Front Office Manager

What you will be doing

At Tempo by Hilton, our Team Members are the heart of hospitality. Guided by Hilton's Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, and Now, the Front Office Manager is responsible for the overall leadership and daily operation of the Front Office Department, including Front Desk, Guest Services, and Night Audit operations.

The Front Office Manager will lead a team of approximately 10-15 Team Members and is responsible for creating exceptional guest experiences, achieving departmental financial objectives, maintaining Hilton brand standards, and developing a culture of service excellence. This position plays a critical role in the successful opening and ongoing operation of the hotel's 144 guestrooms by establishing operating procedures, training team members, and fostering a positive guest-centric environment.

The ideal candidate is a dynamic hospitality professional with strong leadership skills, operational expertise, and a passion for delivering outstanding guest service while developing future hospitality leaders.

Physical Requirements:

Direct all Front Office operations, including Front Desk, Guest Services, and Night Audit functions.

Ensure all team members consistently deliver exceptional guest service in accordance with Hilton and Tempo brand standards.

Monitor daily arrivals, departures, VIP guests, group business, and special requests.

Resolve guest concerns quickly and professionally while utilizing Hilton's service recovery practices.

Ensure proper execution of check-in, check-out, and billing procedures.

Maintain lobby presentation standards and ensure a welcoming environment at all times.

Conduct daily shift briefings and department meetings.

Assist with front desk coverage as operational needs require.

Ensure compliance with cash handling, credit card security, and audit procedures.

Leadership & Team Development

Recruit, hire, train, coach, and develop Front Office Team Members.

Create and maintain an engaging and positive work environment.

Conduct performance evaluations and provide continuous coaching and feedback.

Ensure all team members complete required Hilton and company training programs.

Develop future leaders through mentoring and succession planning.

Foster teamwork and collaboration across all hotel departments.

Maintain staffing levels appropriate to business demand while managing labor costs.

Guest Experience & Brand Standards

Champion a culture of hospitality and guest satisfaction.

Monitor guest feedback through Hilton systems, guest surveys, and online reviews.

Develop action plans to continuously improve guest satisfaction scores.

Ensure compliance with all Hilton brand standards and operational requirements.

Actively participate in service recovery efforts and guest issue resolution.

Promote Hilton Honors enrollment and recognition initiatives.

Revenue Management & Financial Performance

Partner with the General Manager and Revenue Management team to maximize revenue opportunities.

Monitor occupancy, ADR, RevPAR, and departmental performance metrics.

Manage labor scheduling and expense controls within budget guidelines.

Analyze departmental reports and identify opportunities for operational improvements.

Assist with forecasting staffing needs and operating expenses.

Maintain inventory controls for front office supplies and equipment.

Safety, Security & Compliance

Ensure compliance with company policies and Hilton standards.

Maintain guest privacy and confidentiality standards.

Support hotel emergency procedures and safety programs.

Ensure adherence to cash handling, PCI compliance, and security regulations.

Participate in workplace safety initiatives.

Report unsafe conditions immediately and support a safe working environment.

Opening Team Responsibilities

Assist with all hotel opening activities related to Front Office operations.

Develop departmental operating procedures and service standards.

Participate in team member recruitment and onboarding activities.

Lead training efforts for all Front Office Team Members.

Assist with systems implementation, testing, and operational readiness activities.

Foster a culture that reflects Tempo by Hilton's lifestyle-focused guest experience.

Education and Experience

Associate degree in Hospitality Management, Business Administration, or related field and a minimum of three (3) years of Front Office supervisory or management experience; or

Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.

Minimum of two (2) years of hotel Front Office management experience required.

Experience leading teams of 10 or more employees preferred.

New hotel opening experience preferred.

Hilton experience strongly preferred.

Knowledge of Hilton systems, including OnQ, is strongly preferred.

Essential Skills and Qualifications

• Exceptional leadership and team-building abilities.
• Strong guest service and problem-resolution skills.
• Excellent verbal and written communication skills.
• Effective time management and organizational skills.
• Ability to work in a fast-paced environment while maintaining attention to detail.
• Knowledge of hotel operations, revenue management principles, and guest service standards.
• Proficiency in Microsoft Office Suite and hotel property management systems.
• Ability to make sound decisions and exercise good judgment.
• Strong coaching, mentoring, and interpersonal skills.
• Ability to maintain confidentiality and professionalism.