Front Office Manager

Description

Hilton Orlando is looking to welcome a Front Office Manager to join the team! 

Our hotel, which features over 1,400 guest rooms is located near International Drive and directly connected to the Convention center. Our Front Office team consists of our Director of Front Office Operations, Front Office Managers, Assistant Front Office Managers, our Pre-Arrival Coordinators, Guest Service agents and bell persons. 

The ideal candidate would have 1 years as a Front Office Manager in a smaller property or 2 years as an Assistant Front Office Manager in a larger property. Ability to work a flexible schedule. Experience with Microsoft Office programs. Proven ability to lead the team.

Shift Pattern: Availability and flexibility for the role. Option to work 4/12-hour days or 5/10-hour days.

The Benefits – Hilton is recognized as the best hospitality workplace in the world and the #2 World’s Best Workplace by Great Place To Work US and Fortune! We support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to innovative programs and benefits. Hilton offers its eligible team members a comprehensive benefits package including:

We support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to innovative programs and benefits. Hilton offers its eligible team members a comprehensive benefits package including:

• Access to your pay when you need it through DailyPay
• Medical Insurance Coverage – for you and your family
• Mental Health Resources
• Best-in-Class Paid Time Off (PTO)  
• Go Hilton travel discount program
• Supportive parental leave
• Matching 401(k)
• Employee stock purchase program (ESPP) - purchase Hilton shares at 15% discount
• Debt-free education: Access to a wide variety of educational credentials (ex. college degrees, high school completion, English-language learning, digital literacy, professional certificates and more)
• Career growth and development
• Team Member Resource Groups
• Recognition and rewards programs

*Available benefits may vary depending upon property-specific terms and conditions of employment and the terms of the collective bargaining agreement if applicable.

What will I be doing?

As Front Office Manager, you would be responsible for overseeing Front Office operations in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards:

• Manage all Front Office operations to include, but not limited to, guest service delivery and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, systems management (OnQ PMS, Kipsu, HotSos, Stay Experience platform), department management, and policy and procedure implementation and enforcement 
• Oversee, organize and direct, and participate in the shift work of Front Desk Agents, Pre-Arrival Coordinators, and Bellpersons 
• Meet and greet guests and respond to guest inquiries, requests and issues in-person, email, text, and telephone in a timely, friendly and efficient manner and resolve guest concerns
• Monitor and assess guest service and satisfaction trends, evaluate and address issues and make improvements accordingly
• Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, conducting evaluations and delivering recognition and reward
• Initiate and implement up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue
• Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
• Recruit, interview and train team members

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Requirements

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

• Hospitality - We're passionate about delivering exceptional guest experiences.
• Integrity - We do the right thing, all the time.
• Leadership - We're leaders in our industry and in our communities.
• Teamwork - We're team players in everything we do.
• Ownership - We're the owners of our actions and decisions.
• Now - We operate with a sense of urgency and discipline

In addition, we look for the demonstration of the following key attributes:

• Quality
• Productivity
• Dependability
• Customer Focus
• Adaptability

What will it be like to work for Hilton?

Hilton is the 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 accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.  Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all!

Here are some perks you can enjoy when joining our team: 

• Access to your pay when you need it through Daily Pay
• Career growth & development
• The Go Hilton travel discount program
• Competitive wellness benefits
• Team Member Resource Groups
• Recognition and rewards programs
• And so much more

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