Front Office Manager - Hilton Santa Fe

This opportunity is with a reputable full-service hotel that takes pride in providing exceptional guest experiences and delivering high standards of hospitality. The hotel is an established establishment operating with a commitment to professionalism, guest satisfaction, and quality service in the hospitality industry. It combines traditional hospitality values with modern operational practices to ensure smooth and efficient front office management. The hotel caters to a diverse clientele, including business travelers, tourists, and event attendees, maintaining an inviting atmosphere where guests feel valued and well taken care of.

The role of Front Office Manager at this full-service hotel is a critical leadership position responsible for overseeing the daily operations of the front office and guest services departments. This position involves managing a team of front office employees, including front desk agents, supervisors, concierge staff, bell staff, and other guest services personnel. The Front Office Manager is tasked with ensuring that staffing levels are adequate and aligned with occupancy and business demand while maintaining high standards of guest interaction and operational effectiveness. The role requires a hands-on approach during peak periods to deliver excellent guest service and to resolve any challenges promptly and professionally.

Key responsibilities include recruiting, training, scheduling, coaching, and supervising front office team members to foster a productive and guest-focused work environment. The manager will be expected to anticipate guest needs, respond courteously, and implement effective service recovery strategies when guest concerns arise. Additional responsibilities include monitoring guest feedback and implementing strategic improvements to enhance guest satisfaction continuously. The candidate must ensure the accurate handling of front office transactions such as check-ins, checkouts, room assignments, deposits, payments, adjustments, and other administrative tasks.

The Front Office Manager will also review daily operational reports and communicate effectively with other hotel departments such as Housekeeping, Engineering, Sales, Revenue Management, Security, and Food and Beverage to ensure seamless coordination and guest service excellence. Budget management skills are key since this role involves controlling labor costs, overtime, scheduling, supplies, and other departmental expenses. This position also participates in the management-on-duty rotation to address operational needs, uphold hotel policies, service standards, and ensure compliance with applicable laws and regulations.

Applicants must demonstrate a high work ethic, independent judgment, and a strong customer service orientation. Experience in managing full-service hotel front desk operations at a supervisory or managerial level is required, with knowledge of systems such as MICROS and preferably Hilton OnQ or PEP software being a significant advantage. This leadership role offers an opportunity to be an integral part of a dynamic hotel team dedicated to delivering an outstanding guest experience, with a collaborative culture that supports personal and professional growth.