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Front Office Manager

posted December 28, 2018

Tru by Hilton Chicopee/Springfield
Chicopee, MA
Hey. You. Tru by Hilton is a revolutionary new midscale brand that is simplified, spirited, and grounded in value, offering a back-to-basics experience with soul, consistently delivered in a surprisingly affordable way. There’s nothing like it out there; we’re literally changing the game!
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About This Job


The Front Office Manager, reporting to the General Manager, will be responsible for the day-to-day operations of the Front Desk and Food & Beverage departments, including associate recruitment and retention, training and development, scheduling and strict adherence to all Tru by Hilton guest service standards.


Essential Duties and Responsibilities

  • Works with and ensures compliance with all guidelines for operations, including front desk, housekeeping, maintenance and food service.  
  • Conducts monthly department meetings to review new procedures and solicit input from all associates. 
  • Handles and provides resolution to guest complaints and associate issues. 
  • Assigns duties to associate and subordinates and observes performance to ensure adherence to hotel and franchise policies and established operating procedures. 
  • Answers inquiries pertaining to hotel policies and services. 
  • Ensures property hiring practices comply with all state and federal requirements. 
  • Performs functions of the General Manager in his or her absence. 
  • Available 24/7 with reliable transportation. 
  • Directly supervises staff.
  • Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training associate; planning, assigning, and directing work; appraising performance; rewarding and disciplining associate; addressing complaints and resolving problems. 
  • Other duties as assigned.


Must have 2 years’ experience with hotel operations – Front Desk.

Requires the ability to read, write, and speak the English language.

Strong management skills; ability to appropriately assign/delegate work and authority to others in the accomplishment of goals; provides coaching, advice, and assistance as required; helps subordinates overcome obstacles and deal with problems; appropriately assesses contributions and performance of associate; provides appropriate recognition, and deals with problems as they arise.

Ability to demonstrate accuracy and thoroughness, monitors own work to ensure quality and applies feedback to improve performance.

Ability to manage difficult guest situations; responds promptly to guest needs, solicits guest feedback to improve service, responds to requests for service and assistance and meets commitments.

Excellent interpersonal skills, demonstrated positive customer service skills, and ability to relate to people of varying ages and backgrounds.

Ability to show flexibility in response to change and adapt to and accommodate new methods and procedures.

Knowledge of safety management principles; federal and state OSHA regulations.

Ability to present and express ideas and information clearly and concisely in a manner appropriate to audience, whether oral or written.

The ability to foster commitment, team spirit and trust.

Ability to develop and evaluate alternative courses of action; make decisions based on correct assumptions concerning resources and guidelines; define and implements solutions to problems; and recognize when no action is required.

Working knowledge of Microsoft Office products including Word, Excel, and Outlook.

Ability to meet the demands of the work schedule, to be at work and on time. Will require the ability to work outside of regularly scheduled hours. Schedules may vary based on business need.

Compensation: 31,000


About This Employer

Tru by Hilton Chicopee/Springfield

440 Memorial Drive
Chicopee, MA 01020

(413) 331-5155

108 Room Hotel

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Find convenient amenities and location at our Tru by Hilton Chicopee Springfield hotel. Our bright and vibrant Chicopee hotel is located just off Mass Pike I 90 E/W, minutes from Springfield and the perfect half way mark between Boston and Albany.

Jump start to your day with our abundant breakfast choices. From healthy to indulgent, our ‘Build your Own’ Breakfast includes a toppings bar featuring 30 sweet and savory toppings for cereal, bagels, yogurt and more. Satisfy your cravings any time of day at our 24/7 Market.

Check out the activity in the Hive, our four zone lobby, offering the perfect spot to work, play, relax and eat. Enjoy a game of pool or retreat for some quiet time in one of the semi-private alcoves. Go for an invigorating swim in our indoor pool or burn some calories in our 24/7 fitness center.

Affordable travel now comes with unexpected things – like certainty.