Front Desk Manager — Elevate Guest Experience & Operations

Hilton; Ocala (FL); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Growth opportunities

Leadership role

Team-oriented culture

Job summary

Hilton Ocala is seeking a Front Desk Manager to lead all front-of-house operations, ensure guest service excellence, and engage the team in delivering a differentiated guest experience. The role requires strong leadership, budget awareness, and collaboration with housekeeping and engineering to optimize room readiness and guest satisfaction.

The successful candidate will oversee daily Front Office operations, coach staff, manage service recovery, and drive continuous improvement in guest

Qualifications

• Minimum 3 years Front Desk experience in a hotel environment.
• Minimum 3 years of management experience.
• Associate degree or equivalent combination of education and experience preferred.
• Strong verbal and written communication skills in English.
• Proficiency in Microsoft Word, Excel, and PowerPoint.
• Demonstrated ability to lead teams, resolve guest concerns, and drive operational excellence.
• Hilton brand experience preferred.
• Spanish or a second language preferred.
• Experience in a full-service hotel environment preferred.

Responsibilities

• Oversee daily Front Office operations to ensure service excellence and guest satisfaction.
• Lead, coach, and mentor Front Office associates and supervisors through a hands-on leadership approach.
• Serve as Manager on Duty as assigned.
• Maintain compliance with hotel policies, procedures, and Hilton brand standards.
• Review room inventory, room blocks, VIP arrivals, and special guest requests.
• Monitor Front Desk activities and communication logs to ensure seamless operations.
• Ensure departmental budgets, labor goals, and cost-control objectives are achieved.
• Deliver exceptional hospitality and lead by example in all guest interactions.
• Resolve guest concerns professionally and promptly while identifying opportunities to exceed expectations.
• Review guest feedback, compliments, and service recovery efforts to drive continuous improvement.
• Ensure guest and associate recognition programs are actively maintained and effective.
• Recruit, train, develop, and retain a high-performing Front Office team.
• Provide ongoing instruction in hospitality, communication, technical systems, and leadership skills.
• Foster a culture built on the Meyer Jabara Journey Philosophy through empowerment, accountability, and associate growth.
• Conduct departmental meetings and participate in hotel leadership meetings.
• Maintain an open-door environment that promotes engagement and positive associate relations.
• Partner closely with Housekeeping and Engineering to coordinate room readiness and guest satisfaction initiatives.
• Work with Accounting regarding audits, controls, discrepancies, and Front Office financial procedures.
• Ensure associates maintain extensive knowledge of hotel services, local attractions, dining, shopping, transportation, and community events.
• Build relationships with local businesses and service providers to support guest needs.
• Assist guests with recommendations, reservations, and area information to enhance their stay.

Skills

Front Desk

Leadership

Customer Service

Communication

Staff Training

Budget & Cost Control

Education

Associate degree or equivalent

Tools

Microsoft Word

Excel

PowerPoint

Job description

Hilton Ocala is seeking a Front Desk Manager to lead all front-of-house operations, ensure guest service excellence, and engage the team in delivering a differentiated guest experience. The role requires strong leadership, budget awareness, and collaboration with housekeeping and engineering to optimize room readiness and guest satisfaction.

The successful candidate will oversee daily Front Office operations, coach staff, manage service recovery, and drive continuous improvement in guest