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Job Overview
Employment Type
Full-time
Compensation
Hourly
Range $16.50 - $21.25
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Training and Development
Employee assistance program
Job Description
This job opening is for a Front Office Manager position at a well-regarded hotel brand operating under the Hilton umbrella. Hilton is globally recognized for its commitment to excellence in hospitality and guest services, striving to provide exceptional experiences to every guest. As a key player in the hospitality industry, Hilton offers a dynamic work environment focused on innovation, service quality, and employee development. The establishment prides itself on maintaining high standards of customer care and operational efficiency, making it a leader in the hotel sector. This role is a full-time position with an annual salary range of $58,000 to... Show More
Job Requirements
- At least 4 years of progressive experience in a hotel or related field or a 2-4-year college degree and at least 1 year of related experience or a 2-year college degree and 2 or more years of related experience
- Supervisory experience required
- Proficiency in Windows Word, Excel, Delphi, OnQ preferred
- Must have a valid driver’s license from the applicable state
- Ability to work long hours
- Ability to exert up to 20 pounds of force occasionally
- Ability to stand for entire shift
- Ability to convey information and ideas clearly
- Ability to evaluate and select among alternative courses of action quickly and accurately
- Ability to meet deadlines routinely
- Ability to multitask
- Ability to handle workplace problems effectively
- Ability to assimilate complex information
- Effective listening, understanding, and clarification skills
- Ability to work with and understand financial information and basic arithmetic functions
Job Qualifications
- At least 4 years of progressive experience in a hotel or related field or a 2-4-year college degree with 1 year of related experience or a 2-year college degree with 2 or more years of related experience
- Supervisory experience required
- Proficiency in Windows Word, Excel, Delphi, OnQ preferred
- Valid driver’s license
- Strong communication skills
- Ability to multitask effectively
- Problem-solving and decision-making skills
- Experience working with financial information and basic arithmetic
- Prior experience managing guest services staff
- Ability to maintain professional appearance and demeanor
- Knowledge of hotel front desk operations and systems
Job Duties
- Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner
- Maintain regular attendance in compliance with Hilton standards
- Maintain high standards of personal appearance and grooming
- Comply with Hilton standards and regulations to encourage safe and efficient hotel operations
- Establish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk
- Respond to all guests' requests, problems, complaints and/or accidents in an attentive, courteous and efficient manner
- Motivate, coach, counsel and discipline all Guest Services personnel
- Prepare and conduct Guest Services interviews and follow hiring procedures
- Develop employee morale and training of Guest Services personnel
- Maximize room revenue and occupancy by reviewing status daily
- Attend daily and monthly Rooms Merchandizing meetings
- Participate in required M.O.D. program as scheduled
- Review Guest Services staff's worked hours for payroll
- Prepare employee schedules
- Ensure no-show revenue is maximized through accurate billing
- Maintain purchase orders, vouchering of invoices and checkbook accounting
- Maintain professional working relationships and promote open communication
- Work closely with accounting on financial discrepancies
- Operate Front Office computer system including software maintenance and report generation
- Monitor proper operation of PBX console
- Ensure staff greet and welcome guests properly
- Implement AFP Management policies and house rules
- Assist in preparation of revenue and occupancy forecasting
- Maintain message, package, and mail delivery log
- Operate pagers and radios efficiently
- Maintain lobby and front desk presence during peak times
- Manage large group check-ins/check-outs
- Monitor and support corporate Guest Recognition Program
- Know and implement hotel's rate tower and quoting standards
- Maintain safety deposit boxes
- Monitor out-of-order and discrepant rooms
- Manage sell-out opportunities and guest relocation
- Block special requests as needed
- Ensure accurate nightly bucket check
- Ensure correct cash handling
- Attend weekly staff meetings and provide training
- Follow and enforce hotel credit policies
- Maintain lost and found procedures
- Be familiar with corporate sponsored programs
- Establish and maintain key control system
- Participate in monthly CARE Committee
- Focus Guest Services on contributing to SALT
- Monitor VIPs, special guests and requests
- Maintain required pars of front office supplies
- Review Front Office reports
- Maintain organized filing system
- Attend required meetings and training
- Perform other duties as requested
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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