Front Office Manager - Hilton Santa Fe

Oversee Daily Operations

• Recruit, train, schedule, coach, and supervise front office employees.
• Maintain appropriate staffing and labor levels based on occupancy and business demand.
• Support the front desk team during peak arrival and departure periods.
• Investigate and resolve guest concerns using sound judgment and effective service recovery.
• Monitor guest feedback and implement improvements to increase guest satisfaction.
• Ensure accurate completion of check-ins, checkouts, room assignments, deposits, adjustments, payments, and other front office transactions.
• Review daily reports, room status, special requests, VIP arrivals, billing concerns, and shift documentation.
• Communicate effectively with Housekeeping, Engineering, Sales, Revenue Management, Security, and Food and Beverage.
• Ensure room moves, early departures, out-of-order rooms, and room-status changes are accurately communicated.

Operational Support

• Maintain proper cash-handling, credit-card, key-control, guest-privacy, and safety procedures.
• Control departmental labor, overtime, scheduling, supplies, and other expenses.
• Participate in the manager-on-duty rotation and respond to operational needs when required.

Compliance and Policies

• Ensure compliance with hotel policies, service standards, and applicable laws.

Personality and Skills

• High work ethic, self-initiative, independent judgment.
• Proven customer service and problem solving experience.

Work Schedule

• Regular attendance according to established guidelines.
• May be required to work varying schedules to reflect the business needs of the property.

Attention to Detail

• Focus and maintain attention to tasks, and complete work assignments on time despite frequent interruptions.