Assist Front Desk Mgr NX

Position Overview

We are seeking an experienced and service-driven Assistant Front Desk Manager to support the daily operations of our Front Office and Guest Experience teams. This leadership role is ideal for a hospitality professional who is passionate about creating exceptional guest experiences, developing high-performing teams, and driving operational excellence.

What You Will Do

• Lead and support Front Office and Guest Experience associates in delivering exceptional guest service and hospitality.
• Partner with Housekeeping, Engineering, Food & Beverage, Security, and other departments to deliver a seamless guest experience.
• Promote a culture of accountability, teamwork, inclusion, and continuous improvement.

Employee Relations

• Affiliate and make recommendations to the Rooms Division Manager and/or Operations Manager in the areas of conducting performance evaluations, discipline and terminations as appropriate.
• Provide information and assist staffs in recommending area restaurants, theaters, community events, activities, etc., to ensure optimum guest satisfaction.
• Responsible for covering/finding replacements for call-offs.
• Ensure proper communication to subordinates on all hotel activities in a way that ensures that guest needs are being met in a timely fashion.
• Ensure all associates are properly trained on LightSpeed along with all other systems/procedures that will help them provide our guests with quality service.
• Provide motivation to the department.

Administrative Duties

• Ensure all Front Office Associate duties are completed daily (checklists, call back log, guest request log, wake-up log, etc...).
• Provide assistance to other employees and departments to contribute to the best overall performance of the department and hotel.
• Participates in Hotel MOD program.
• Perform other duties as assigned, requested or deemed necessary by management.
• Abide by payroll policies, procedures (punch in/punch out), Meals and Rest Periods policy and CHR Rules of Conduct.
• Champion Hilton Rewards or Guest Service Scores through guest enrollment initiatives and associate engagement.

Required Skills & Abilities

• Strong leadership, communication, and interpersonal skills.
• Ability to effectively resolve guest concerns and employee issues with professionalism and sound judgment.
• Strong organizational and time management skills with the ability to multitask in a fast-paced environment.
• Ability to build positive working relationships with guests, associates, and leadership teams.
• Professional appearance and demeanor with a commitment to service excellence.
• Ability to communicate effectively in both verbal and written formats.
• Working knowledge of hotel systems and computer applications.
• Ability to work flexible schedules, including evenings, weekends, and holidays.

Experience Preferred

• Passion for hospitality and creating personalized guest experiences.
• Experience leading Front Desk Agents, Front Desk Supervisors, Night Auditors, Bell Staff, Drivers, and Security associates.
• Demonstrated ability to coach, counsel, and develop associates.
• Two or more years of Front Office, Guest Services, or Rooms Operations leadership experience in a hotel environment.