Front Office and Guest Services Manager

As Front Office Manager, you will oversee the Front Office Team which is the main connection between the Guest, the hotel, and the various hotel departments. The Front Office Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

Oversee the entire Front Office operation to maintain high standards

Oversee and participate in guest reservations, check-in, check-out and providing friendly, positive, professional customer service

Assist revenue management with implementation of programs to ensure increased revenue, daily rate and occupancy

Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement

Ensure regular and VIP Guests are recognized and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty scheme

Maximize room occupancy at best rates and use up-selling techniques to promote hotel services and facilities

Plan and execute department objectives, work schedules, policies and procedures

Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork

Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices

Maintain good communication and working relationships with all hotel departments

Monitor staffing levels to meet business demands

Facilitate monthly department meetings to keep team well informed

Manage staff performance issues in compliance with company policies and procedures

Recruit, manage, train and develop the Front Office team

Comply with hotel security, fire regulations and all health and safety legislation

Act in accordance with policies and procedures when working with front of house equipment and property management systems

Work closely with housekeeping team to maintain awareness of clean guest room inventory.

Address guest issues or complaints with an agreeable outcome

Assist with guest financial transactions or statements

Oversee Night Audit Team and maintain clear communications

Assist with group check-in and billing

Work closely with GM and DOS to adhere to brand and management goals and directives

Assist with other departments, as necessary

Job Requirements
Front Office Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:

A degree or diploma in Hotel Management or equivalent is preferred

A minimum of 3 years of Front Office supervisory experience with hotel or resort industry

Work week with emphasis on high occupancy days, large groups/events or city wide events

Experienced in Microsoft Word, Excel, Internet and Social Media

Familiar with Property Management Systems preferably PEP Reservations

High level of customer service and sales capabilities

Great written and verbal communications

Experience of managing people and developing people

Previous experience of managing a department and Profit and Loss account

Excellent leadership, interpersonal and communication skills

Accountable and resilient

Commitment to delivering a high level of customer service

Ability to work under pressure

Excellent grooming standards

Excellent time management skills and ability to respond to a variety of work situations

Ability to work on your own and as part of a team

EOE/AA/Disabled/Veterans

Benefits

Starting salary range starting at $35,000-$40,000 based on experience with quarterly bonus potential.

Medical, dental, vision, life and 401K with match.

Parking pass in adjacent city ramp.

Excellent hotel travel discounts.