Front Office Manager

About the role

The Front Desk Manager oversees the daily operations of the front desk, concierge, bell/valet, and guest services teams to ensure an exceptional arrival, stay, and departure experience. This leader upholds luxury service standards, drives guest satisfaction, and supports departmental training, performance, and financial goals.

Responsibilities

• Supervise and manage front office teams, including Front Desk Agents, Supervisors, Concierge, and Bell/Valet staff.
• Ensure smooth daily operations including check-in, check-out, room assignments, billing, and guest inquiries.
• Act as the primary point of contact for guest issues, ensuring timely resolution with professionalism and discretion.
• Oversee staffing, scheduling, onboarding, training, and performance management.
• Maintain a strong presence in the lobby, engaging with guests and supporting associates.
• Ensure consistent delivery of luxury hospitality standards.
• Oversee VIP arrivals, special requests, and guest preferences.
• Monitor guest satisfaction scores, respond to feedback, and implement service improvements.
• Collaborate with Housekeeping, Reservations, Sales, Revenue, and Food & Beverage to optimize guest experiences.
• Monitor department budget, forecast labor needs, and control expenses.
• Review daily reports, occupancy, arrivals/departures, and room inventory.
• Aid in revenue-enhancing initiatives such as upgrades, packages, and loyalty program enrollment.
• Ensure compliance with policies, safety protocols, and brand standards.
• Conduct pre-shift briefings and regular meeting updates.
• Maintain accurate documentation and logs for guest concerns, incidents, and follow-up.
• Serve as Manager-on-Duty as required, handling emergencies or escalations.

Requirements

• Minimum 2-4 years of front office or guest services leadership experience, preferably in a luxury or upscale hotel.
• Strong knowledge of PMS (Opera/Fosse/OnQ or similar) and front office systems.
• Exceptional leadership, communication, and interpersonal skills.
• Proven ability to handle high-pressure situations calmly and professionally.
• Experience managing VIP guests and high-profile clientele.
• Flexible availability, including nights, weekends, and holidays.

Qualifications

• Bachelor’s degree in Hospitality Management or related field preferred.
• Ability to stand for long periods.
• Occasionally lift, move, or handle items up to 30 lbs.

Skills

• Loyal: Shows firm and constant support to a cause
• Thought Provoking: Capable of making others think deeply on a subject
• Innovative: Consistently introduces new ideas and demonstrates original thinking
• Functional Expert: Considered a thought leader on a subject
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Team Player: Works well as a member of a group
• Leader: Inspires teammates to follow them
• Enthusiastic: Shows intense and eager enjoyment and interest
• Dedicated: Devoted to a task or purpose with loyalty or integrity

Benefits

• Competitive pay
• Hilton Travel discounts on all Hilton brand properties worldwide
• Hotel room discounts with our Crescent managed properties across North America for you and your family members
• Excellent benefits plans for eligible associates and your family members
• Paid time off
• Career development opportunities in a luxury hospitality environment
• Free meals
• Free parking

Pay

Competitive pay

Schedule

Flexible availability, including nights, weekends, and holidays.