Front Desk Manager

Benefits:

• Opportunity for advancement
• Training & development
• Competitive salary

The Front Desk Manager is responsible for overseeing the daily operations of the Front Desk/ Breakfast to ensure exceptional guest service, efficient hotel operations, and compliance with Hilton brand standards. This role leads, trains, and develops the Front Desk team while maximizing guest satisfaction, loyalty enrollment, and revenue opportunities.

Key Responsibilities

Guest Service

Deliver outstanding guest experiences and resolve guest concerns promptly and professionally.
Ensure all guests are welcomed according to Hilton brand standards.
Handle VIP arrivals, guest complaints, service recovery, and special requests.
Monitor guest satisfaction scores (Stay Experience, Medallia, Google, TripAdvisor, etc.) and implement improvement plans.

Operations

Oversee daily Front Desk operations, including check-ins, check-outs, room assignments, and cash handling.
Ensure compliance with Hilton brand standards, SOPs, and hotel policies.
Coordinate with Housekeeping and Maintenance to ensure room readiness and guest satisfaction.
Maintain accurate room inventory and maximize occupancy.

Leadership & Team Development

Recruit, train, coach, and mentor Front Desk associates.
Conduct daily stand-up meetings and shift handovers.
Prepare employee schedules while controlling labor costs.
Monitor attendance, productivity, and performance.
Conduct performance evaluations and provide coaching when necessary.

Revenue & Sales

Drive Hilton Honors enrollments and member recognition.
Encourage upselling of premium rooms and hotel amenities.
Monitor ADR, occupancy, RevPAR, and other hotel KPIs.
Work closely with Sales and Revenue Management to maximize revenue opportunities.

Quality & Compliance

Ensure compliance with Hilton brand audits and quality assurance standards.
Maintain security procedures and guest privacy.
Handle emergency situations according to hotel procedures.
Ensure proper cash reconciliation and financial accuracy.
Qualifications
High school diploma required; bachelor's degree in Hospitality Management preferred.
2-5 years of Front Office experience, with at least 1-2 years in a supervisory or management role.
Experience with Hilton systems such as PEP, OnQ, or Opera is preferred.
Strong leadership, communication, and problem-solving skills.
Ability to work flexible schedules, including nights, weekends, and holidays.
Key Performance Indicators (KPIs)
Guest Satisfaction (Stay Experience/Medallia)
Hilton Honors Enrollment
Upselling Revenue
Check-in/Check-out Efficiency
Labor Cost Management
Employee Engagement and Retention
Brand Audit Scores
Online Review Ratings (Google, TripAdvisor)
Core Competencies
Leadership and Team Building
Guest Service Excellence
Conflict Resolution
Revenue Generation
Time Management
Decision Making
Communication Skills
Attention to Detail
Multitasking in a Fast-Paced Environment

Compensation: $42,000.00 - $54,000.00 per year


We are an exciting world class leader in the hospitality industry.

We have maximized our profit potential through training, support, and by creating a dynamic culture for our quality personnel.

We have empowered our Guest Services Agents to execute their duties in a manner that ensures our Guests Come First as they are the closest to our guests.

We sustain exceptional guest satisfaction by aggressively pursuing attention to detail and adding the "WOW" factor to every guest contact.

We have made TEAMWORK central to every endeavor.

We challenge every individual to strive for excellence through high performance and loyalty to our guests and our organization.

We are unwilling to lower our standards or accept second best efforts from our personnel.

We promote innovation, initiative, and creativity.

We are constantly striving to improve ourselves.