Front Desk Manager

DESCRIPTION

POSITION SUMMARY

The Front Desk Manager is responsible for overseeing the daily operations of the hotel's front desk and ensuring an exceptional guest experience from arrival through departure. This position leads, trains, and supports the front desk team while ensuring compliance with hotel policies, Hilton brand standards, and operational procedures.

The ideal candidate has previous Hilton hotel experience , strong front office knowledge, excellent leadership and customer service skills, and the ability to work a flexible schedule covering all shifts.

ESSENTIAL RESPONSIBILITIES

Front Desk Operations

• Oversee the daily operations of the front desk and ensure efficient guest service.
• Supervise, train, coach, and support front desk associates.
• Ensure proper completion of guest check-in and check-out procedures.
• Monitor reservations, room assignments, cancellations, extensions, and walk-in guests.
• Ensure accurate handling of cash, credit card transactions, deposits, and guest accounts.
• Review daily arrivals, departures, room status, VIPs, and other priority guests.
• Ensure appropriate front desk coverage based on occupancy and business needs.
• Maintain accurate guest records and protect confidential guest information.
• Coordinate with Housekeeping regarding room status, early arrivals, late check-outs, room discrepancies, and guest requests.
• Ensure the front desk area remains clean, organized, and professional.

Guest Service

• Provide exceptional and professional service to all guests.
• Resolve guest complaints and service issues promptly and professionally.
• Handle escalated guest concerns and determine appropriate solutions.
• Follow up with guests to ensure concerns have been properly resolved.
• Maintain a welcoming, professional, and positive front desk environment.
• Recognize and assist returning guests, Hilton Honors members, VIPs, and other priority guests when applicable.
• Monitor guest feedback and identify opportunities to improve the overall guest experience.

Hilton Brand Standards

• Ensure compliance with Hilton brand standards, policies, and procedures .
• Maintain knowledge of Hilton guest service expectations and applicable operational procedures.
• Ensure front desk associates receive appropriate training on Hilton standards and procedures.
• Monitor guest satisfaction and take appropriate action to improve service and guest satisfaction scores.
• Participate in required Hilton training and operational initiatives.
• Maintain consistent service standards throughout all shifts.

Leadership & Staff Management

• Lead by example and promote a positive and professional team environment.
• Train new front desk employees and provide ongoing coaching and guidance.
• Assist with preparing front desk schedules based on occupancy, staffing levels, and operational needs.
• Monitor employee attendance, punctuality, performance, and adherence to hotel policies.
• Address performance and attendance concerns appropriately and communicate significant issues to the General Manager.
• Conduct or assist with employee performance evaluations when requested.
• Communicate operational updates, expectations, and concerns to the front desk team.
• Ensure proper shift handoffs and communication between front desk associates and other departments.
• Assist in maintaining adequate staffing and coverage for all shifts.

Administrative & Operational Duties

• Review and verify front desk paperwork, reports, and daily transactions.
• Review and assist with daily audit procedures and resolve discrepancies when necessary.
• Monitor room availability and assist with maximizing occupancy and revenue opportunities.
• Assist with billing issues, adjustments, refunds, and guest account discrepancies.
• Maintain proper key control and hotel security procedures.
• Assist the General Manager with hotel inspections, projects, and operational initiatives.
• Ensure compliance with company policies, safety procedures, and applicable laws and regulations.
• Maintain confidentiality of guest and employee information.
• Perform other duties and responsibilities as assigned by the General Manager or management team.

QUALIFICATIONS

Required

• Previous hotel front desk or front office supervisory/management experience.
• Prior Hilton hotel experience required.
• Strong knowledge of hotel front office operations.
• Previous experience supervising, training, or leading employees.
• Excellent customer service and communication skills.
• Strong problem-solving and conflict-resolution skills.
• Ability to handle difficult guest situations professionally and effectively.
• Strong organizational skills and attention to detail.
• Ability to work independently and make sound operational decisions.
• Proficiency with computers and hotel property-management systems.
• Must be flexible and available to work all shifts, including mornings, evenings, overnight shifts, weekends, and holidays.
• Ability to adjust work schedule based on hotel occupancy, staffing needs, and operational requirements.
• Ability to work effectively in a fast-paced hotel environment.

Preferred

• Previous experience as a Hilton Front Desk Supervisor, Front Office Supervisor, Assistant Front Office Manager, or Front Desk Manager .
• Experience working with Hilton systems and Hilton Honors.
• Experience with hotel property-management systems and front office technology.
• Experience monitoring guest satisfaction scores and brand compliance.
• Previous experience in a limited-service or select-service hotel.
• Experience training and developing front office employees.

KEY COMPETENCIES

• Leadership and team management
• Guest service excellence
• Hilton brand knowledge
• Communication
• Conflict resolution
• Problem solving
• Attention to detail
• Accountability
• Time management
• Professionalism
• Decision-making
• Teamwork
• Adaptability and flexibility

SCHEDULE REQUIREMENTS

This position requires a high degree of schedule flexibility . The Front Desk Manager must be willing and able to work:

• Morning shifts
• Afternoon/evening shifts
• Overnight shifts when needed
• Weekends
• Holidays
• High-occupancy periods
• Other shifts as needed to support hotel operations

The Front Desk Manager may be required to adjust their schedule based on business needs, staffing levels, occupancy, employee call-outs, and operational requirements.

PHYSICAL REQUIREMENTS

• Ability to stand and walk for extended periods.
• Ability to communicate effectively with guests and employees throughout the shift.
• Ability to use a computer, telephone, and other standard office equipment.
• Ability to occasionally lift or move items weighing up to approximately 25 pounds.
• Ability to work in a fast-paced environment for extended periods.
• Ability to move throughout the hotel as needed to support operations.

EQUAL EMPLOYMENT OPPORTUNITY

We are an equal opportunity employer and consider qualified applicants without regard to legally protected characteristics. We are committed to providing a professional, respectful, and inclusive workplace.

REQUIREMENTS

At Pulse Hospitality, we bring energy, innovation, and excellence to hotel management, curating a diverse portfolio of distinctive properties that offer unforgettable guest experiences. Our passion for exceptional hospitality drives us to exceed expectations at every turn, creating moments that become cherished memories. But what truly sets us apart? Our people. We believe that the heart of every remarkable stay is a dedicated team committed to delivering warmth, service, and excellence. Experience the Pulse difference-where hospitality meets heart.