Front Office Manager

Description

Reporting to the Hotel Manager, The Front Office Manager is responsible for delivering exceptional guest experiences, achieving departmental financial objectives, leading and developing a high-performing team, ensuring Hilton brand compliance, and maintaining efficient front office operations across both brands. This position serves as a key member of the hotel's leadership team and is accountable for measurable operational, financial, and guest satisfaction results.

The ideal candidate is a hands-on leader who thrives in a fast-paced hospitality environment, builds strong teams, drives continuous improvement, and creates memorable guest experiences while maintaining operational excellence.

Key Responsibilities

• Lead the delivery of exceptional guest service and foster a culture where guest satisfaction is the department's primary focus.
• Analyze guest feedback, reviews, surveys, and service recovery trends to identify improvement opportunities and implement corrective action plans.
• Support Hilton Honors enrolment initiatives and team awareness programs.
• Ensure consistent recognition and delivery of benefits for Hilton Honors members.

• Train, motivate, and empower front desk staff to deliver responsive and professional guest assistance
• Oversee all front desk operations, including check-in/check-out, telephone procedures, hotel amenities, and system use

• Monitor daily room inventory and coordinate solutions related to overselling, room availability challenges, VIP arrivals, group arrivals, and special requests.

• Act as Manager on Duty, supporting hotel-wide operations when required
• Partner with the General Manager, Hotel Manager and Sales team to generate business opportunities, set rate codes, and manage rooming lists

• Ensure accuracy of guest billing, payment processing, refunds, adjustments, cash handling, and financial transactions.

• Assist with Revenue Management functions and actively participate in revenue calls with corporate and brand teams
• Manage HR functions for front desk staff including recruiting, hiring, training, evaluations, and retention efforts

• Establish clear departmental performance expectations and hold team members accountable for results.
• Conduct regular departmental meetings and daily shift briefings to communicate operational priorities, business levels, guest feedback, and performance expectations.
• Ensure effective communication and shift handovers between morning, evening, and overnight teams.
• Foster a positive, inclusive, and engaging workplace culture focused on teamwork, accountability, and professional growth.
• Ensure incidents, accidents, guest concerns, and security matters are documented, escalated, and followed up appropriately.
• Maintain compliance with all company policies, labor regulations, health and safety standards, and Hilton brand requirements.

• Key Performance Indicators include Guest Experience Stay Scores, Hilton Honors & Brand Compliance, Training Compliance & Financial Performance.

What We’re Looking For

• Proven leadership experience in hotel front office or guest services management
• Strong customer service philosophy and ability to foster a guest-first culture
• Knowledge of revenue management, financial reporting, and hotel operations
• Excellent communication, training, and problem-solving skills
• Experience with Hilton systems and brand standards preferred.
• Familiarity with HR best practices and compliance standards
• Strong guest-service skills and a genuine passion for hospitality.
• Excellent communication, organization, and problem-solving abilities.
• The ability to lead, coach, and inspire a diverse team in a fast-paced environment.
• Ability to remain calm, professional, and solution-oriented during busy service periods.
• Strong attention to detail and a commitment to quality and presentation.
• Flexibility to work a varied schedule, including evenings, weekends, holidays, and occasional extended shifts.
• Proficiency with standard computer applications; experience with a point-of-sale system and hotel or scheduling software is an asset.
• Post-secondary education in Hospitality, Hotel Management, Business, or a related field is considered an asset.

Qualifications: