Front Office Manager

About the Role

Administers front office functions and supervises staff on a daily basis. Directs and works with managers and employees to carry out procedures ensuring an efficient check-in and check-out process. Ensures guest and employee satisfaction while maximizing the financial performance of the department.

Responsibilities

• Manages day-to-day operations, ensuring quality, standards, and meeting customer expectations.
• Develops goals and plans to prioritize, organize, and accomplish work.
• Handles complaints, settles disputes, and resolves grievances or conflicts.
• Supervises staffing levels to meet guest service, operational needs, and financial objectives.
• Ensures regular communication with employees about business objectives, expectations, and performance.
• Manages the front desk team, utilizing interpersonal and communication skills to lead and encourage others.
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and manages all day-to-day operations and understands employee positions to perform duties in their absence.
• Provides exceptional customer service, ensuring guest satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs.
• Responds to and handles guest problems and complaints.
• Sets a positive example for guest relations and empowers employees to provide excellent customer service.
• Implements new customer recognition/service programs and ensures adherence to credit policies.
• Trains staff and monitors compliance with all policies, standards, and procedures.
• Ensures property policies are administered fairly and consistently.
• Supports human resource activities, including coaching, mentoring, and addressing employee concerns.
• Participates in interviewing, hiring, and onboarding of employees.
• Participates in employee progressive discipline procedures.
• Provides information to supervisors, co-workers, and subordinates via various communication methods.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Performs all duties at the front desk as necessary, including running shifts when required.
• Participates in departmental meetings, Hilton Front Office Conference, and CAREversation calls.
• Actively participates in the Care Committee and supports employee participation.

Requirements

• Working knowledge of the English language.
• Excellent written and oral communication skills.
• Professional demeanor and appearance.
• Basic accounting knowledge and skills.
• Minimum of 2 years of previous front office supervisory experience or a 2-year degree from an accredited university in Hotel Management, Hospitality, or Business Administration with past hotel front desk agent experience.

Physical Demands

• Requires sitting, standing for long periods, walking, and climbing stairs.
• Requires telephone conversations, use of email, and face-to-face discussions.
• Requires dealing with unpleasant, angry, or discourteous individuals.
• Opportunity to make decisions without supervision, impacting others and the organization.
• Requires high accuracy and repeating physical or mental activities.
• Freedom to determine tasks, priorities, and goals.
• Requires meeting strict deadlines.
• Work is performed indoors in environmentally controlled conditions, in close physical proximity to others.

Schedule

Hours necessary to perform at the required level are typically 40–50 hours weekly, with days varying from Monday to Sunday.