Front Office Manager

Job Description

Job Description

The beautiful Hilton North Scottsdale at Cavasson located in North Scottsdale is seeking a Front Office manager to join our team!

The Front Office Manager is responsible for overseeing all front office operations to ensure profitability, control costs, and quality standards ensuring total guest satisfaction. Acts as the main contact for guests and other hotel departments. Acts as Manager on Duty and responds to emergency codes. Manages Front Desk Supervisors, Night Auditors, and Front Desk Agents. The ideal candidate must be flexible in availability with AM and PM Shifts required.

Primary Responsibilities:

• Management of the Front Desk Team
• Monitoring and Supporting Progress towards Guest Services, Reservations, and Front Desk Goals
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision-making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members
• Serves as a role model to demonstrate appropriate behaviors
• Supports all day-to-day operations
• Understands team members' positions well enough to perform duties in team members' absence
• Coaches, counsels, and encourages team members
• Handles team members' questions and concerns
• Manages all areas of the Front Office and acts as the Manager on Duty for the hotel
• Guides daily Front Desk and reservations shift operations
• Communicates effectively performance expectations to team members in accordance with job descriptions for each position
• Give direction and be responsible for the implementation of plans
• Front Desk and reservation Staff Scheduling and Payroll Control
• Communicates daily forecast to all Front Desk and reservations team members
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis
• Develop specific goals and plans to prioritize, organize, and accomplish your work
• Handles complaints, settles disputes, resolves grievances, and conflicts, or otherwise negotiates with others
• Scheduling department meetings and continually communicating a clear and consistent message regarding the goals to produce desired results
• Strives to improve service performance
• Supervises staffing levels to ensure that guest service, operational needs, and financial objectives are met
• Trains staff on adherence to all credit policies and procedures to reduce bad debts and rebates
• Supervises same-day selling procedures to maximize room revenue and property occupancy
• Understand the impact of Front Desk and reservations operations on the overall property financial goals and objectives

Qualifications, Education, Experience, Skills, and Abilities:

• Must be able to understand and write English
• Computer literate in Microsoft Word, Excel, and Outlook
• Knowledge of ONQ preferred
• Effective conflict management and decision-making is required
• 2-3 years of room management experience at a Hotel/Resort (preferably Hilton product)
• Associate or bachelor’s Degree preferred

What We Offer:

• Competitive wage.
• Health benefits (for full-time employees).
• 401(k) with company match (for all employees).
• A friendly, positive work environment
• Opportunities for growth and development within the company.
• Free Meals
• Covered Employee Parking
• Robust Team Member Travel Program
• PTO (for full-time employees).
• Early Pay Access

The Hilton North Scottsdale at Cavasson is managed by Columbus Hospitality Management , a company committed to providing quality service and memorable guest experiences in a positive and welcoming work environment. We are focused on supporting the needs of our team through our commitment to the family/work-life balance and by providing development opportunities.

We are proud to be a Drug-Free Workplace/EOE. All applicants will be required to submit to a background check after employment.