Create and manage front desk schedules
- Ensure team adherence to Hilton brand standards
Room Management & Coordination
- Pre-assign rooms and manage room inventory
- Work closely with housekeeping leadership to ensure room readiness
- Communicate effectively regarding room status and priorities
Administrative & Systems
- Utilize PEP (Property Engagement Platform) for reservations and operations
- Maintain accurate records and reporting
- Support front desk audits and daily balancing as needed
Food & Beverage Awareness
- Cross-train in bar operations (preferred)
- Assist with guest service support related to bar when needed
Qualifications
- Previous hotel front desk or supervisory experience required
- Experience with Hilton systems and PEP preferred
- Strong leadership and team management skills
- Excellent communication and guest service abilities
- Ability to handle high-pressure situations and problem-solve effectively
- Flexible schedule including weekends and holidays
What We Offer
- Competitive hourly pay
- GoHilton Team member discount Travel program
- Growth opportunities within Hilton brand properties
- Supportive and team-oriented work environment
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