Front Office Manager | Select Service | Hilton Garden Inn

Job Details Level: Management Job Location: Virginia Beach, VA 23451 Position Type: Full Time Education Level: High School Salary Range: $52,000.00 - $55,000.00 salary/year Travel Percentage: Negligible Job Shift: Any Job Category: Hospitality - Hotel Job Title: Front Office Manager Property Hilton Garden Inn Oceanfront – 3315 Atlantic Avenue, Virginia Beach, VA Department Front Office Employment Type: Full-Time | Exempt (Salaried) Reports To Assistant General Manager About Shamin Hotels Shamin Hotels is one of the largest privately owned hotel management companies on the East Coast, with a portfolio of nationally recognized brands and a reputation for developing strong hospitality leaders. Our Hilton Garden Inn Oceanfront is a 167-room select service property on the Virginia Beach oceanfront — a high-energy, guest-focused environment where strong operational leaders make a measurable impact every single day. Team Structure Reports to: Assistant General Manager Direct reports: approximately 10 associates Team includes: 1 AM Supervisor, Guest Service Agents (GSAs), and a small valet team No bell service Position Summary The Front Office Manager is the operational heart of the guest experience at the Hilton Garden Inn Oceanfront. This is a visible, floor-present leadership role — not a back‑office position. You will be seen by your team and by guests, setting the tone for service standards, holding associates accountable, and making real‑time decisions that protect both the guest experience and the department's financial health. Reporting to the AGM, you will own the performance of a team of approximately 10 associates across front desk, valet, and supervisory functions. You are responsible not only for day-to-day operations but for the discipline, development, scheduling, and budget compliance that keep the department running at full strength. What You’ll Do Guest Experience and Floor Presence Maintain a strong, visible presence at the front desk during peak periods — leading by example and setting the service standard in real time. Personally engage with guests throughout the day, proactively resolving concerns before they escalated. Monitor Hilton Stay Scores and online reviews; implement targeted action plans to drive measurable improvement deliverable to AGM. Ensure arrivals are seamless — key packets prepared, rooms blocked correctly, VIPs and Hilton Honors members recognized. Own the readiness of the front desk environment: supplies stocked, key systems functional, workspace organized and guest-ready at all times. Team Leadership and Accountability Lead, schedule, and develop associates including front desk and a valet team. Administer progressive discipline consistently and fairly — documenting performance issues, issuing corrective action, and following through on accountability in partnership with HR. Conduct regular performance conversations and coaching sessions; set clear expectations and follow up. Support onboarding and training of new front office hires to brand and property standards. Ensure coverage continuity and consistent service delivery across all shifts. Labor and Financial Management Manage front office labor to budget — forecast staffing needs accurately, build schedules that align with occupancy, and adjust in real time to avoid unnecessary overtime. Monitor and control department expenses including supplies, key inventory, and operational costs; flag variances early and course-correct proactively. Review daily reports and financial summaries; ensure PEP accuracy and billing integrity across all transactions. Partner with the AGM on upsell programs and revenue optimization strategies. Manage front office supply ordering within established par levels and budget guidelines. Operations and Compliance Ensure full compliance with Hilton brand standards, Shamin Hotels policies, and front office SOPs. Oversee valet operations for safe vehicle handling, accurate ticketing, and smooth guest flow. Serve as Manager on Duty as assigned, including evenings, weekends, and high-demand periods. Handle escalated guest situations with professionalism, urgency, and full follow-through. Responsible for shift coverage, which may include overnight shifts. Compensation and Benefits Competitive salary commensurate with experience. Health, dental, and vision benefits. Hilton Team Member travel discount program. Paid time off. Growth opportunities across Shamin Hotels' expanding Oceanfront Region. Qualifications This role requires someone who is comfortable owning the hard parts of management — accountability conversations, budget discipline, and consistent floor presence. If you thrive in a structured, standards-driven environment and take genuine pride in running a tight operation, we want to hear from you. What We’re Looking For Minimum 2 years of hotel front office supervisory or management experience — select service background preferred. Demonstrated experience administering progressive discipline and managing employee performance documentation. Proven ability to manage labor to budget — building schedules, forecasting, and controlling overtime in a cost‑conscious environment. Hands‑on, floor‑present leadership style — this is not a desk role; you will be visible, available, and engaged with both team and guests. Strong operational follow-through: supplies managed, key packets prepared, front desk readiness owned without reminders. Hilton brand experience and familiarity with Hilton Honors strongly preferred. Proficiency with PEP or a comparable hotel PMS. Strong guest recovery skills — calm, solutions‑oriented, and empowered to act. Flexible availability including evenings, weekends, and holidays. Strong written and verbal communication; ability to partner effectively across departments. High school diploma or equivalent required; hospitality or business degree a plus. Shamin Hotels is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members. #J-18808-Ljbffr Shamin Hotels Master