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Front Desk Manager

Posted September 8, 2022

Hilton Garden Inn Pittsburgh University Place
Pittsburgh, PA
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About This Job

Overview

Opportunity:  Front Desk Manager

Manage front desk operations to ensure staff meets company operational standards while providing the highest level of guest service.

Potential Career Path

Front Office Manager – Rooms Division Manager – Assistant General Manager

Essential Job Functions

  • Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.  
  • Oversee all front office operations in the absence of the Assistant General Manager. 
  • Remain an active participant at the front desk, including checking in/out guests, preparing bills and handling guest requests.
  • Resolve guest complaints and concerns by conducting thorough research of the situation and determining the most effective solutions.
  • Respond to brand Guest Alerts for resolution as needed.
  • Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
  • Participate in lobby ambassador and other activities related to interacting with guests on an individual level. Thus creating a relationship and culture that will result in repeat stays.
  • Assist in hotel food and beverage when needed, where applicable.
  • Assist in monitoring of front office financial operations and ensure front office compliance with accounting controls and procedures.
  • Assist in development, implementation and monitoring of daily, weekly, monthly, and annual department-wide budgets and forecasts.
  • Review correspondence from guests and incident logs; direct staff according to information obtained.
  • Review all brand correspondence for updates to procedures and standards and ensure all is communicated to the staff.
  • Ensure front office supplies and merchandise for the gift shop and or market are fully stocked, and inventory is maintained.
  • Work with the Sales office to ensure group resumes and group rooming lists are inputted and maintained.
  • Monitor occupancy of guest room space to ensure most efficient use and minimize overbooking.
  • Follow sustainability guidelines and practices related to HHM’s EarthView program.
  • Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
  • Perform other duties as requested by management.

Position Requirements

  • Associate’s or Bachelor’s degree preferred.
  • 1 to 3 years hospitality related experience, including front desk operations experience.

Work Environment and Context

  • Work schedule varies and may include working on holidays and weekends and alternate shifts.
  • Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It

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About this Employer

Hilton Garden Inn Pittsburgh University Place

3454 Forbes Avenue
Pittsburgh, PA 15213

(412) 683-2040

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HHM

At A Glance

Located in Oakland, Pittsburgh’s medical and educational district, the Hilton Garden Inn Pittsburgh University Place is within walking distance of several universities including the University of Pittsburgh, Carnegie Mellon University and Carlow College. 

This Pittsburgh/Oakland hotel offers complimentary high-speed internet access and WiFi throughout the hotel. Host your next meeting, wedding or reunion for up to 230 people in our 6,000 sq. ft. of versatile event space.

Our Pittsburgh hotel offers a comfortable yet stylish base with everything you need for a productive stay. Maintain your fitness regimen at the fitness center. Enjoy breakfast, lunch and dinner in the Great American Grill® when staying at this Pittsburgh/Oakland hotel. Guest rooms offer a comforting haven with thoughtful amenities to help you relax and get the job done.

  • Located in Oakland - Pittsburgh’s medical and educational district
  • Walking distance to world-class universities
  • Complimentary WiFi access throughout the hotel
  • 6,000 sq. ft. of meeting space and 24-hour business center
  • Near things to do in Downtown Pittsburgh/Oakland