Assistant Front Office Manager

Hilton Indianapolis Hotel & Suites; Indianapolis (IN); On-site; USD 43,000 - 58,000; Full time

Job summary

Hilton Indianapolis Hotel & Suites is seeking a leader to oversee front desk operations, reservations, guest registration, bell services and guest accounting. The role focuses on delivering outstanding guest experiences while driving profitability through staff development and process improvements.

Requirements include a Bachelor's degree in Management, Hotel Administration, or Business and at least 1 year night audit experience and 2 years at front desk operations, or an equivalent combination

Qualifications

• Experience in hotel front desk and night audit preferred.
• Leadership and staff development abilities required.
• Strong customer service and communication skills.

Responsibilities

• Supervise Front Desk and related departments and lead staff.
• Schedule staff per labor standards and occupancy forecasts.
• Maintain department payroll on a daily/weekly basis.
• Ensure standards of guest service quality are met.
• Manage revenue, expenses and profitability for guest services.
• Develop short- and long-term financial plans for guest services.
• Oversee reservations to maximize occupancy and ADR.
• Maintain credit control and security of monetary transactions.
• Resolve guest complaints and implement corrective actions.
• Promote excellent guest interactions and recognize high performers.
• Performs other duties as assigned.

Skills

Front desk operations

Leadership

Staff scheduling

Payroll management

Guest service

Education

Bachelor's degree in Management/Hotel Admin/Business

Job description

Division Hilton Indianapolis

Description
Ensure the delivery of exceptional guest services by overseeing key operational areas such as the front office, reservations, guest registration, bell services, telephone operations, and guest accounting. This role upholds established operational standards while optimizing hotel profitability.

Responsibilities

• Supervise/ lead Front Desk and departments supporting front desk as listed. Leadership duties to include: hiring, terminating, performance evaluations, training, and development.
• Schedule staff according to labor standards and forecasted occupancy.
• Maintain department daily/weekly Payroll.
• Maintain standards of guest service quality.
• Contribute to the profitability and guest satisfaction perception of other hotel departments. Increase level of guest satisfaction by delivery of an improved product through associate development, job engineering and quality image.
• Achieve budgeted revenues and expenses and maximizes profitability related to the guest services department.
• Develop short term and long term financial and operational plans for the guest service department which relate to the overall objectives of the hotel. Participate in the preparation of the annual hotel budget.
• Manage the reservation function to maintain highest possible room occupancy and average daily rate through suggestive selling by employees.
• Maintain procedures for credit control and handling of financial transactions, security of monies, guest security and emergency procedures.
• Receive departmental related guest complaints and ensures corrective action is taken.
• Ensure staff uses guest interaction skills. Reward employees who meet/exceed guest expectations.
• Other duties as assigned by the leader

Education and Experience

• Bachelor's Degree in Management, Hotel Administration, Business or related field.
• Experience Minimum 1 year experience on night audit, 2 years experience in front desk operations, OR, an equivalent combination of education and experience

This is a salary position with compensation of $50,000.00 annually.

Position Requirements

Successful completion of a background check is required prior to employment.

EOE Statement HM Alpha Hotels & Resorts is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. We are committed to providing an environment of mutual respect, the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex (including pregnancy and gender identity), national origin, age (40 or older) disability, genetic information, family or parental status, military service, or any other status protected by the laws or regulations in the locations where we operate. HM Alpha Hotels & Resorts will not tolerate discrimination or harassment based on any of these characteristics.