Hotel Front Office Manager (Hilton Experience is Mandatory)

About the role

We are hiring an experienced Front Office Manager for our Hilton property. This role requires prior Hilton Experience and strong knowledge of Hyatt brand standards, guest service culture, and operational procedures. The Front Office Manager will lead the front desk team, ensure smooth daily operations, and maintain exceptional guest satisfaction aligned with Hilton brand expectations.

Responsibilities

• Oversee daily front desk operations, including check-in/out, guest relations, and night audit functions
• Train, schedule, and lead Front Desk, Guest Services, and Night Audit staff
• Ensure full compliance with Hilton brand standards and service protocols
• Collaborate with Housekeeping and Engineering to ensure room quality and readiness
• Manage room inventory, rates, and reservations in coordination with Revenue & Sales teams
• Handle guest concerns, service recovery, and escalations professionally
• Maintain accurate billing, cash handling, and audit processes
• Review guest satisfaction scores and execute improvement plans
• Prepare departmental reports and participate in leadership meetings

Requirements

• Previous experience with Hilton Brand
• Must be PEP Experienced
• Minimum 2–3 years in Front Office leadership (Supervisor/Assistant Manager/Manager role)

Skills

• Strong leadership & team development skills
• Excellent communication and guest service skills
• Ability to work weekends, evenings, and holidays based on business needs
• Strong problem-solving and conflict resolution abilities

Qualifications

• Bachelor's degree in Hospitality or related field (Preferred)
• Hyatt brand training/certifications (Plus)

Preferred Traits

• Service-driven and guest-focused
• Calm under pressure, solutions-oriented
• Strong attention to detail and organizational skills