Guest Services / Front Desk Manager - Hilton Hotels in EpicCentral
Job Overview
Employment Type
Full-time
Work Schedule
Weekend Shifts
Benefits
Medical insurance
Dental Insurance
Vision Insurance
Life insurance
short-term disability
long-term disability
401K Program
Tuition Assistance
discounted room rates
Training and Development
Career advancement opportunities
Job Description
Hilton Garden Inn/Homewood by Hilton is a distinguished hospitality brand featuring 276 combined rooms, renowned for delivering exceptional service and quality accommodations to guests. As part of the Hilton family, these properties embody the highest standards of comfort and customer satisfaction, fostering memorable guest experiences in every aspect of their stay. The brand is globally recognized for its commitment to excellence, innovation, and a welcoming environment that caters to the needs of modern travelers. Hilton Garden Inn and Homewood by Hilton properties serve a diverse clientele ranging from business travelers to families, emphasizing convenience, comfort, and hospitality at the forefront of their service.
We are seeking a dedicated and experienced Front Office/Guest Services Manager to oversee the front desk operations and guest services at this combined Hilton property. The successful candidate will play a critical leadership role, ensuring guest satisfaction, maintaining product quality standards, and managing all front office activities according to Hilton brand standards. This position requires a hands-on approach to leadership, with involvement in daily operations, staff training, and guest service enhancements. Weekend availability and prior Hilton experience are essential for this role, demonstrating the need for a candidate familiar with Hilton’s service philosophy and operational protocols.
As the Front Office/Guest Services Manager, you will be the ambassador of the hotel’s guest service philosophy, setting the tone for an inviting and efficient front office experience. You will be responsible for managing a team that provides superior customer service, promptly addresses guest needs, and ensures every visitor leaves satisfied. Your role will involve direct oversight of front desk functions including check-in/check-out procedures, telephone etiquette, handling amenities, and managing computer systems essential to front office operations. Additionally, you will support revenue management efforts by participating in corporate and brand calls and collaborating with management to innovate revenue growth strategies.
Safety and security will also be within your purview, requiring vigilance in adhering to health and safety regulations, identifying and remedying hazards, and monitoring secure practices such as key control systems. You will contribute to operational excellence by managing preventative maintenance schedules, quality audits, and coordinating with staff to maintain the physical appearance and functionality of the hotel property.
This is a full-time position offering competitive wages and comprehensive benefits, reflecting Concord Hospitality's commitment to employee well-being and career development. The culture at Concord Hospitality emphasizes five core values: Quality, Integrity, Community, Profitability, and Fun, fostering an associate-focused environment that values diversity, transparency, and work-life balance. Our team members enjoy extensive learning opportunities, career advancement, and a supportive work atmosphere that encourages growth and achievement.
We are seeking a dedicated and experienced Front Office/Guest Services Manager to oversee the front desk operations and guest services at this combined Hilton property. The successful candidate will play a critical leadership role, ensuring guest satisfaction, maintaining product quality standards, and managing all front office activities according to Hilton brand standards. This position requires a hands-on approach to leadership, with involvement in daily operations, staff training, and guest service enhancements. Weekend availability and prior Hilton experience are essential for this role, demonstrating the need for a candidate familiar with Hilton’s service philosophy and operational protocols.
As the Front Office/Guest Services Manager, you will be the ambassador of the hotel’s guest service philosophy, setting the tone for an inviting and efficient front office experience. You will be responsible for managing a team that provides superior customer service, promptly addresses guest needs, and ensures every visitor leaves satisfied. Your role will involve direct oversight of front desk functions including check-in/check-out procedures, telephone etiquette, handling amenities, and managing computer systems essential to front office operations. Additionally, you will support revenue management efforts by participating in corporate and brand calls and collaborating with management to innovate revenue growth strategies.
Safety and security will also be within your purview, requiring vigilance in adhering to health and safety regulations, identifying and remedying hazards, and monitoring secure practices such as key control systems. You will contribute to operational excellence by managing preventative maintenance schedules, quality audits, and coordinating with staff to maintain the physical appearance and functionality of the hotel property.
This is a full-time position offering competitive wages and comprehensive benefits, reflecting Concord Hospitality's commitment to employee well-being and career development. The culture at Concord Hospitality emphasizes five core values: Quality, Integrity, Community, Profitability, and Fun, fostering an associate-focused environment that values diversity, transparency, and work-life balance. Our team members enjoy extensive learning opportunities, career advancement, and a supportive work atmosphere that encourages growth and achievement.
Job Requirements
- High school diploma or equivalent
- prior experience in hotel front office or guest services management
- Hilton brand experience required
- availability to work weekends
- strong interpersonal and leadership skills
- ability to handle financial procedures accurately
- knowledge of safety and security standards
- effective communication skills
- ability to manage multiple tasks and prioritize
- commitment to quality guest service
- proficiency with hotel management software
Job Qualifications
- Experience in hotel front office management
- prior Hilton experience preferred
- strong leadership and team management skills
- knowledge of hotel front desk operations and computer systems
- excellent customer service and communication skills
- ability to train and develop staff
- experience with revenue management and financial controls
- understanding of health and safety regulations
- problem-solving and decision-making abilities
- enthusiasm and dedication to guest service
- ability to work weekends and manage busy periods
- motivated to contribute to team success and operational excellence
Job Duties
- Maintains guest service as the driving philosophy of the hotel
- personally demonstrates a commitment to guest services in responding promptly to guest needs
- is committed to making every guest satisfied
- ensures all hotel staff, including new hires, know all components of guest services and are trained to meet standards
- develops added value customer service programs
- empowers hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance
- meets or exceeds hotel guest satisfaction measures
- acts as manager on duty for hotel and manages front desk operations
- ensures front desk staff is trained in all front desk operations, including check-in/check-out procedures, telephone procedures, hotel amenities and computer systems
- leads and assists in revenue management functions as requested
- participates in conference calls with corporate management and brand revenue management centers
- ensures front desk staff is trained in and follows financial control procedures for cash, vouchers, inventories and receivables
- produces accurate financial reports on time
- works with general manager and sales manager to generate new business ideas to increase sales, set up rate codes and input rooming lists
- knows local health and safety codes and regulations that apply to the hotel
- recognizes and corrects potential safety hazards and security problems
- follows policies and procedures for key control system
- maintains physical product standards by managing preventive maintenance programs and scheduling deep-cleaning activities
- ensures ongoing staff involvement in preventive maintenance programs
- protects the interests of the hotel during capital projects
- has acceptable property quality audits
- periodically inspects rooms, building exterior and parking lot
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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