Front Desk Manager- Hilton Ocala

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

Front Desk Manager

Hilton Ocala | Meyer Jabara Hotels

About Us

Meyer Jabara Hotels has distinguished itself as an employer of choice, attracting innovative and talented hospitality professionals who deliver exceptional results. Our associates are empowered to reach their fullest potential while creating a differentiated guest experience and driving strong hotel performance.

Do you have the J Quality?
Learn more: https://www.youtube.com/watch?v=qAGd0FhBqJs&feature=youtu.be

Hilton Ocala is one of four Meyer Jabara properties in Florida. Our beautiful 196-room hotel features six spacious event rooms and a tented outdoor event space, making us a premier destination for weddings, meetings, and special events.

We are currently seeking a Front Desk Manager to join our leadership team.

Position Summary

The Front Desk Manager is responsible for leading all front-of-house operations and ensuring the highest standards of guest service, operational excellence, and associate engagement. This position oversees Front Desk operations, guest relations, service recovery, training and development, and interdepartmental coordination to create an exceptional guest experience while achieving departmental performance goals.

Key Responsibilities

Leadership & Operations

• 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.

Guest Experience

• 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.

Team Development

• 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.

Collaboration & Guest Services

• 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.

Qualifications

• Minimum 3 years of Front Desk experience in a hotel environment required.
• Minimum 3 years of management experience required.
• 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.

Work Environment & Physical Requirements

• Work is performed throughout the Front Office, lobby, guest areas, and administrative offices.
• Frequent standing and walking throughout the hotel.
• Regular use of computers, telephones, and office equipment.
• Frequent bending, reaching, and occasional lifting of up to 20 pounds; ability to lift up to 50 pounds occasionally.
• Flexible schedule required, including weekends, evenings, and holidays as business needs dictate.

Why Join Meyer Jabara Hotels?

• Growth opportunities within a respected hospitality company
• Supportive and team-oriented work environment
• Commitment to associate development and success
• Opportunity to be part of a high-performing Hilton-branded property
• Leadership role with direct impact on guest satisfaction and team culture

Pre-Employment Screening

Employment is contingent upon the successful completion of a background check and any applicable pre-employment screenings, in accordance with company policies and all applicable laws.

Equal Opportunity Employer

Meyer Jabara Hotels is an Equal Opportunity Employer.