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Hilton Worldwide, Inc.
Front Desk Manager
Job summary
A leading hotel in the Emirates seeks a Front Desk Manager to oversee Front Office operations and improve guest satisfaction strategies. Responsibilities include maximizing room revenues through upselling, leading and mentoring the team, complying with governmental accounting standards, and responding to guest complaints. This role is crucial for maintaining the hotel's reputation and ensuring guest safety during emergencies.
Responsibilities
- Oversee Front Office operations with a focus on reception management.
- Enhance guest satisfaction through feedback handling.
- Maximize room revenue with upselling strategies.
- Lead and mentor team for exceptional guest service.
- Ensure compliance with accounting and auditing standards.
- Address guest complaints promptly and effectively.
- Demonstrate proficiency in emergency procedures.
As a Front Desk Manager, your role encompasses overseeing the Front Office operations with a primary emphasis on the reception area. Your responsibilities include ensuring the efficient completion of end-of-day procedures and generating accurate reports. Additionally, you may be required to handle other aspects of front desk management to contribute to the overall success of the hotel.
- Gather feedback and preferences from guests regarding hotel services, ensuring prompt action is taken to enhance guest satisfaction.
- Maximize room revenue by effectively implementing upselling strategies within specified guidelines, optimizing room inventory utilization, particularly during high occupancy periods.
- Actively participate in the promotion and sale of the company's loyalty program, food and beverage events, in-house facilities, and partnerships with hotel affiliates.
- Lead and mentor the team to achieve the highest levels of exceptional guest service and colleague satisfaction, adhering to corporate and property standards and policies.
- Ensure accounting and auditing practices align with company and governmental requirements, conducting audits and reviewing registration cards before forwarding them to accounts.
- Prioritize compliance with police requirements for guest information, minimizing the risk of fines and ensuring adherence to provided standards.
- Address guest complaints promptly, fostering smooth relationships between management and guests by resolving issues and responding to requests or queries promptly.
- Demonstrate proficiency in emergency procedures and general crisis management, including fire and emergency protocols, and ensure all team members prioritize guest and colleagues safety.
- Uphold environmental, health, and safety standards in alignment with organizational policies.
- Adhere to the company’s environmental, health, and safety procedures and policies.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.