Front Desk Manager

Philadelphia, PA, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Rotating Shifts

Weekend Shifts

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Training and development programs

flexible scheduling

Job Description

Hilton hotels & resorts are renowned worldwide for their exceptional hospitality, luxurious accommodations, and commitment to creating memorable guest experiences. As a leading global hospitality company, Hilton operates a diverse portfolio of hotels and resorts, catering to business and leisure travelers alike. Hilton is dedicated to upholding high standards of service excellence, innovation, and sustainability, making it a preferred destination for travelers and a reputable employer in the hospitality industry.

This Front Desk Manager position plays a vital role within Hilton's hotel operations by overseeing the front office staff and ensuring that guests receive the highest level of service from check-in to check-out. The Front Desk Manager is responsible for managing day-to-day front desk operations, coaching and training associates, resolving guest issues, and maintaining operational standards consistent with Hilton's brand values and core principles. This role requires strong leadership, communication, and problem-solving skills to foster a welcoming atmosphere and ensure efficient handling of guest requests and concerns.

The Front Desk Manager ensures seamless coordination of front office activities by actively participating in guest interactions at the front desk, preparing bills, handling check-in and check-out procedures, and addressing guest complaints promptly with effective solutions. They also monitor financial operations within the front desk department, ensure compliance with accounting controls, and assist with budgeting processes. As an integral part of the hotel management team, they support overall operational goals, optimize room occupancy, and engage with guests through initiatives like lobby ambassador programs to create strong customer relationships and encourage repeat visits.

Candidates for this role should have an associate's or bachelor’s degree, preferably in hospitality or a related field, along with one to three years of practical experience in front desk operations or hospitality management. The environment requires adaptability to varied shifts, including holidays and weekends, and the physical ability to stand, walk, and perform light lifting as needed. Hilton values employees who share its core beliefs: valuing people as the core capability, serving guests with heart, striving for excellence, staying agile, and taking ownership in their roles. This position offers a potential career path toward advancement within Hilton’s management hierarchy, including progression to Front Office Manager, Rooms Division Manager, and Assistant General Manager positions, demonstrating opportunities for professional growth within the company.

Job Requirements

Associate’s or Bachelor’s degree preferred
1 to 3 years hospitality related experience including front desk operations experience
Availability to work varied schedule including holidays, weekends and alternate shifts
Physical ability to stand for extended periods, walk, push, lift up to 25 pounds, bend, reach, stoop, kneel or crouch
Willingness to adhere to safety standards and procedures

Job Qualifications

Associate's or Bachelor’s degree preferred
1 to 3 years hospitality related experience including front desk operations experience
Strong leadership and interpersonal skills
Excellent communication and problem-solving abilities
Proficiency in front office software and reservation systems
Ability to manage multiple tasks and work under pressure
Customer service oriented mindset

Job Duties

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